Paraphrasing/Empathy
What is expressing the meaning of (the writer or speaker or something written or spoken) using different words, especially to achieve greater clarity
What is paraphrasing
the act, state, or right of possessing something
Ownership
personal attributes that enable someone to interact effectively and harmoniously with other people.
What is soft skills
What does giving a brief statement of the main points of (something) mean.
Summarizing
what is having a full understanding of a situation called?
Appreciation
what is the ability to understand and share the feelings of another
what is empathy
How does ownership help when used during the call?
Lets the member know that we will do what we say and build trust.
How does using soft skills help
It helps us to effectively communicate with the members and people in our everyday lives, as well as get things done in a timely manner, and become a productive member of the community.
How does Summarizing help during a call?
Reminds the member of what you have done for them when they go to take the survey.
How can using appreciation helpful during a call?
Make the member feel important, and keeps them as a customer
How dose using paraphrasing help during a call
Lets the member know that you are on the same page and you are listening to them
Does this statement show ownership? I will have my supervisor look into that!
NO
soft skill is easily confuse with what item?
Soft serve
How would you summarize this ? I went to the doctor on third street and while there they wanted to do an EKG, MRI, and Labs. as well as scheduling some other test. Can you tell me what my copays would be for those?
I can defiantly find your copays for the procedures and labs.
What three characters are prominently featured on the appreciation/appreciation example slides?
Trick Question: It's two. SpongeBob SquarePants & Patrick Star.
how does using empathy help you during the call?
Lets the member know that you care
Is this statement show ownership? I will look to see if your new PCP is in network and be right back with you!
Yes
would staying in after call be considered good soft skills?
NO
what animal is pictured on the summarizing page?
Sloth
Name five synonyms for appreciation, you have 15 seconds. Go.
Would you use empathy or paraphrasing if a member said this to you?" My medicine is too expensive I won't be able to buy food this month can you help me?"
Empathy
Does this statement show ownership? I was mistaken you copay for the routine eye screaming is $0.00
Yes
Name 8 examples of soft skills
Summary, from the Medieval Latin _____ is defined as "brief, abbreviated; containing the sum or substance only."
Summarius
What type of word is appreciation? Noun? Verb? Adjective? Pronoun?
Noun, GOT YOU CHIEF