Results-driven, evidence-based strategies that promote caring communication

Empathetic communication can be learned and enhanced—these programs show you how. Our comprehensive program options include:

• Leading the Way to Breakthroughs in the Patient & Employee Experience
  A dynamic, inspiring program that explores and demonstrates powerful, evidence-based strategies that enhance the patient and family experience.
• Empathic Communication:  Yes, You Can Teach—This program examines the powerful evidence-based impact of empathy on the patient and family experience and demonstrates proven strategies for helping everyone on the healthcare team communicate with empathy.
• Anxiety Reduction:  The Key to Breakthroughs in the Patient and Family Experience—By reducing patient and family anxiety, you can improve clinical outcomes and achieve higher patient experience ratings. In this mind-stretching presentation, leaders learn how to identify patients’ anxieties, how to use Anxiety Mapping to engage employees in identifying and executing improvements, and how to apply the Language of Caring® skills specifically to prevent or reduce patient and family anxiety.
• Let’s Talk about the Elephant in the Room: Accountability Skills for the Quality Patient Experience—To achieve breakthroughs in the patient experience, we need to establish, communicate and enforce high (top-box) standards that will move us from good to consistently GREAT. In this skill-packed program, leaders learn how to raise the bar on employee performance, hold performance conversations with individuals and achieve zero-tolerance—with clarity, compassion, courage, and conviction.
• Employee Engagement through Soulful Work—People who work with soul apply their life energies to the mission of their job, to their everyday way of doing it, and to the challenge of doing it even better. Leaders learn the “Three C’s of Soulful Work”—concrete strategies that help employees feel fully alive and fulfilled in their work.
• How to Hire Caring Communicators—Hiring effective, empathic communicators is essential to providing a consistently great patient and family experience. When we make hiring mistakes, we end up either living with these and over-burdening our effective performers. Or we spend time, energy and emotional angst trying to turn ineffective performers into good ones—if we even can. Leaders learn a state-of-the-art behavioral interviewing approach to screen candidates for communication competencies.
• How to Build an Engaged Workforce—Your greatest investment in improving the patient and family experience is your employees. Leaders learn to effectively engage employees in ways that mobilize, energize and nurture their talents, commitment, and contribution.
• Getting a Grip—Personal Coping Strategies for Leaders Running Ragged – This session explores tactics for moving from a state of pressure and overload to balance and perspective. The results: Greater work life balance, renewed sense of control, increased gratification in your work and added value to your organization.
• Communication Skills for Relationship-Centered Care—To make Relationship-Centered Care a reality, we need to make sure our teams have the skills needed to build relationships. This program helps you lead the way to breakthroughs in Relationship-Centered Care and higher HCAHPS performance by illustrating the concrete skills key to forming trusting relationships with patients, families, and coworkers.
• The Power of One—Great for Nurse Recognition Week, Customer Service Week and Employee Recognition Events—Every individual has the power to make a significant difference to the people they serve. In celebration of your special day/week, our dynamic speakers pinpoint and illustrate the concrete communication skills that personalize care and service and help your team make their caring. The result:  heartwarming, healing experiences for your customers and greater employee engagement and satisfaction from their caring work.
• Leading the Way from Good to GREAT! How to take the patient experience to a new level of excellence with your team—by design.
• How Do You Say Thanks? Employee Recognition Skillshop—Recognizing people’s contributions and doing so consistently and effectively fosters peak performance, team morale, and employee engagement.
• Coaching Staff for GREAT Results—This program helps to distinguish “great” as distinct from adequate or even “good,” review and practice hardwiring higher expectations, practice “in the moment” feedback, and practice coaching skills.
• Leadership Skillshop on Dealing with Difficult Situations—A powerful model for handling challenging patient, family and coworker behavior, how to apply Caring Communication Skills to difficult situations, and hands-on practice with everyday scenarios.