Compassionate Connection
Sally looks up at a patient walking their way. When the patient is 5 feet away, Sally says hello,
What is 10/5 Greetings?
There is a puddle on the floor where patients are walking. As a volunteer, you alert the nearest employee but they don't take any action. You repeat that you are worried about a patient slipping. You then insist they reach out to housekeeping.
What is ARCC (Ask a question, make a Request, voice a Concern, use Chain of Command)?
S: HRO influencers need to come up with something to present for staff meeting.
B: HR enjoys when the presentation is interactive.
A: HRO influences One CHA behaviors, so better participation leads to better understanding.
R: HRO influencers should always make fun games!
What is a SBAR (Situation, Background, Assessment, Request)?
HRIS gets a position request for a new resource and the cost center being used is weekly. HRIS confirms with the requester that the resource is new and should therefore use a biweekly cost center.
What is Validate & Verify?
Before sending an In Brief, the marketing team takes a second to review the text and check for any spelling errors or bad links.
What is STAR (Stop, Think, Act, Review)?
I can imagine that this is very frustrating. Is there anything I can do to help you.
What is an example of an Empathy Statement, Stop, & Probe?
Genevieve sent an employee the incorrect instructions for completing a life event. The employee notified her of her mistake. Genevieve acknowledged that receiving tuition reimbursement instructions was probably confusing, apologized, and sent the correct instructions.
What are the 3 A’s for Service Recovery (Acknowledge, Apologize, Amends)?
Jodi is going out of town for the week, so she leaves Lorrin with a long list of things to do and how to do them.
What is Handoff with a Checklist?
Managers should send updated CHA policies to their staff so employees can be aware of CHA standard operating procedures in case there are questions.
What is Continuous/Reference Use compliance?
"Thanks for double checking. You are correct, the effective date is 8/1/25 instead of 18/1/25."
What is accepting a cross check?