Creating Compassionate Connections

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Brief overview of the postive impact of compassion in organizations, employee experience and patient experience.

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Creating Compassionate Connections

  1. 1. CREATING COMPASSIONATE CONNECTIONS ™
  2. 2. Objectives Creating Compassionate Connections ™
  3. 3. What Do We Measure? •Communication •Responsiveness •Cleanliness •Pain Management •Discharge Planning Creating Compassionate Connections ™
  4. 4. Why Is a Great Experience Important? Creating Compassionate Connections ™
  5. 5. Who Do We Associate With Compassion? Creating Compassionate Connections ™
  6. 6. What Do We Tend to Teach in Customer Service? Creating Compassionate Connections ™
  7. 7. Affective Communication in Healthcare  Asking questions  Discussing options  Giving information or advice  Interactive involvement – nonverbal cues and feedback  Information sharing – using lay language  Social support Creating Compassionate Connections ™
  8. 8. Barriers to Affective Communication Styles  Technology  Time - need for efficiency  Social communication/media  Focused on service aptitude  Job roles/responsibilities – legal considerations  Professional distance  Organizational culture – collaborative Creating Compassionate Connections ™
  9. 9. Customer Service + Compassionate Care •Scripted •Authentic •Leaning in •Reaching out •Role playing •Out of role •Courtesy •Comfort •Managing impressions •Forward purposeful action •Anticipation •Awareness •Task oriented action •Relief oriented action Creating Compassionate Connections ™
  10. 10. Questions  Are compassion and empathy the same thing?  Can a person be empathetic but not be compassionate? COMPASSION =Empathy + Action! Creating Compassionate Connections ™
  11. 11. Creating Compassionate Connections™ Patient Experience Caring Communicating Connecting Feelings Words Relationship Values Actions Commitment Creating Compassionate Connections ™
  12. 12. Creating Compassionate Connections™ Employee Experience Caring Communicating Connecting Feelings Words Commitment Values Actions Retention Creating Compassionate Connections ™
  13. 13. How Do Organizations Create Pain? •Decisions that did not include understanding employee impact •Wrong people in the wrong jobs •Incompetence •Leadership styles •Communication •Inadequate tools/services/response to employees in pain and suffering •Lack of awareness •Layoffs •Restructure •Organizational change •Poor change management Creating Compassionate Connections ™
  14. 14. What Can Organizations Do?  Embrace compassion as a core value and characteristic.  Lead, legitimize, support compassion  Provide resources  Recognize and support those who provide compassion  Train/develop compassion  Integrate compassion into the Talent Management model Creating Compassionate Connections ™
  15. 15. ____________________________________________________________________________________________________________ Talent Management Model Acquisition Development Business Talent Business Strategy Management Outcome Retention Performance Management Succession Planning

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