The Language of Caring JumpStart Workshop Our Objective: Provide an overview of the Language of Caring for Staff program. The Language of Caring for Staff is a dynamic, evidence-based strategy designed to help our team show how much they care which improves the donor and blood drive coordinator experience, enhances our outcomes, retention and customer satisfaction scores. The program creates alignment by developing a common language for caring communication; it clearly defines and standardizes best-practice communication skills without scripting. It mobilizes all employees as active contributors who together create a culture and community of caring that advances our mission. The Language of Caring makes our other initiatives more effective. It builds the communication skills key to quality implementation of best-practice tactics. Outline of JumpStart Course 1. Introduction and Purpose a. Connecting the Dots to Our Mission b. Goals for Impacting the Donor Experience c. Warm-Up Exercise 2. Introduce & Practice the Language of Caring Communication Skills (See Next Page) 3. Suggestions on how to Start Now 4. Complete Session Evaluation 1
Introducing the Language of Caring Head Communication The Practice of Presence Acknowledging Feelings Showing Caring Nonverbally Explaining Positive Intent The Blameless Apology The Gift of Appreciation Say it Again with The Language of Caring: From Good to Great Ten Skills That Communicate Caring These skills ensure that the person on the receiving end of your caring FEELS it. Overview Brief description of the program and related empathic communication skills. Why invest in Language of Caring? How does this fit in with everything we are doing? Use the Head Sandwich Start with heart messages, move to head information and end with heart messages. Foundational skill that builds trust and reduces anxiety. Focus your full attention on the person Breathe. Make eye contact. Turn toward the person. Lean in. Face the person fully. Do not think about what comes next (no multitasking)! Let go of distractions and tune in. Do not highjack the conversation. In an accepting way, without judgment, reflect back the feeling you think you re seeing or hearing. It is OK to get it wrong! You sound upset. You seem relieved. Sounds like you re really frustrated about this. Match your nonverbal signals to theirs. Be aware of your body language, tone of voice, facial expressions, and pace of speech or movement. We are never saying nothing; over 90% of communication is nonverbal. Practice ATTUNEMENT- Meeting calm with calm, urgency with urgency, and anger with visible concern. Tell the person WHY you feel what you are doing will benefit them. Use the words for you and with you routinely. I want to protect your privacy. I want to ease your mind. I want to make this process easy for you. Express regret that the person is somehow suffering. Don t blame yourself or others. Be specific if possible. I m sorry it s been so hard for you. I m sorry about the inconvenience. Your nonverbal messages REALLY matter if you are to sound truly caring and genuine. Express thanks, appreciation and admiration when the person least expects it, and it can be hardest for you to give it. Thank you so much for your patience. This must take a lot of courage on your part. Your Mom is so fortunate to have you here with her. When you have to hold your ground with someone who isn t satisfied at first. Repeat your main message, as well as what you CAN do. Use other skills to express caring with EACH response. Communicating Great Caring Start now. Practice makes permanent! Identify your common situations to turn Tragic responses into Magic responses. Coach each other to a 5 routinely. 2016 Language of Caring, LLC 2
A. Quickly jot down your first response to the two statements. Don t think too much! Situation: Your First Response Donor to YOU: I have been waiting for over an hour! Has everyone forgotten about me? This is ridiculous! Coworker to YOU: I m just so sick of all these complaints. They just don t get how much work we have to do and if they gave us more staff, it would help! HEART HEAD HEART NOTES: 2016 Language of Caring, LLC 3
PRACTICE OF PRESENCE NOTES: ACKNOWLEDING FEELINGS NOTES: 2016 Language of Caring, LLC 4
NONVERBAL CARING NOTES: B. Explain Positive Intent in these situations. Situation Coworker to YOU: Why do I need to learn a new procedure? The way we have been doing it is working fine! With Positive Intent Explained (How will this benefit the person?) Donor to YOU: Why do you need the same information each time? Don t you have systems to know it s me I ve done this 20 times! 2016 Language of Caring, LLC 5
POSITIVE INTENT NOTES: BLAMELESS APOLOGY NOTES: 2016 Language of Caring, LLC 6
C. The Gift of Appreciation: Quick Practice Situation The volunteer at the blood drive has been steadily processing donors through registration for the last 3 hours. Words You Can Use to Express Appreciation to This Person (Thanks, appreciation, or admiration) Someone from another department goes out of the way to get you key information you need for an upcoming meeting. GIFT OF APPRECIATION NOTES: 2016 Language of Caring, LLC 7
D: Communicating Caring- Tragic to Magic Work with a partner on the assigned Situation. Develop a quick Tragic response first. Then work on your HHH message remembering to start with heart and end with heart. EXAMPLE: This seems like it s taking forever to get me going. We seem to go through the same process every time I m here. I am in a rush to get going. Tragic (uncaring) You should have been here yesterday when there was not a wait. Magic (full of caring) H- I m sorry it feels like we are not moving fast enough. I realize it can be quite frustrating when you are in a rush. H - These questions are important both to ensure it is safe for you to donate, and safe for the person who receives it H - I too want to make this process go as quickly and smoothly as possible. Thanks for understanding and for your patience Situation 1 You hear a co-worker complain about a donor in a public area where other donors and guests can hear them. You approach the co-worker to address the situation. Tragic Response Magic Response (full of caring) Draw on the Skills That Communicate Caring for your Magic Response Head 2016 Language of Caring, LLC 8
Situation 2 Donor arrives upset because they have forgotten their appointment time and now are late. Tragic Response Magic Response (full of caring) Draw on the Skills That Communicate Caring for your Magic Response Head Situation 3 Donor says to you: I m here to give blood, but I don t have an appointment. Don t worry about all that silly paperwork I don t have any problems. Tragic Response Magic Response (full of caring) Draw on the Skills That Communicate Caring for your Magic Response Head 2016 Language of Caring, LLC 9