Dealing with Difficult Outpatient Situations - 1 hour
August 24 @ 10:15am-11:15am
Participants will learn proven techniques to prevent difficult patient situations, become familiar with the L.A.S.T. Service Recovery strategy. Discover their own emotional triggers and how to manage them, apply Assertive Limit Setting and Enforcement for patients who become verbally abusive. Become more confident interacting with patients, patients’ families and others you serve.
Putting CICARE into Action
1 hour
August 24 @ 9am-10am
Today’s health care environment is more competitive and patient-focused than ever before, and meeting those demands requires greater attention to customer service. This course will teach you how to not only meet, but exceed, the expectation of our customers and have fun while you’re doing it. You will learn how to put UCLA’s signature customer service philosophy–CICARE—into action, as well as practice techniques that will build trust and allow you to succeed with every customer at every encounter.
Instructor Led Training: 1 - 3 hours
Introduction to DiSC - 2 hours
July 19 @ 1pm-3pm
August 5 @ 9am-11am
The Everything DiSC® Workshop drives awareness and understanding of the various DiSC styles. The program begins by making
each participant more aware of his/her own DiSC style. Far from the “touchy feely” programs associated with many other personality tools, the Everything DiSC Workshop is a practical approach to improving employee communication, developing stronger relationships and creating a healthier team and organization.