MUSC Excellence University - Session II Key Words!

Singing off the Same Sheet

FRAMEWORK FOR COMMUNICATING Key Words A Acknowledge Acknowledge I Introduce Introduce D Duration Duration E Explanation Explanation T Thank You Thank You

KEY Words Building Relationships role of empathy What are they thinking What are they feeling

AIDET-Does it really work? Provena St. Mary in Kankakee, Illinois as measured by PRC December January February March AIDETAIDET 84 20

© 2005 Studer Group MUSC Children’s Hospital Percentile Trend Staff AIDET Training began October

© 2005 Studer Group MUSC Children’s Hospital Percentile Trend

Key Words/AIDET Personal Work Sheet 1.List those whom you primarily serve through your work, e.g. students, faculty, donors, community, etc. 2.Make a list of words/phrases that would describe what these people are typically thinking or feeling at the time you begin to interact with them, e.g., nervous, confused, unsure what to expect, excited, lost, how long this might take, etc.

The ZONE! What is your ZONE? Commit to 10/5! The McNair Group

The Basics Good eye contact Smile & make person feel welcome/at ease Non-verbal language is KEY! Learn/use other’s name A Acknowledge

The BasicsEnhancing the experience State your name and role/position “Manage yourself up” to others (Self, Skill Set, Experience) Manage up co- workers & other departments I Introduce

Managing UP! Yourself Others around you MUSC What if I’m NEW?

Give realistic time expectations - Wait times - Process information - Time to complete next steps D Duration

Keep others informed of anything that they can expect - Specific what and why - Manage up others - Check for clarity??? E Explanation

Personally thank others for their time Invite them to re-contact you or dept Check if there is anything else you can do to assist them for now T Thank

© 2005 Studer Group

Exercise: How would you incorporate it into your role? Anything uncomfortable? Start modeling Key Words/AIDET now