Do you want your employees to communicate with each other in a consistently direct and respectful way? Communication problems and the need to deliver hard messages plague interactions between employees, physicians and patients. While your employees are caring and intend to work harmoniously with each other, they may not have the necessary skills. With Practical Assertiveness, you can help your team master and apply tactful, direct, and compassionate communication that will make it more likely that they achieve the results that you and they want. Written by healthcare communication expert...

Service recovery and hospital complaint-handling are not a favorite subject among healthcare employees. Yet, if we learn to reframe complaints, we can embrace them as a second chance to make things right for the people we serve. And the fact is, every employee is the first point of contact for one complaint or another. Ideally, every person in your organization should be adept at handling complaints, so they can nip complaints in the bud. This booklet is a straightforward guide to handling complaints effectively. Designed for the frontline employee, it explores the basics of identifying the...

Do you want to reduce conflict and disharmony among coworkers and ensure mutual respect, collaboration and support? Workplace harmony and healthcare employee satisfaction are powerfully interrelated. Conflict among coworkers affects patient care and service. Also, important projects may suffer as coworkers spend their energy on troubling or non-existent relationships. That's why it's so important to develop employee awareness and skills related to coworker relationships. This short book addresses how people interact at work, how and why differences arise, what to do when they arise, and how...

Providing great customer service in healthcare is an ongoing challenge. This short book is a terrific guide to customer service essentials for front line staff. Rich with interactive exercises and self-help tools, staff become clearer on the Sixteen House Rules of Customer Service. They also raise their awareness of their own current behavior compared to the behaviors that reflect great customer service. This booklet makes a great recognition gift and support for individual coaching or staff development with groups. Customer Service has the concrete skills that can lead you and your team to...

When employees are on the phone, your organization's reputation is on the line Telephone Skills is a nuts and bolts guide to exemplifying great customer service in phone conversations. After making a convincing case for the importance of great customer service on the phone, it identifies the critical behaviors that impress customers and build consistency into the methods staff members use on the phone. Self-awareness tools, telephone protocols and skill-building exercises make this guide a great aid in staff development and coaching. Readers will learn how to handle phone conversations with...

Are you looking for effective ways to improve service excellence with your team? Achieving Impressive Customer Service helps healthcare managers inspire and mobilize their teams to extend effective service and caring to the people they serve. This book describes a rich array of simple, doable approaches that, one at a time, or in tandem, will result in improved service quality and customer satisfaction. This book is especially useful for: Managers of service lines, ancillary services and support service in hospitals and systems Administrators who want to provide managers with powerful tools...