The Bronson Experience
Bronson's culture of excellence is rooted in this phrase.
Together, we...
These three concepts show why communication is important: Connection, Clarity, and _____.
Confidence
Name one of the four work styles.
Doer, Influencer, Challenger, or Supporter.
What does AIDET stand for?
Acknowledge, Introduce, Duration, Explanation, & Thank You
What does the Triple A stand for in service recovery?
Acknowledge, Apologize, & Amend
Bronson employs over this many staff and providers.
Name one benefit to great communication.
Building trusting relationships, improved teamwork, increased engagement, better decision-making, less burnout/anxiety, and increased confidence.
This style is fast-paced, direct, gets things done, and can sometimes become insensitive.
Doer
Why do we "manage up" other caregivers when introducing them?
To build trust and confidence in the team.
What is the goal of service recovery?
To turn a dissatisfied customer into a loyal one.
"Because every interaction, every moment, every experience matters" emphasizes the importance of this.
Surveys show that people want their concerns taken seriously and to be ____.
Listened to
This style is slower paced, calm, supportive, and can become too careful.
Supporter
What should you do if you're unsure how long something will take?
Give an estimated time and promise to update.
Give an example of how you could "Acknowledge" a customer's concern.
"I can see that you're frustrated. Thank you for letting us know."
Name one of the Foundations for Excellence milestones (Day 1, First 30 Days, First 60 Days, All Leaders, Every Day).
Introduction, Communicating for Excellence, Teaming Up for Excellence, and Leading for Excellence.
"Perception is reality" means people experience our behavior, not our ___.
Intentions
This style energizes people, communicates enthusiastically, and may become disorganized.
Influencer
Which AIDET step helps the patient understand what and why something is happening?
Explanation
Why is it important to focus on what we can do instead of what we can't?
To keep the conversation positive and solution-focused.
Bronson has this many patient care facilities.
John Maxwell states this skill allows you to self-correct.
Self-Awareness
Critical
Give a full example of AIDET in action during a patient encounter.
Greeting, introducing yourself, giving duration, explaining care, and thanking the patient.
Create your own AAA response to a common service issue in your department.
Acknowledge the concern, apologize sincerely, and offer a solution.