Empathy
Through the process of ______, understanding the individual and responding empathy can be felt and delivered.
1. Listening
2. Nodding
3. Arguing
Listening
Be sincere, be specific, and be personal.
How can you connect the emotion?
Acknowledge the concern, the question, or the need.
What is the OHMG Women's Service Line percentage of "Likelihood to Recommend" for our Press Ganey update?
1. 90%
2. 92%
3. 89%
92%
What is Reflective Listening?
Utilizes 3 techniques: Echo, Request, and Summarize.
How can you make an apology personal?
Speak in the first person. Like saying "I am sorry," instead of "We are sorry,".
Patient want their concerns and worries to be_____
1. Ignored
2. Fixed immediately
3. Acknowledged
Acknowledged
Which pillar of the Orlando Health way does this PEAC lesson align with?
Serve Our Customers Well
What is Attentive Listening?
Silent, non-verbal encouragement such as a head nod or an 'audible continuer'. (E.g. "I see," or "Mhm")
Speaking from your heart without:
1. Getting defensive or making excuses.
2. Shouting and yelling at a patient.
3. Placing blame.
Surprise! It's 1 & 3
Getting defense or making excuses AND placing blame.
What is Intro-Link-Name the Emotion?
Using phrase chunks such as "I can imagine" paired with "that" and connecting it to "this is very frustrating".
What is the OH mission?
To improve the health and quality of lives of the individuals and communities we serve.