Best Practices
Director Uridge's favorite relationship building practice on the Medical campus
What is wayfinding people within the health system?
Understanding someone else's POV or putting yourself in their shoes.
What is Empathy?
After every incident it is important to do this
What is Debriefing?
A relationship building concept, which focuses on building trust and making people feel safe.
What is the concept of ambassadors first, security second?
Initial contact with a patient, visitor, or staff
What is a first impression?
When denying access this can be a helpful tool to ease the interaction
What is a smiling face?
A way to build trust through relationships and to find out what is going on within specific departments in U of M
What is attending Safety Huddles?
This term describes the non-verbal cues, such as facial expressions and posture
What is body language?
What should we not do while being verbally insulted
What is taking the insult personally?
Under pressure it is important to do this
What is Modeling calm and respectful behavior?
Provide clear, honest information about actions and policies to build community understanding and reduce suspicion.
What is transparency?
It is important to do this even when we are enforcing rules.
what is listening?
Whether you are security or guest services, these three goals are our top priority on the Michigan Medicine Campus.
What is compassion, customer service and creating an exceptional experience?
Avoid using this "J" word—specialized language that people outside your industry might not understand.
What is Jargon?
These always go hand in hand here at MM
Safety & service