Service recovery and hospital complaint-handling are not a favorite subject among healthcare employees. Yet, if we learn to reframe complaints, we can embrace them as a second chance to make things right for the people we serve. And the fact is, every employee is the first point of contact for one complaint or another. Ideally, every person in your organization should be adept at handling complaints, so they can nip complaints in the bud. This booklet is a straightforward guide to handling complaints effectively. Designed for the frontline employee, it explores the basics of identifying the problem, listening, exploring options, following through and getting the right people involved. This is a great tool for managers and educators to use with staff to develop positive attitudes and concrete skills for turning dissatisfaction into satisfaction through effective communication.

Do you want to reduce conflict and disharmony among coworkers and ensure mutual respect, collaboration and support? Workplace harmony and healthcare employee satisfaction are powerfully interrelated. Conflict among coworkers affects patient care and service. Also, important projects may suffer as coworkers spend their energy on troubling or non-existent relationships. That's why it's so important to develop employee awareness and skills related to coworker relationships. This short book addresses how people interact at work, how and why differences arise, what to do when they arise, and how you can personally influence the quality of relationships you have with other employees on the job. This book is ideal for individuals who may benefit from greater self-awareness about their relationships at work. It is also a useful text for staff development workshops and coaching and a powerful tool to effect greater healthcare employee satisfaction. Working Together is the resource you need to build a cohesive and productive environment in your organization.

Are you looking for effective ways to improve service excellence with your team? Achieving Impressive Customer Service helps healthcare managers inspire and mobilize their teams to extend effective service and caring to the people they serve. This book describes a rich array of simple, doable approaches that, one at a time, or in tandem, will result in improved service quality and customer satisfaction. This book is especially useful for: Managers of service lines, ancillary services and support service in hospitals and systems Administrators who want to provide managers with powerful tools for making improvements Managers in managed care, ambulatory care, medical practices, home care and long-term care Administrative physicians Professionals in training, education, and organization development Change agents and consultants Anyone in health care who wants to focus on achieving impressive customer services If you want to engage your team in advancing service quality, Achieving Impressive Customer Service has concrete strategies for you

Do you want your employees to communicate with each other in a consistently direct and respectful way? Communication problems and the need to deliver hard messages plague interactions between employees, physicians and patients. While your employees are caring and intend to work harmoniously with each other, they may not have the necessary skills. With Practical Assertiveness, you can help your team master and apply tactful, direct, and compassionate communication that will make it more likely that they achieve the results that you and they want. Written by healthcare communication expert Wendy Leebov Ed.D, Practical Assertiveness is a clear nuts and bolts guide filled with case situations, self-assessment tools, and practice exercises that help learners: 1) Communicate their wants, needs and feelings in a genuine way that shows their caring and altruistic intentions 2) Build harmonious, respectful relationships 3) Reach new heights of self-confidence, contribution and pride in their work If you are anxious to replace difficult, tension-ridden interactions with direct, respectful exchanges, Practical Assertiveness has the strategies for you

When employees are on the phone, your organization's reputation is on the line Telephone Skills is a nuts and bolts guide to exemplifying great customer service in phone conversations. After making a convincing case for the importance of great customer service on the phone, it identifies the critical behaviors that impress customers and build consistency into the methods staff members use on the phone. Self-awareness tools, telephone protocols and skill-building exercises make this guide a great aid in staff development and coaching. Readers will learn how to handle phone conversations with professionalism, tact and impressive customer service. This resource includes scripts, self-assessment tools and practice exercises, and is great for staff development.