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Training
Click each header for program information.
Your organization understands patients, families and potential employees are now demanding the best healthcare possible packaged with the very best customer service. But changing processes and an established corporate culture is difficult. They say “it takes 30 days to develop any new habit.” Well, it takes even longer when you have a large team to get on board. How do you, as a leader, get everyone on board and make it a relatively smooth transition?
Learning Objectives:
- A kickoff by your President: Explaining why the organization is is making this change (Leadership Development Institute) and how it fits into the overall strategic plan.
- Understand how adapting to change fits into the direction in which the organization is heading.
- Learn concepts including the “Tipping Point,” “Broken Window Theory,” the Change Continuum, Change Cycle and steps for adapting to change.
- Avoid the roadblocks and overcome the challenges along the way.
- Understand the plan needed for effective implementation.
This course will not only be a prerequisite for all other courses, but the models and ideas presented here will be threaded throughout all subsequent workshops.
The difference between a customer service training program and a long term “way of doing business” lies in an organization’s ability to integrate world-class service throughout the culture. This is a vital way to ensure your organization’s ability to maintain and sustain exceptional service regardless of personnel changes. Your Training Team is responsible for communicating and implementing the cultural changes in a cascading manner.
Team ILS can help raise the bar on the facilitation in your organization’s programs, such as your New Hire Orientation Program, to create an outstanding impression on your new hires on their first day of work. We show you how to affect the long term behavior of the audience attending the workshop. These desired behaviors should directly relate to your company’s mission, vision and values. All of this is done in an interactive way, to gain the attention of attendees with stories, examples, exercises and games to further cement it to memory.
Learning Objectives:
- Understand the importance of engaging your audience.
- Learn concepts for effective facilitation.
- Understand the keys to great storytelling.
- Avoid the common facilitation pitfalls.
- Understand how to create effective action plans.
Train selected people in your organization on the programs you want them to facilitate to your employees. We can create customized programs, specific to your unique organization.
We all have exactly the same amount of time to accomplish our daily tasks, yet it’s clear that some people are able to stay focused and get more done in less time. Discover the secrets of time management by learning how to prioritize tasks while distinguishing between what’s urgent and what’s important.
Learning Objectives:
- Identify roadblocks to managing time.
- Identify personal values and personal vision for the future.
- Learn how to maximize your priorities with the proper use of your “daily planner.”
- Distinguish the difference between what’s urgent and what’s important.
- Develop an action plan to improve your ability to manage multiple priorities.
- Learn to “walk the talk” by starting and ending meetings on time.
- Orchestrate effective meetings by delegating tasks that create consistency.
Today’s workplace reflects an extraordinarily diverse population requiring an equally diverse approach to communicating effectively to everyone involved. Likewise, we’ve all attended meetings that were poorly managed and nonproductive. This workshop attempts to address both issues.
Learning Objectives:
- How to start/end on time with clearly refined outcomes.
- Learn how to communicate to a broader audience using more inclusive language.
- Explore strategies and tactics for conducting more effective meetings.
- Gain insight and understanding of how you can take responsibility for being a more productive meeting participant when someone else is chairing a meeting.
- Integrate our service strategy into the dynamic of every meeting (so that we walk the talk).
Have you ever experienced a breakdown in communication with another person? We all have. Often, this occurs due to a lack of listening skills on the part of one or both parties. In this workshop, we cover the nonverbal aspects of communication, focusing on listening skills and nonverbal cues. After all, people pay attention to only 7% of what you say… the nonverbal pieces account for 93% of your message.
Learning Objectives:
- Avoid breakdowns in communication by improving listening skills.
- Learn how to utilize confirmation techniques.
- Develop an awareness of how your message may be perceived (assumed) based upon your nonverbal message.
Everyone has an observable and recognizable behavioral style. Style can be described as how people approach the 4 P’s of everyday living, which are: how do people approach Problems, influence and interact with People, handle the Pace, and follow rules and Procedures.
Learning Objectives:
- Learn the DiSC Model of behavioral styles.
- Discover your own behavioral style and that of others.
- Gain insight and understanding of how you can take responsibility to work better with other behavioral styles to improve communication and teamwork and decrease conflict.
We’ve all seen a project fail due to ineffective or nonexistent project management. This workshop includes processes, procedures, techniques, and best practices.
Learning Objectives:
- Learn the importance of project management.
- Explore processes, procedures, techniques and best practices.
What is stress? Stress is the "wear and tear" our bodies experience as we adjust to our continually changing environment; it has physical and emotional effects on us and can create positive or negative feelings. As a positive influence, stress can help compel us to action; it can result in a new awareness and an exciting new perspective. As a negative influence, it can result in feelings of distrust, rejection, anger, and depression, which in turn can lead to health problems such as headaches, upset stomach, rashes, insomnia, ulcers, high blood pressure, heart disease, and stroke. In so adjusting to different circumstances, stress will help or hinder us depending on how we react to it. This workshop focuses on work-related stress and will provide coping strategies, time management, organization tips and information on effects of stress in everyday life and health.
Learning Objectives:
- Learn about types of stress and its effects, both positive and negative.
- Explore effective ways to deal with stress in the workplace.
Statistics show the #1 fear is making speaking in front of a group. This fear can be mitigated by understanding the essentials for making an effective presentation.
Learning Objectives:
- Learn the steps to designing your speech/presentation.
- Explore WIIFM for your audience members.
- Avoid the common pitfalls of presenters.
- Review skills for delivering a presentation.
- Apply learnings by beginning a storyboard for your next speech/presentation.
A team or process can break down if there is no accountability. Part of a leaders’ role is to reward employees for good behavior, and hold them accountable when it is not there. Doing it effectively is a skill that can be learned.
Learning Objectives:
- Understand the importance of setting expectations, observing behavior and providing feedback.
- Learn the 5-step process to coaching and holding others accountable.
- Practice applying concepts during small group sessions.
Have you ever seen a poor manager speed through his area, only to stop and point out a negative thing to you or a co-worker? What was the impact on the team?
This workshop will concentrate on you as the leader. What does your daily walk look like? What steps do you go through in your daily routine to get the job done? What impact are you having on the people around you, the staff on the elevator, staff you work with? Does your daily walk mirror the way you want to do business? We will look for ways to close the gaps and build a plan for you to lead by example. We explore how to “round with reason” and how to achieve greater effectiveness.
Learning Objectives:
- Avoid the pitfalls and results of “poor” rounding techniques.
- Learn how to proactively “round with reason”.
- Gain insight into how great leaders “walk the talk”.
Organizations known for providing world-class service are also known for their ability to tell stories and motivate others through storytelling. Most employees do not remember models, concepts and graphs, but when told an engaging story, not only do they understand the concept or message, but they can retell the story to others, thus sharing the message and reinforcing the organization’s culture.
Learning Objectives:
- Learn the key elements to all effective stories.
- Benchmark other famous stories from your industry and discover what made those stories impactful.
- Avoid the five most common mistakes in storytelling.
- Apply, create and practice actual stories personally, and in your organization.
Research indicates that the most effective method for improving performance is immediate behavior-centered coaching. Coaching intends to enhance performance and learning by a process of discussion, discovery, and hands on experience. It involves feedback, motivation, effective questioning, and matching your approach to the style/personality of the person you are coaching. It does not rely on a one-way flow of information by directing, telling, or instructing.
Learning Objectives:
- Learn a six-step coaching model.
- Explore application to the workplace.
- Discover how to give specific, targeted feedback to subordinates, peers, and bosses.
- Role play scenarios for skill practice.
- Develop a sustainable action plan to improve your ability to offer effective coaching and feedback.
Leaders must often handle conflict between employees and/or customers. Learning how to do this effectively can impact the retention of both. Clearly the cost of finding new employees and customers is far too expensive to leave to chance. Increase retention by learning how to resolve issues, offer feedback without building resentment, and manage people with greater effectiveness.
Learning Objectives:
- Discover five strategies for dealing with conflict.
- Understand the impact of autobiographical responses.
- Learn how to use empathetic learning techniques.
- Develop assertive responses in conflict situations.
- Develop an action plan to improve your ability to resolve conflict effectively.
All too often leaders believe that a half-day of "team building" activities will result in a cooperative work team. In reality, it may help to foster some goodwill, however it rarely yields the desired results. In this program you will be identifying the six progressive steps to building a team. Once understood, a group can evaluate where they are now and what steps need to occur to move to the next level. Team building results when all of the above skills come together to build trust between co-workers. It is never a quick fix. It must be a sustained effort supported from the top down with leaders modeling the behaviors and values represented in the company culture.
Learning Objectives:
- Explore the elements of team building.
- Identify the factors affecting teams today.
- Discover steps to becoming a highly integrated team.
- Assess where your team falls within the six-step process.
- Explore the value of a shared vision.
- Develop an action plan to move your team to the next level.
(Requires 4 hours; not including a $60 per person DiSC On-line Assessment compiled by a third- party organization.)
Each of us has a process of thinking and acting. These tendencies can be categorized into one of four distinct behavioral styles. By understanding our own style and the styles of others we can learn strategies for building relationships. Personality profiling can provide a clear picture of the user’s behavioral pattern. Once understood, an individual can use the information to develop themselves and anticipate how co-workers and clients will respond in given situations, maximizing their effectiveness in the workplace.
Learning Objectives:
- Learn how to understand and identify the four distinct universal personality styles
- Gain insight and understanding of your own behavior, based on the tendencies of each style
- Develop strategies and tactics to improve your ability to manage and motivate individuals to maximize their behavior.
Prerequisite: “Adaptive Leadership”
Some workers respond better to different approaches by others. In this workshop, we will discover your leadership style and explore other personality and work styles, and discover ways in which the different styles can work together for best results.
Learning Objectives:
- Learn how your leadership impacts others.
- Explore strategies and tactics for leadership communication.
- Gain insight and understanding of how you can obtain more productive results with the diverse styles on your team.
What is trust? Reference books say that trust is “a measure of belief in the benevolence and competence in another party.” Why do you want to build trust? To achieve greater results. How do you build trust? This workshop addresses the why and how.
Learning Objectives:
- Understand the negative impact a lack of trust has in a team.
- Learn steps to building trust, or to rebuilding broken trust.
Unfortunately, none of us are great at everything when it comes to managing people, places and processes. Learning strategies that have helped experts in a variety of managerial capacities can give you new insights into areas that you may need improvement. Some of us are strategic thinkers and some of us do better with implementing tactics. In this program you’ll gain insights into both. Your challenge will be to assess your own talents and strengths to determine how best to incorporate these strategies into your unique situation.
Learning Objectives:
- Learn a set of top-10 leadership strategies and tactics
- Explore how to make them your own
- Develop an action plan to improve your performance as a leader.
It’s easy to work with people who are like you… people you understand. It’s harder to work with people who come from different backgrounds or who think differently. Working well together pays off big: the most diverse teams can have the greatest opportunity for successful outcomes and give the best results. This workshop tackles the joys and pains of working with others and provides techniques for doing so more effectively.
Does your daily walk mirror the way you want to do business? We will look for ways to close that gap and build a plan for you to lead by example. This workshop will discuss your role as a service leader and on how to bring your organization’s Service Culture to life.
Learning Objectives:
- Learn the value of Touchpoint Mapping your daily walk and your patients’ experience
- Communicate to your team: keeping service live!
- Creative ideas to keep service in everything we do
 The Customer Expectation Compass is a tool that will help participants understand customer Wishes, Needs, Emotions and Stereotypes.
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Since loyalty comes from truly exceeding expectations, it is critical that for each customer group and each service experience identified (e.g., dialysis, NICU, billing, patient transport) be examined to know what expectations are, so they can be exceeded consistently.
Learning Objectives:
- Utilize the Customer Expectation Compass to evaluate customer expectations.
- Understand how you can respond to different customers with different needs and expectations.
- Begin to draft a plan on creating Ideal Patient Narratives for these different customers.
We will focus on the entire patient experience, mapping out each (major) step in the typical patient experience and looking for ways to move the patient satisfaction scores up incrementally, one step at a time, one Touchpoint at a time.
Ideal Patient Narratives will result from the application of the Customer Expectation Compass and Touchpoint Maps. These narratives will serve as the goals for leaders to strive to achieve.
Prerequisite: “Touchpoint Mapping”
This workshop will share an interactive DVD of the patient experience. It provides opportunities for viewers to rewrite the script so that the experience becomes something exceptional.
Learning Objectives:
- See an organization’s experience through the patients’ eyes.
- Explore writing patient narratives for each touchpoint.
- Apply key concepts by rewriting the ideal patient narratives in your area.
First Impressions: They say “You never get a second chance to make a first impression”. This workshop will explore ways you can create “Awesome Arrivals” for your customers/patients.
Last Impressions Create Lasting Impressions: The last thing you hear is the one you remember most. Many organizations miss the opportunity to make the customer/patient feel good as they are leaving or once they get home. This workshop also explores ways you can create “Fond Farewells” for your customers/patients.
For hospitals, the workshop includes:
- Discussion on the importance of first and last impressions through the patient’s eyes
- The magnitude of impact on overall patient satisfaction surveys
- Ways we can help family members say good-bye to their departed loved ones.
Learning Objectives:
- Assess the first and last impressions made by your organization or department.
- Discover ways you can raise the bar on these encounters.
- How you can create an “Awesome Arrival”?.
- Does your facility say “patient first” or “us first”?
- Learn the keys for successful way-finding as part of the arrival process.
- Raise the bar on customer interaction through ideal narratives.
- Gain insight and understanding of how you can make a positive lasting impact on a patient/customer, which increases patient satisfaction scores and ultimately adds to the bottom line.
Everything in your organization “speaks”… from the dead plants in Oncology to the employees smoking in front of the Cancer Center sign to a messy desk with confidential files strewn all over it. We explore from the customer/patients’ viewpoint: what they hear, see, smell, and touch... and how all this makes them feel.
Learning Objectives:
- What are some Enhancers to help make your organization stand out?
- What are some Detractors that are taking away from your patients experiences?
Good organizations know that to survive and thrive in any industry you must have a balanced scorecard for success. Every healthcare organization needs to strike a balance among four major components to be successful long term: employee satisfaction plus patient/resident satisfaction plus clinical/technical proficiency and business outcomes. This workshop addresses the challenges of balancing these.
Learning Objectives:
- Learn the four components of success.
- Identify the challenges of balancing these components.
- Develop an action plan to improve your organization’s continual balancing act for greater success.
Do the patient satisfaction surveys boggle your mind? Lines, numbers and correlation coefficients sometimes make for impossible analysis. Learn how to take those complaints and turn them into drivers for success. This workshop will teach you not only how to interpret the patient satisfaction survey, but also implement its results in your department.
Learning Objectives:
- Learn how to interpret the patient satisfaction survey data.
- Prioritize an action plan based on summary data.
- Learn how to implement the plan in your department.
Have ever you been challenged by a leader to bring data to show why a change is necessary, or to prove a change would really be beneficial? This workshop is designed for the numbers-impaired, high touch people who do not know how to begin to tackle these issues in their work area.
Learning Objectives:
- Learn to hone in on what is important; what needs to be measured.
- Identify the challenges of measuring statistics.
- Strategize methods of sharing your issues and results.
Everyone knows that if someone has a bad experience with your location, product or service, they will go out and tell 10 of their friends. And in this age of the internet they can tell even more. That means that all those people could potentially have a negative perception of your product without ever experiencing it.
There are many reasons why organizations want to transform themselves into a world-class service organization, and they all lead to one financial outcome… improving the bottom line.
Though there are many payoffs, the top measurable ones include:
- Reduce Turnover -- the cost of training more new hires will decrease as turnover decreases, since employees feel a sense of pride in their workplace.
- Increase Employee Satisfaction -- increases as employees feel a part of something bigger when they understand their “role in the overall experience”.
- Increase Patient Satisfaction -- as patients feel they are treated with respect, courtesy and dignity by knowledgeable, experienced and empathetic professionals.
- Increase Return Visits -- as employees will ensure world-class service for their patients and guests, who in turn tell their family and friends, who then return for future visits.
- Increase Revenue -- all of the above lead to a positive impact on the bottom line.
Dissect the cultural DNA of corporations known for the world-class service delivered consistently and virtually seamlessly through the eyes of the customer or patient. Share insights on how they implement such a culture and how those insights can be hardwired to your business as well. Members on our Team have worked for many of these phenomenal organizations, such as Disney, Southwest Airlines, Ritz-Carlton and Nordstrom, and will share their secrets.
Today’s workplace reflects an extraordinarily diverse population within specialized departments, and very special roles within. This can create impenetrable silos, fiefdoms or kingdoms with their own rulers, rules and sub-cultures. Creating an overriding CREDO, SERVICE THEME or BATTLE CRY that all can rally behind is step one. The next step is how to localize it into sub-themes…where you create global consistency, but local hospitality and charm (based on its specialty).
Many organizations think that just training their employees on customer service will change the entire organization forever. In most cases it just becomes the ‘program of the month’. To help sustain any service initiative or cultural change, a new language of service must become pervasive to keep employees in the mindset of service. Otherwise, we can all slip back in into the work transaction mode, versus building lasting relationships. These customer service terms begin to integrate in everything you do, like the way you recruit, train, and interact with patients and each other. These terms will help motivate your team members to start thinking and acting more “service focused” simply by using these terms daily.
ILS will help your departments look at each customer/patient interaction or “Touchpoint” and script out favorable and forbidden service language. The goal is to find ways to raise the satisfaction bar at each interaction opportunity.
Learning Objectives:
- Learn how to communicate to a broader audience using more inclusive language.
- Explore scripting at Touch points to raise the satisfaction bar.
- Remove the jargon and the industry specific deciphering needed to translate your technical business language into usable, everyday language that all can understand.
- Gain insight and understanding of what you say and how you say it can affect how patients and customers feel about their overall experience.
- Understand that at the end of the day what you and said and how you said it will have a lasting impression on whomever you interact with.
- Create consistency and continuity through customer friendly language.
- Discover how language can change behavior, attention to detail and attitudes
(How Uniformity Can Create Better Patient Care)
ILS will help you create a handbook that outlines the approved physical obligations of all team members to deliver exceptional patient first experiences. This handbook will be given to persons applying for a job and will be used to assure consistency and continuity in your organization.
Outcomes include consistency around:
- Showing good judgment and being approachable to all customers
- Hairstyling, hair coloring, headwear, makeup, jewelry, footwear, eyewear, and body alterations (including tattoos and body piercing)
- Nametags, approved and unapproved additional pins, flags, stickers
- Personal hygiene
- Medical restrictions
- Religious restrictions
- What is considered on-stage behaviors and backstage behaviors
- We offer other workshops, consulting and coaching for executives that may be found listed under one of the other categories on the web site.
- Click here to see the list under Consulting or click on one of the other categories on the Diagram.
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