MUSC ExcellenceUniversity - Session II

Key W

ord

s!

Singing off the Same Sheet

FRAMEWORK FOR COMMUNICATINGKey Words

AA AcknowledgeAcknowledge

II IntroduceIntroduce

DD DurationDuration

EE ExplanationExplanation

TT Thank YouThank You

KEY WordsBuilding Relationships

• role of empathy

• What are they thinking

• What are they feeling

AIDET-Does it really work?

Provena St. Mary in Kankakee, Illinois 2004-5 as measured by PRC

December January February March

A

I

D

E

T

84

20

© 2005 Studer Group

MUSC Children’s Hospital Percentile Trend

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BaseLine

Oct Nov Dec Jan Feb March April May June

MonthlyScores

QuarterlyScores

Staff Staff AIDET AIDET

Training Training began began

OctoberOctober

© 2005 Studer Group

MUSC Children’s Hospital Percentile Trend

30

35

40

45

50

55

60

65

70

75

80

85

90

95

100

BaseLine

Oct Nov Dec Jan Feb March April May June

MonthlyScores

QuarterlyScores

Key Words/AIDETPersonal 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!

Th

e M

cN

air

Gro

up

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 Basics Enhancing 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