6. Greeting Guests
Avoid
• Staring
• Looking away
• “Can I help you?”
• “Yes?”
Do
• Make eye contact
• Smile
• “ Welcome to the
hospital. How may I
help you?”
Volunteer
10. “No. I am sorry. I can’t help with parking passes.
I don’t have any. Have a good day.”
No
Can’t
Don’t
11. Positive
• Focus on “when”
• Focus on “how”
Negative
• No
• can’t
• don’t
Volunteer
I will contact Parking Services right now to
assist you.
“The green garage is being remolded, so can’t
park there…
I will contact Parking Services right now to
assist you.
I am sure you can find another place to
park.
17. Determining Customer’s Needs
Open-end questions
• Leading
questions
• Reflective questions
Close-end
questions
• Begin with
specific words
• “Why” questions
Articulate Tool Used:
Articulated Presenter to record voice audio
Audio Script
Soft Skills for the Hospital Volunteer
Tawana Washington
For IDPT 640
Interactions
The learner will not interact with this slide
The slide will advance automatically after the introduction. This is simply a title slide and interaction would be unnecessary.
Notes
How does this visual support the audio script? yes
Is the visual animated? No
Is the visual a video? No
What is the time length of this slide? 5 seconds
Articulate Tool Used:
Articulated Presenter to record voice audio
Audio Script
People skills, interpersonal interactions, softs skills; these are all fancy ways to describe the strategies we humans use to communicate with one another. In the scenario you just heard a lack of these skills is funny, but in the real world like a hospital it can be disastrous.
This training is for new and returning volunteers. This will provide volunteers with some clear practices, skills and protocols to use as resources to deliver the best possible experience for our visitors.
Interactions
Will the learner interact with the visual? How?
No
How will the learner move to the next visual?
The slide will advance automatically once the audio is finished playing.
Will the learning event progress automatically? If so why? How?
This is simply a title slide and interaction would be unnecessary.
Notes
How does this visual support the audio script?
Yes
Is the visual animated? If so, how?
Yes words People skills, interpersonal relationships, communication, interaction, and questions appear quickly and automatically
Is the visual a video?
No
What is the time length of this slide?
30 seconds
Articulate Tool Used:
Articulated Presenter to record voice audio
Audio Script
First, you will learn how to greet a hospital guest.
You will explore many ways to get to know the customer through by avoiding certain words and actively listening.
You will learn to ask clarifying questions to help gather information about the customer and use it to determine their needs.
The training continues as you pull the various strategies together to develop customer rapport
Finally, you will develop a strategy to maintain customer rapport.
To begin click “Greet Guest” and you’ll be taken to that section and then on to “Trigger Words”.
There will be a short quiz. You will return to this section when you have successfully completed the quiz.
Interactions
Will the learner interact with the visual? How?
Yes the learner will be able to click on Greet Guest, but not the other buttons (Limiting choice is a way to reinforce the idea that working with soft skills is progressive in nature)
How will the learner move to the next visual?
They will click on Greet Guest
Will the learning event progress automatically? If so why? How?
After the “Greet Guest section is completed the learner will be automatically taken to “Trigger Words”.
Once this section is completed, the learner will take a four question multiple choice quiz covering Trigger Words and Greet Guest.
If they pass the quiz they will return to this slide to choose another button
If they fail the quiz, the learner will be returned to the Greet Guest slide
Notes
How does this visual support the audio script?
Yes
Is the visual animated? If so, how?
Yes
Is the visual a video?
no
What is the time length of this slide?
30 seconds
Articulate Tool Used:
Articulated Presenter to record voice audio
Audio Script
Volunteer: “Here comes a guest. She looks lost.”
Volunteer: “Can I help you?”
Guest: “No. I am fine.”
Volunteer: “I wonder why she did want my help? Oh well.”
So, what happened? There was a quest who needed help and a volunteer willing to help, but something went wrong.
Click the word volunteer, so we can figure it out.
Interactions
Will the learner interact with the visual? How?
Yes
How will the learner move to the next visual?
By clicking on the word volunteer
Will the learning event progress automatically? If so why? How?
After the audio is completed the learner will automatically advance to the next slide.
Notes
How does this visual support the audio script?
Is the visual animated? If so, how?
Yes. The characters facial features.
Is the visual a video?
No
What is the time length of this slide?
15 seconds
Articulate Tool Used:
Articulated Presenter to record voice audio
Audio Script
Each time a hospital guest comes into contact with you the volunteer, it is “The moment of truth.” It is the moment a guest develops an impression of you the volunteer and also the hospital. In this critical situation the way you greet a guest should encourage him or her to interact with you.
The best way to encourage interaction during “The moment of Truth” is to..
Look at the each guest
Have a nice smile on your face…
And give this greeting every time…”Welcome to the hospital. How may I help you?
This is the standard greeting the hospital administration expects all volunteers to use when a guest has just entered the hospital.
If a guest is an in-patient then simply say “I am a volunteer with the hospital. How may I help you?”
Interactions
Will the learner interact with the visual? How?
No
How will the learner move to the next visual?
It will advance automatically
Will the learning event progress automatically? If so why? How?
Yes. A spotlight will automatically highlight each phrase.
Notes
How does this visual support the audio script?
Is the visual animated? If so, how?
It is annotated by spotlight
Is the visual a video?
No
What is the time length of this slide?
About 15 seconds
Articulate Tool Used:
Articulated Presenter to record voice audio
Audio Script
You might be wondering, “Why is eye contact so important?” Well…
When you stare at a guest it sends the single that you are expecting the customer to come up to you.
Giving a dazed look makes it seem you are too busy to help the guest.
You may also be thinking, “Can’t I just shorten the greeting?
What’s wrong with asking “Can I help you?”
Asking “Can I help you?” is a yes or no question and doesn’t offer any opportunity for interaction.
Simply smiling and saying “Yes.” to a guest can make them feel defensive and attacked.
In the “Moment of Truth”
Make eye contact
Smile
greet the guest by saying “Welcome to the hospital. How may I help you?”
Armed with this new strategy click on the word volunteer to see how things work out.
Interactions
Will the learner interact with the visual? How?
Yes. In order to advance the slide the learner will click the volunteer button
How will the learner move to the next visual?
By clicking the volunteer button
Will the learning event progress automatically? If so why? How?
Yes
Notes
How does this visual support the audio script?
Is the visual animated? If so, how?
It is annotated by spotlight
Is the visual a video?
No
What is the time length of this slide?
About 15 seconds
Articulate Tool Used:
Articulated Presenter to record voice audio
Audio Script
Volunteer: “Here comes a guest. She looks lost. It’s The Moment of Truth.”
Volunteer: “Welcome to the hospital. How may I help you?”
Guest: “I am trying to find nuclear medicine. Do you know where that is?”
Volunteer: “Actually it is on a different floor. I can take you there.
Guest: “I don’t mean to take you out of your way. I hope you don’t mind.
Volunteer: “I am a volunteer at the hospital, so I don’t mind at all?”
Interactions
Will the learner interact with the visual? How?
no
How will the learner move to the next visual?
The learner will be moved there automatically.
Will the learning event progress automatically? If so why? How?
Yes, after the audio is completed.
Notes
How does this visual support the audio script?
Is the visual animated? If so, how?
The volunteers facial expressions will
Is the visual a video?
No
What is the time length of this slide?
Articulate Tool Used:
Articulated Presenter to record voice audio and Quiz maker
Audio Script
This is the first of four very short quizzes. When you successfully complete it you will continue on in the course.
Interaction
Will the learner interact with the visual? How?
Yes. The learner will chose the answer by clicking a response.
How will the learner move to the next visual?
The quiz has four multiple choice questions, with four opportunities to get each question correct. After each correct response the next visual will be displayed automatically.
Will the learning event progress automatically? If so why? How?
If the learner fails the quiz they will be sent back to redo the section. If the learner pass the quiz he or she automatically be taken to slide 4 to choose the next section.
Notes
How does this visual support the audio script?
Is the visual animated? If so, how?
No
Is the visual a video?
No
What is the time length of this slide?
Articulate Tool Used:
Articulated Presenter to record voice audio
Audio Script
Guest: Excuse me.
Volunteer: “Welcome to the hospital. How may I help you?
Guest: Well, I just left MRI and I forgot to get a parking pass. Do you know where I can get one?
Volunteer: No. I am sorry. I can’t help parking passes. I don’t have any at the desk. Have a good day.
So, what happened? There was a guest who needed help and a volunteer willing to help, but something went wrong.
Click the word volunteer, so we can figure it out.
Interactions
Will the learner interact with the visual? How?
Yes
How will the learner move to the next visual?
By clicking on the word volunteer
Will the learning event progress automatically? If so why? How?
After the audio is completed the learner will automatically advance to the next slide.
Notes
How does this visual support the audio script?
Is the visual animated? If so, how?
Yes. The characters facial features.
Is the visual a video?
No
What is the time length of this slide?
15 seconds
Articulate Tool Used:
Articulated Presenter to record voice audio
Audio Script
What are trigger words and how do they explain what happened in the that scenario? Triggers are words that elicit a strong response from whomever you are talking to.
Trigger words can elicit a positive response or a negative response
Sometimes as a volunteer, you may use negative trigger words without realizing it.
Let’s take a look at the answer the volunteer gave the guest.
The volunteer wasn’t trying being rude or mean, but the words “No”, “can’t”, “don’t” may seem abrupt and impersonal, because there isn’t a solution to the guest’s problem.
Interactions
Will the learner interact with the visual? How?
How will the learner move to the next visual?
Will the learning event progress automatically? If so why? How?
Notes
How does this visual support the audio script?
Is the visual animated? If so, how?
Is the visual a video?
What is the time length of this slide?
Articulate Tool Used:
Articulated Presenter to record voice audio, annotations
Audio Script
(animate negative words) As a volunteer you won’t be able to avoid using negative trigger words. But you should focus on a when/how solution (animate positive).
A when/how solution uses positive words gives that tells the guest when their problem will be solved and how it will be solved.
(animations disappear)
Let’s look at an example. (The four sentences animate in)
Read the main sentence.
Click on each of the three sentences to see which one offers the guest a when/how solution.
Armed with this new strategy click on the word volunteer to see how things work out.
Interactions
Will the learner interact with the visual? How?
Yes. By clicking on each of the three sentences
How will the learner move to the next visual?
By clicking volunteer
Will the learning event progress automatically? If so why? How?
No
Notes
How does this visual support the audio script?
Is the visual animated? If so, how?
Yes. Clicking on each sentence provides an explanation.
Is the visual a video?
No
What is the time length of this slide?
It is up to the learner
Articulate Tool Used:
Articulated Presenter to record voice audio
Audio Script
Guest: Excuse me.
Volunteer: “Welcome to the hospital. How may I help you?
Guest: Well, I just left MRI and I forgot to get a parking pass. Do you have any?
Volunteer: No. I am sorry. I don’t have any at this desk. If you are able to wait here just a few minutes, I will go to another area and get one for you.”
Guest: That’s too much trouble.
Volunteer: Its not trouble at all. I will be right back.
Interactions
Will the learner interact with the visual? How?
Listening to the audio and watching the characters
How will the learner move to the next visual?
Automatically
Will the learning event progress automatically? If so why? How?
Yes after the audio is completed
Notes
How does this visual support the audio script?
Is the visual animated? If so, how?
Yes facial expressions (The characters will have features)
Is the visual a video?
No
What is the time length of this slide?
15 seconds
Articulate Tool Used:
Articulated Presenter to record voice audio and Quiz maker
Audio Script
This is the second quiz. When you successfully complete it you will continue on in the course.
Interaction
Will the learner interact with the visual? How?
Yes. The learner will chose the answer by clicking a response.
How will the learner move to the next visual?
The quiz has four multiple choice questions, with four opportunities to get each question correct. After each correct response the next visual will be displayed automatically.
Will the learning event progress automatically? If so why? How?
If the learner fails the quiz they will be sent back to redo the section. If the learner pass the quiz he or she automatically be taken to slide 4 to choose the next section.
Notes
How does this visual support the audio script?
Is the visual animated? If so, how?
No
Is the visual a video?
No
What is the time length of this slide?
Articulate Tool Used:
Articulated Presenter to record voice audio
Audio Script
You have master the standard hospital greeting, you smile, and avoid negative trigger words by offering when/how solutions.
There are times when a quest may have difficulty explaining their need and require a little time in order to express him or herself.
This is where S.O.L.E.R can help (the graphic animates in
S.O.L.E.R represents five steps to attentive listening or listening closely.
Attentive listening will require you to look the customer in the face, have an open pasture with your has at your at your side, lean slightly toward the customer, maintain eye contact while the customer is speaking and relax. These subtle but effective cues will show the customer you are paying attention and concerned about their problem.
These five steps can be broken down into and easy to remember acronym S.O.L.E.R
Click on each picture to hear about S.O.L.E.R (when picture is clicked words animate and audio plays). When you are finished click the next button and you will be taken to the nest section.
Squarely face the person…. “I’m here with you, I’m available to you.” Turning your body away from another person while you talk to him or her can lessen contact with the guest.
Open your posture…shoulder and head up, uncrossed arms and legs to show you are open to listening to the guest. availability to others.
Lean towards the guest…to show you are interested in what the guest has to say.
Eye contact maintained…(We have covered this already), but don’t stare and looking away only occasionally
Relax while attending…shows you are in a position to help
Interactions
Will the learner interact with the visual? How?
Yes by clicking on the pictures
How will the learner move to the next visual?
Click on another picture
Will the learning event progress automatically? If so why? How?
Once all pictures have been pressed the learn will press the next button
Notes
How does this visual support the audio script?
Is the visual animated? If so, how?
Is the visual a video?
What is the time length of this slide?
Articulate Tool Used:
Articulated Presenter to record voice audio and Quiz maker
Audio Script
This is the third quiz. When you successfully complete it you will continue on in the course.
Interaction
Will the learner interact with the visual? How?
Yes. The learner will chose the answer by clicking a response.
How will the learner move to the next visual?
The quiz has four multiple choice questions, with four opportunities to get each question correct. After each correct response the next visual will be displayed automatically.
Will the learning event progress automatically? If so why? How?
If the learner fails the quiz they will be sent back to redo the section. If the learner pass the quiz he or she automatically be taken to slide 4 to choose the next section.
Notes
How does this visual support the audio script?
Is the visual animated? If so, how?
No
Is the visual a video?
No
What is the time length of this slide?
Articulate Tool Used:
Articulated Presenter to record voice audio
Audio Script
Guest: Excuse me! Excuse me!
Volunteer: How may I help you?
Guest: I know you are just a volunteer, so could you please get someone who can help me?
Volunteer: Are you sure there isn’t anything I can do?
Guess: Yes, I am sure.
Volunteer: Who would you like to see?
Guest: Never mind (and walks away).
So, what happened? There was a quest who needed help and a volunteer willing to help, but something went wrong.
Click the next button, so we can figure it out.
Interactions
Will the learner interact with the visual? How?
Yes
How will the learner move to the next visual?
By clicking on the word volunteer
Will the learning event progress automatically? If so why? How?
After the audio is completed the learner will automatically advance to the next slide.
Notes
How does this visual support the audio script?
Is the visual animated? If so, how?
Yes. The characters facial features.
Is the visual a video?
No
What is the time length of this slide?
15 seconds
Articulate Tool Used:
Articulated Presenter to record voice audio
Audio Script
Although there are many reasons for asking questions, the information we get back, in the form of an answer, depends on the type of question asked.
Questions can be open or closed.
Open-end questions usually require more than one word to answer. They are used to gather more detail. Think about the greeting we use at the hospital. Even if a quest doesn’t no need help, they will usually respond with more than one word.
There are several different types of open-end questions
Leading questions: “What happened next?” What else would you like to say?”
Reflective questions: (helps you understand more about what is said) It seems like you need help finding a department?”
Closed-end questions (this will animate in)
(Usually prompt one-word answers yes/no). They usually begin with is, will, are, do, did, can, along with a few others.
“Why” questions: should be avoided they tend to make customers defensive, especially when meeting you for the first time.
“Why do you want that department?” Why do you need to see the patient?”
Now that we understand about open-end questions verses why questions, cli see if the volunteer will have better results with the guest.
Interactions
Will the learner interact with the visual? How?
Yes
How will the learner move to the next visual?
By clicking on the next button
Will the learning event progress automatically? If so why? How?
After the audio is completed the learner will automatically advance to the next slide.
Notes
How does this visual support the audio script?
Is the visual animated? If so, how?
Yes. The characters facial features.
Is the visual a video?
No
What is the time length of this slide?
15 seconds
Articulate Tool Used:
Articulated Presenter to record voice audio
Audio Script
Guest: Excuse me! Excuse me!
Volunteer: How may I help you?
Guest: I know you are just a volunteer, so could you please get someone who can help me?
Volunteer: What type of person would you like to see? I will get them for you.
Guest: I am not sure. They wear the red scrubs. Don’t worry I find some one else to help me.
Volunteer: The red tops and black bottoms or red top with white bottoms.
Guest: Red and white. They came in my room while I was on the phone.
Volunteer: That was someone from housekeeping. We can go back to your room and call them to find out what’s going on.
Guest: Okay. Well great. Thanks.
Interactions
Will the learner interact with the visual? How?
Listening to the audio and watching the characters
How will the learner move to the next visual?
Automatically
Will the learning event progress automatically? If so why? How?
Yes after the audio is completed
Notes
How does this visual support the audio script?
Is the visual animated? If so, how?
Yes facial expressions (The characters will have features)
Is the visual a video?
No
What is the time length of this slide?
20 seconds
Articulate Tool Used:
Articulated Presenter to record voice audio and Quiz maker
Audio Script
This is the fourth and final quiz. When you successfully complete it you will continue on in the course.
Interaction
Will the learner interact with the visual? How?
Yes. The learner will chose the answer by clicking a response.
How will the learner move to the next visual?
The quiz has four multiple choice questions, with four opportunities to get each question correct. After each correct response the next visual will be displayed automatically.
Will the learning event progress automatically? If so why? How?
If the learner fails the quiz they will be sent back to redo the section. If the learner pass the quiz he or she automatically be taken to slide 4 to choose the next section.
Notes
How does this visual support the audio script?
Is the visual animated? If so, how?
No
Is the visual a video?
No
What is the time length of this slide?
Articulate Tool Used:
Articulated Presenter to record voice audio
Audio Script
So once you have established rapport with a guest, how do you maintain it?
As long as the guest finds you the volunteer to be trustworthy, genuinely concerned about his or her needs, desires and goals, and is able to continue having open and honest communication, the rapport between you and the customer should be maintained.
Learning Activity
The steps to maintaining rapport with customer
Establishing rapport by greeting guest when and wherever you meet them.
Make customer feel valued by avoiding negative trigger words
Interacting positively with customer by asking using S.O.L.A.R to actively listen to their problems
Identify customer’s needs by asking open-end questions.
Thank you.
Click on the whiteboard to take a short survey about the course
Interactions
Will the learner interact with the visual? How?
How will the learner move to the next visual?
Will the learning event progress automatically? If so why? How?
Notes
How does this visual support the audio script?
Is the visual animated? If so, how?
Is the visual a video?
What is the time length of this slide?
