Reframe with Empathy
The impact of using ‘I’m Sorry’ multiple times causes what?
What is
Not confident
Not feeling appreciated
Not authentic
Less powerful
Small talk needs to be scripted in order to fair and effective? True or False?
False! Small talk should be natural and is a way to establish a connection with someone and create the foundation for a more meaningful relationship
A meaningful thank you requires eye contact, nice tone of voice and what else?
What is proper/attentive body language
There are 4 major blood types: A, O, AB and what
What is: B blood type
Offering drinks/snacks, monitoring for donor reactions, sharing promotions and soliciting feedback.
What is canteen/hospitality
Instead of saying "I’m sorry you’ve been waiting so long", you can say what?
What is Thank you for your patience
Some great and neutral topics to spark small talk are what?
What is Sports, Weather, Movies, and TV Shows
The benefits of a meaningful thank is to show that you are in control? True or False?
False! The benefits of a meaningful thank you is motivate, build trust, engage and build trust
What is blood donation/donor flow
Greet donors, explain the donation process as necessary and assist with initial intake and hand offs through the blood donation process, manage donor flow and direct donors to Check-In.
What is Registration?
Instead of saying: "I’m sorry you are not able to donate today", you can say what?
What is Thank you for coming in to donate today.
To get the most out of your interactions, keep it simple. Every interaction doesn’t have to be long, it just needs to be meaningful. How can small talk be meaningful?
What is:
Positive Mindset, be present, start with heart, show positive intent, say their name (and yours), and share and show appreciation
Setting this tone among our team needs to be a conscience effort for every member of our team.
What is Appreciation
The universal blood type that is mostly used for surgeries and on ambulances is
What is Type O-
Donors complete the pre-donation reading and health history questionnaire online, on the day of donation, from a mobile device or computer.
What is rapid pass
Instead of saying "I’m sorry you were deferred", you can say what?
What is Thank you for your time and effort
FREE SPACE!
"Communication is a skill you can learn. It's like riding a bicycle or typing. If you're willing to work at it, you can rapidly improve the quality of every area of your life"
^Brian Tracy
Achieving an environment of appreciation starts with focusing on being present and having a positive this..
What is positive mindset or attitude
A donation that is used to allow you to safely donate two units of red blood cells during one donation while returning your plasma and platelets to you.
What is a Power Red Donation?
The team that collect blood from donors during the donation process
What is Collection Staff
The value of a meaningful ‘Thank you’ makes you feel what?
What is:
Feel appreciated
Feel Seen
Feel heard
Valued
Small talk is appreciated and valued in most cases. True or False?
Seek to understand what they are trying to tell you and Observing the other person’s non-verbal communications is doing what?
Listening to Learn
The first medical director for the Red Cross
Who is Dr Charles Drew
FREE SPACE
Pro Tip: Self-awareness is key to improvement.
We can help each other be more present by being more present.