Dealing with Difficult Patient Situations - 1 hour
Jan. 29 @ 11:15am-12:15pm
Feb. 12 @ 11:15am-12:15pm
March 5 @ 11:15-12:15
March 12 @ 11:15am-12:15pm
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.
CICARE - 1 hour
Jan. 29 @ 10am-11am
Feb. 12 @ 10am-11am
March 5 @ 10am-11am
March 12 @ 10am-11am
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 practicing techniques that will build trust and allow you to succeed with every customer at every encounter.
Instructor Led Training: 1 - 2 HR
Introduction to DISC - 2 hours
Feb. 25 @ 1pm-3pm
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 ineffective, “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 organization.