3. SESSION OBJECTIVES At the conclusion of this training session, we will understand: How we demonstrate Compassion in our work unit Ways in which Compassion helps provide exceptional service How to use AIDET as a service interaction model How to use HEARTS as a service recovery model How to provide empathy by listening and responding to the concerns of others

4. BJWCH Values Conversation Tool

5. COMPASSION BEHAVIORS All team members should demonstrate Compassion in the following areas: I will set priorities to meet the needs of internal and external customers and do this in spite of time limits and pressures. I will smile, make eye contact & speak in ways that are easy to understand. I will actively listen and show concern and interest. I will ensure proper body language and tone of voice when communicating with others. I will avoid loud talk and making excessive noises I will make internal and external customers at ease to reduce anxiety and promote a calm, professional environment. I will take immediate steps to resolve issues and communicate results in a timely manner. I will use the approved service interaction model (AIDET) & service recovery protocol (HEARTS) effectively. I will consistently acknowledge the facts and feelings of others to show empathy. I will identify and act on opportunities to provide empathic statements.

6. Service Interaction Model

7. Service Recovery Model

8. EMPATHY

9. RESPONSE STARTERS: THE FEELINGS It seems as if you are feeling…. It sounds like you are…. I am hearing that you are…. I can tell this is important to you because…

10. EMPATHY CONNECTORS Due to… Because…. Causing You to Feel….

11. EMPATHY THE FACTS What the patient/guest/colleague has shared with you The issues or concerns that cause the patients/guests/colleagues Use some of the same words in your response

12. EMPATHY I have been out of surgery for 12 hours, and your nurses are already asking me to get up and walk. I am scared that I will hurt myself if I get out of bed, and I am too tired and in too much pain. RESPONSE STARTERS: The Feelings CONNECTORSTHE FACTS