People will approach you at the nursing station every day. Below are things that you should do to assist them.
Make eye contact with the person and smile.
Ask what brought them to a nursing station, listen carefully while they talk about their concerns or problems, and offer to help if you can. Be mindful of how you are interacting so far - do not interrupt.
Escort them to a location if you
know the directions are confusing. You know the hospital's layout better than they do, and walking them to another unit or the correct department is the right thing to do.
If you can assist them in getting a book, phone charger, or a clean blanket or towels,
If you can, follow up to see if
they need anything else.
Your aim in giving your visitors
exceptional service is to make them say "Wow!" as soon as you
disappear. You can do that if you make the following three tips part of your regular service pattern.
1. Give The Visitors
Plenty of Strokes. People love to be stroked. Strokes can include any
greeting, the use of people's names, and good wishes of the
"Have-a-nice-day" kind. But the best stroke you can give others is
your undivided attention.
2. Attend To The
Little Things. Paying attention to the little things which don't
significantly affect the main service is a way of saying: "If we look
after the little things, just think what we'll do with the big ones."
3. Always Say
"Yes." Excellent customer service never turns down a request for
help. Even if they can do it themselves, they'll know that you are someone who
can help them.
Practice these three
responses until they are as familiar to you as breathing, and you are
guaranteed to have customers queueing up for your attention.
1. Be assertive – not
aggressive or passive. My assertion definition is simple: "Say what
you mean, mean what you say, and don't be mean when you say it." Let this
rule guide your conversations with all visitors, and you will always be
confident, cool, and in control, and you'll always be professional.
2. Speak more slowly.
You'll be amazed at how much more clearly you can think and how much control
and confidence you’ll experience when you consciously slow down your rate of
speech. Speak slowly and methodically when your emotional triggers are
launched, and you'll maintain poise during a difficult conversation.
3. Wait 1-2 seconds
before responding. Responding immediately to demanding or tactical visitors
could result in you saying something you'll later regret. Before you answer,
take a deep breath, wait at least 2 seconds, and think about the best response
and the best approach.
4. Take a time-out.
When you sense that your buttons have been pushed, take a break. You can tell
the visitor that you need to put him on hold while you go get the nurse or
whatever excuse sounds good at the time. The point is to get away from the situation
for a few seconds so you can re-group.
5. Use positive
self-talk. I'm going to sound like Dr. Phil on this one, but I'm quite
serious. Instead of saying to yourself, "I don't get paid enough to put up
with this shit." Say something more positive like, "This guy needs my
help." Thinking more positively helps you respond more positively and
professionally. Negative thoughts lead to negative words, and it spirals into an
extremely hostile situation.
6. Show your power
before you use it. Often, a subtle suggestion of your "power" is
far more effective than the outright use of your power. But, believe it or not,
you are far more "powerful" if you say, "I want to help you, but
when you yell and cut me off, you make it difficult for me to work with
you." This statement demonstrates your power, and your message most
definitely gets across.
These straightforward
tips will position you to keep your cool when situations get hot!
