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Setup & Materials

Prerequisite: None

Duration: 3 ½ hours

Format: On-site, two facilitators

Audience: This training is designed for groups of 8 - 15. Activities and/or discussions may need to be tailored to accommodate larger group sizes.

Training Materials:

Laptop Projector/In-Focus

Speakers for laptop Media: PPT, Leadership video, All video links, tagul.com

Flip chart pads Masking tape

Flip chart markers Pens

Dry erase markers Laminated customer service model poster

Laminated ground rules poster Sign-in sheet

Name tent cards Blank cards/post-its for good greeting/bad greeting activity

SWAG Snacks/water (optional)

Handouts (in folder):

Service Principles & Behaviors Leadership Statement

Think Yes Statements Greeting Guidelines

Communication Tips Difficult Conversations

Empathetic Communication Empathy Activity Worksheet

Be Part of Your Team Checklist Self-Care Resource List

Set Up:

Configure tables and chairs depending on size of group

Materials folders & small stack of blank cards is placed on each table prior to participant’s arrival.

Hang laminated Think Yes to Care poster

Prepare small group work and materials

Write facilitator contact information on white board or flip chart paper

Cue media

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Think YES to Care

Customer Service Training

START TRAINING HERE

Objectives:

Participants understand the purpose of this training

Participants understand how training will unfold

Participants understand training objectives

Identify attributes of good customer service.

Understand how the examples relate to the Service Principles.

Materials:

Agenda

Leadership statement and video

Flip chart & markers

- Laminated Ground Rules

- Customer Service Examples

- Personal Objectives

Folders with handouts

Trainer Introductions

SAY: Welcome to the Think Yes to Care customer service training. My name is {insert name}, and this is {insert name}, and we will be your trainers for today. We are excited to spend this time together to introduce you to the Think Yes to Care customer service model. This training will be interactive with lots of activities and discussions built into it. We all bring a unique perspective and experiences, so we encourage you to participate to a level you feel comfortable with.

A little bit of background: This model was created over the course of a year with a cross-departmental workgroup. It was a combination of past Think Yes efforts at other County Departments as well as Kaiser’s CARE model.

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Why are we here?

This IS:

A forum to learn techniques and approaches from each other
An opportunity to understand how the five service principles fit into our work

This is NOT

A top-down training
A criticism of the great work you do every �day

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Housekeeping

Bathroom/bio breaks/stretching
Emergencies

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Agenda

Welcome – 30 minutes
Think YES Service Principles – 150 minutes
Closing and Evaluation – 30 minutes

TOTAL TIME: 3.5 hours

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Introductions

Introductions
Icebreaker: What is a great example of Customer Service?

Participants Introductions

If time permits, go around the room and ask each person to introduce themselves by name, role, and length of time they’ve been with the County. An alternate approach to introductions might be to call out different role groups and have participants raise their hands if they are in that role group.

Icebreaker Activity

What is an example of great customer service? This can be something you or a coworker have done, or service at a business or other organization. Go around the room until you have heard from everyone (for large groups, have participants shout out examples); provide examples, if necessary.

Record ideas on flip chart paper.

SAY: Thank you for these examples! This shows that recognizing good customer service is something we can all do, but providing it consistently, every day, is what this model was created for.

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Leadership Statement

Handout

Leadership in-person welcome or video

SAY:We’re thrilled to kick off this training with a welcome from ICS leadership. This project wouldn’t be successful without leadership commitment and support. Without further adieu, I’d like to turn it over to {insert name} to share some thoughts with you about the importance of this work (or share video if leadership not present):

Leader to address the following as it relates to customer service:

Environment of care is changing

Clients have choice

Clients give us feedback and expect the best

Clients view us as the face of Multnomah County - you are the front lines!

Strategic plan goals around patient centeredness, culturally competent care, quality…

Staff deserve dignity and respect, and to be supported by colleagues

Leader to talk about expectations and accountability

Leader to talk about how this is an opportunity to constantly learn and improve what we already do well

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Ground Rules

Be respectful
Everyone has a voice
Assume good intent
Bring a positive attitude
Keep things confidential
Be a good listener
Be respectful of time
There are no stupid questions
Have fun!

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Training Objectives

Upon completion of this training participants will:

be able to define the 5 Think Yes to Care Service Principles.
have experience practicing Think Yes to Care behaviors with coworkers.
be familiar with resources to effectively integrate the model into daily work.

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BRING A THINK YES ATTITUDE

Service Principle #1

20 mins

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Think Yes Statements

	Instead Of…
	I can't help you with that.
	Next?
	You have the wrong number, and you’ll need to call someone else.
	Someone else must have made a mistake.
	There aren’t any more appointments today.
	I don’t work on that day, so I can’t help.
	I don't know.
	It’s not my fault.
	That won't work.
	It is time for my break.
	We can't do that.
	Your application is denied.
	I don't have time to do that.

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Think Yes Statements

Think Yes!	Instead Of…
Let me see what I can help you with.	I can't help you with that.
Can I help you?	Next?
Here is the telephone number; let me connect you.	You have the wrong number, and you’ll need to call someone else.
Let’s see how we can straighten this out.	Someone else must have made a mistake.
Let me check what’s available.	There aren’t any more appointments today.
Although I’m not working on that day, I’ll find a coworker who can help you.	I don’t work on that day, so I can’t help.
I will find out.	I don't know.
I’m sorry to hear that.	It’s not my fault.
Here are some options...	That won't work.
I’m stepping out for a bit, but my coworker is going to help you with this question.	It is time for my break.
Let's look at some options.	We can't do that.
I'm sorry, you are unable to qualify at this time. Here are some other options.	Your application is denied.
This might take a little time. Let me do some research on this and I'll be back in touch.	I don't have time to do that.

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Activity 1: Negative to Positive

Handout: Think Yes Statements
Identify a time where a negative statement was used
How could a Think Yes statement have been used instead?

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BE WELCOMING AND FRIENDLY

Service Principle #2

15 mins

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Activity #2: Greetings

What are some examples of BAD greetings?
What are some examples of GOOD greetings?

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Greeting Guidelines

Greet the client within 3 seconds of arrival via eye contact and a smile, or greeting and a smile.

Patients will feel welcome

Greet clients with their preferred name.

Personalizes service

Offer service within 3 minutes, if at all possible.

Clients have confidence that they will be serviced in a timely manner

Make a non-business related statement or question to the client as an initial statement.

Personalizes service and builds a relationship by learning more about them as a person and not just a patient.

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BE PERSON-CENTERED AND CULTURALLY RELEVANT

Service Principle #3

45 mins

Objectives:

Describe how this principle fits into other public health frameworks.

Demonstrate understanding of the impact to the client when applying this principle.

Demonstrate how to apply empathy in interpersonal situations.

Materials:

Flip chart & markers

Empathetic Communication handout

Empathy Activity worksheet

SAY: The third service principle is about being person-centered and culturally relevant. We’ll spend the most time talking about this principle because it applies to everything we do.

Would someone please read the principle description and behaviors?

Person centered services are about fostering strong relationships with patients and their families to better care for the whole person. They also ensure care is delivered with respect for cultural background and preferred language. Let’s watch a quick video demonstrating client needs not being met based on cultural and linguistic barriers.

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Video: Language Barriers

Link to video

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Related Strategies

Patient-Centered Primary Care Home model Core Attributes
MCHD/ICS Mission & Vision statements
Cultural Competency Framework
Client Experience work

Surveys
Comment cards

SAY: Some of the current tools and strategies to help us achieve our aim of being patient-centered and culturally relevant include:

Reference:

Patient-Centered Primary Care Home Model

ACCESS TO CARE - “Health care team, be there when we need you.”

ACCOUNTABILITY - “Take responsibility for making sure we receive the best possible health care.”

COMPREHENSIVE WHOLE-PERSON CARE - “Provide or help us get the health care, information, and services we need.”

CONTINUITY - “Be our partner over time in caring for us.”

COORDINATION AND INTEGRATION - “Help us navigate the health care system to get the care we need in a safe and timely way.”

PERSON AND FAMILY CENTERED CARE - “Recognize that we are the most important part of the care team - and that we are ultimately responsible for our overall health and wellness.”

MCHD & ICS Vision/Mission

MCHD Vision: “Healthy People in Healthy Communities”

MCHD Mission: “In partnership with the diverse communities we serve, the Health Department strives to assure, promote, and protect the

health of the people of Multnomah County.”

ICS Vision: Patient and family-centered services designed and integrated for optimal health.

ICS Mission: We provide quality health services for people who experience barriers to accessing care.

ICS Values: Quality and safety  Patient centered and culturally relevant  Fiscally sound and accountable  Engaged, expert workforce

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Video: Microaggressions

Video
Training opportunity through the training calendar: “Interrupting Microaggressions” & “OUCH – that Stereotype Hurts”

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Video: Empathy

Empathy video

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Activity #3: Empathy

HANDOUT: Empathy Activity Worksheet
In pairs, practice responding to scenarios

SAY: Now that you’ve reviewed the handout and watched the video, let’s practice using empathy.

Go ahead and take out the Empathy Activity worksheet and find someone to pair up with that you haven’t worked with yet today. (5-10 minutes)

Choose a scenario

Develop a script that includes the statement from the client and an empathetic response from the staff

Be prepared to role-play for the large group

Ok, let’s come back together.

Is anyone brave enough to act out their scenario? (We understand we only gave you a few minutes to put this together, so we’re not expecting perfect answers!)

What challenges or thoughts did you have while developing your response? Was it easy? Difficult?

Summary:

Just like with anything, developing skills that allow us to continually remain person-centered and culturally relevant takes practice. It can be especially difficult to do so after long frustrating days at work. How might you practice using empathy in your day to day work?

By continually refining skills and taking the time to actively focus and engage with clients, we will strengthen relationships and prevent problems from occurring.

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Break time!

Be back in 15 minutes

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BE AN EDUCATOR

Service Principle #4

25 mins

Objectives:

Understand role as educator for clients and each other.

Learn about tools and techniques to strengthen and improve communication.

�Materials:

Flip chart & markers

Communication Tips handout

Difficult Conversations handout

SAY: Another way we can assure a smooth experience for our clients is by being an educator. So much of what we do is offering information to people we interact with.

Would someone please read the service principle and behaviors?

Working in the health care field, we have a fairly high knowledge of the system. However, we need to remember that not everyone has the same level of understanding, and that certain factors may make it difficult to understand and retain the information that is given to them.

What parts of your job role make you an educator?

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Patient Education

Patient Education & Health Promotion Commons Page

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Health Literacy

Health Literacy:

The degree to which individuals have the capacity to obtain, process, and understand health information and services needed to make appropriate health decisions.

Health Literacy video
Teachback
Plain Language

SAY: The degree to which individuals have the capacity to obtain, process, and understand health information and services needed to make appropriate health decisions.

Let’s watch a quick video to illustrate the importance health literacy. Play Health Literacy video https://www.youtube.com/watch?v=BgTuD7l7LG8

Why do you think we had you watch this video?

If you would like to go a step further in understanding how to address health literacy issues, visit our Commons page, where you can learn about a technique called “Teachback,” which will help you check for understanding with clients.

SAY: In your packet is a handout called Communication Tips. We’d also like to spend a moment talking about plain language as it relates to health literacy:

What do you think plain language means?

Plain language is simply using common, easily understood word and phrases instead of jargon, technical language, and acronyms.

Using plain language is important so that clients can better understand information related to their care. It is also important to use with coworkers and partners who may not be familiar with technical words or acronyms related to our work.

What are some words we use every day that might not be easily understood by clients? (examples: Eligibility, Referrals, Nominal Fee, CCO/DCO…)

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Discussion: “What’s next?”

What are some ways you help clients understand what’s coming next for them?

SAY: Another important component in being a good educator is making sure they understand next steps in any given situation.

A couple of examples include:

a) making sure that they have the location and time of their next appointment

b) making sure they know who to contact for future appointments

c) letting them know when they will be contacted about lab results or referrals

d) helping clients understand what to expect after their health insurance application has been submitted

What are some other examples?

Summary:

Our clients rely on us for clear, accurate and consistent information regarding their care. Being an educator is about going above and beyond to offer as much information, options, or choices needed at every interaction, and that these are understood. These concepts are not only important when working with clients, but also apply when interacting with coworkers.

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“Everyone you will ever meet knows something you don’t.”

Bill Nye

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BE A PART OF YOUR TEAM

Service Principle # 5

20 mins

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Activity #5: Appreciation

Write your name on your paper and tape to your back
With a marker, write 1-2 positive words on each other person’s piece of paper that describes them

SAY: Next, we’d like to do an activity that will help remind us about what we appreciate in each other.

Activity #5:

(Pass out 1 sheet of paper, masking tape, and pens to each participant)

SAY: Write your name on your paper and tape to your back

With a marker, write 1-2 positive words on each other person’s piece of paper that describes them

(5-7 minutes, depending on size of group)

Go ahead and take your piece of paper off and take a few minutes to read through what everyone wrote.

SAY: Did anything surprise you? How did it feel to be appreciated?

If possible, have co-trainer create and print word clouds for each person using an online word cloud program, such as https://tagul.com/ (requires access to color printer). If this cannot be completed during the training, have the trainer complete afterward.

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Video: Teamwork

Teamwork video

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Self Care

Employee Assistance Program (EAP)
Multnomah County Training Calendar
Multnomah County Wellness Program
Employee Resource Group (ERG)
Colleagues

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BRINGING IT ALL TOGETHER

25 mins

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Activity #6: Applying Think Yes

Final activity!

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Training Wrap Up

Online Evaluation
Learning Objectives
Plus/Delta

Thank you!!