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Customer Service Class Descriptions

UKHC New Employee Patient Centeredness
Audience: All Health Care Staff
Time: 3 hours
Course Description:  The objective of the Patient Centeredness Orientation Training is to introduce and educate new employees on their responsibility in creating a positive impact on the patient and family experience with each patient, each encounter every time.
Service Excellence is one of UK HealthCare’s signature performance metrics in which clinical and non-clinical employees must be aware of in order to create a patient centered environment.   

Myers-Briggs Type Indicator Workshop
Audience: All Health Care Staff and Teams
Time: 3-4 hours
Description: Workshop that utilizes the results of the Myers Briggs Type Indicator so individuals can gain insight into their own personality types for better understanding of their preferences. Also through activities, understanding the types of the people on the team and how to use this understanding in order to improve performance.

Working as a High Performing Team
Audience: All Health Care Teams
Time: 3 hours
Description: Workshop teaches learners how their team can transform itself into a top-performing unit that significantly enhances its impact on the organization. Participants learn the personal, interpersonal, and business advantages of working in teams. The DDI course can utilize Success Factors and best practices to assist a team in moving from an acceptable to a high level of performance by teaching the ability to diagnose team limitations using techniques designed to overcome challenges and develop strategies to progress from one level of team development to the next.

Visual Explorer
Audience: All Health Care Teams
Time: 60-90 minutes
Description: Exercise of using a set of images and methods for supporting collaborative, creative conversations. Helps people build shared direction, alignment and commitment amid multiple perspectives.

Valuing Differences
Audience: All Health Care Teams
Time: 3 hours
Description: Workshop focuses on the styles, abilities and motivators of the individuals within a team. Tie in Strengths-Finder or Emotional Intelligence activity.

360 Feedback Assessment
Audience: All Health Care Leaders
Time: 90 minutes
Description: 360 feedback provides a solid foundation for learning, growth, and transformation. We believe development truly happens when an individual recognizes the need to change. Feedback is an important motivational factor that can enhance self-awareness by highlighting strengths and pointing out areas in need of development.

Hogan Leadership Assessment
Audience: All Health Care Leaders
Time: 90 minutes
Description: Assessment offers unique information regarding the characteristics, competencies, and values that underlie how you approach work, leadership, and interaction with others in the workplace.

viaEDGE Learning Agility
Audience: All Health Care Leaders
Time: 90 minutes
Description: Assessment designed to measure the five factors of Learning Agility within an individual, mental agility, people agility, change agility, results agility, self-awareness. Supports individual development by increasing self-awareness.

Professional Development Information

Crucial Conversations -- 16 hours

Whether it's a problem with poor quality, declining customer satisfaction, or strained relationships, you need to be able to talk honestly.  You'll learn how to speak with complete candor (no matter the topic) and complete respect (no matter the person).  Use the skills taught in this course when:

  • People withhold feedback and important information
  • Your projects require collaboration from various individuals and stakeholders
  • Employee engagement is low
  • There are undiscussable issues
  • People can't resolve conflicts

For more detailed information on the course, view this pdf.  
This course is $275.00 which covers the cost of the session materials. 


Personality Differences -- 2 hours

As long as you live you will have at least some unwelcome and unproductive friction with others.  Scientists have discovered that 75% of the population is significantly different than you.  In this workshop we will explore what the differences mean and how to turn stress and irritations into understanding and productivity. 

At the end of the session, the participants will be able to:

  • Identify their personal communication/personality style
  • Describe their personal communication/personality on others
  • Explain backup behaviors and their consequences on others 
  • Identify the personal communication styles of others  
  • Flex to different communication styles  
  • Discover ways to deal with challenging behaviors of others  
  • Manage the specific problem behaviors of coworkers according to their personalities.