The Power of Connection
According to Robin Sharma, "The business of business is ____."
What are relationships?
Name two outcomes that effective communication impacts in healthcare.
What are patient satisfaction and positive outcomes (or employee engagement)?
Name one of the four personality styles discussed.
What is lion, otter, golden retriever, or beaver?
What does AIDET stand for?
What are Acknowledge, Introduce, Duration, Explanation, & Thank You?
What does the Triple A stand for in service recovery?
What is Acknowledge, Apologize, & Amend?
What is the "business of life", according to the presentation?
What is human connection?
Name one personal benefit of effective communication.
What is building confidence (or reducing anxiety, preventing burnout)?
Which personality type is motivated by competition and action-taking?
What is the lion?
Why do we "manage up" other caregivers when introducing them?
What is to build trust and confidence in the team?
What is the goal of service recovery?
What is turning a dissatisfied customer into a loyal one?
Name one reason it's important to focus on human connection in healthcare.
What is building trust (or teamwork, empathy, satisfaction)?
How does communication take the guesswork out of caregiving?
What is by creating clarity and consistency in care?
Which personality type values stability and often fears change or conflict?
What is the golden retriever?
What should you do if you're unsure how long something will take?
What is give an estimated time and promise to update?
Give an example of how you could "Acknowledge" a customer's concern.
What is saying, "I can see that you're frustrated. Thank you for letting us know."?
Describe one way you can help someone feel connected at work or as a patient.
What is listening actively, showing empathy, finding common ground, etc.?
Give an example of how poor communication can negatively affect care.
What is causing misunderstanding, anxiety, or delays?
Which personality type focuses on accuracy, structure, and often fears being wrong?
What is the Beaver?
Which AIDET step helps the patient understand what and why something is happening?
What is Explanation?
Why is it important to focus on what we can do instead of what we can't?
Why is remember that "everyone is not like you" essential to great communication?
What is it allows you to adapt communication to respect differences?
Describe how effective communication contributes to a safe environment.
What is promoting teamwork and reducing errors?
Why is it helpful to recognize and adapt to others' personality styles?
What is it improves teamwork and mutual understanding?
Give a full example of AIDET in action during a patient encounter.
What is greeting, introducing yourself, giving duration, explaining care, and thanking the patient?
Create your own AAA response to a common service issue in your department.
What is acknowledging the concern, apologizing sincerely, and offering a solution?