Month/Topic
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Description
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February 15, 2024
Communication –
Connection & Influence
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Communication is at the heart of all human interactions. It can make or break relationships. Discover 4 Principles for Connecting when communicating and identify how communication impacts service to others.
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April 18, 2024
Living Service Values
Every Day
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Whether in direct patient care or not, every employee has customers they serve. Understand the universal needs of service, apply AIDET principles
(adapted from Studer) for delivering good service, and be introduced to the HEAL method for service recovery.
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June 20, 2024
Resolving Conflict Even
When It’s Uncomfortable
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Very few people enjoy conflict. Many avoid it. We all have it. Learn foundational skills to bravely step into conflict while maintaining respect with and for others in the process of moving towards resolution.
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August 15, 2024
Creating a Trusting
Relationship with Others
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When trust is missing or shaken, relationships suffer. Both patients and peers seek trusting relationships with those around them. Re-examine the building blocks of trust and restore practices that earn and maintain trust with others.
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October 17, 2024
Using Communication Tools
Their Intended Way
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With so many ways to communicate, how do you know what to use when…and how? Review key elements of email etiquette and distinguish the intended uses for various communication methods.
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December 19, 2024
Social Media & HIPAA
in Small Towns
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While the use of social media is personal, it can impact work-related relationships—bringing people together…or creating unintended separation and contributing to poor perceptions. If not carefully managed, social media also risks breaching patient confidentiality—
a consequence much preferred to be avoided!
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