Page 7 - SLGResourceGuideV2

Staff Workshops

Workshops involve teaching the skills and service protocols to provide a better care experience.

“YOU Make the Difference!”

Program Workshop – 2 hours
This is an interactive workshop that allows opportunities for staff members to practice new skills.

In this entertaining and informative program, we communicate the importance of

service protocols and the scripts that make them come alive. Through a series of fun
activities, we present the easy to remember acronym, C.L.E.A.R. (Connect, Listen,

Explain, Acknowledge, Reconnect) that guides staff through every step of the patient
encounter and is easy for supervisors to manage for. In addition, we address telephone

etiquette and service recovery in a lively manner that gives the staff confidence in their
ability to handle challenging situations.

Content Outline:

 What Do YOU Think?
Rapport establishing activity to identify participants understanding of the current emphasis on

service by patients and payers; and to demonstrate patients’ perception that quality and service
go hand-in-hand.

 Why Customer Service Protocols and Scripts?

Discussion of the difference between clinical and service protocols and the importance of each.

 A Better Care Experience is C.L.E.A.R.
Easy to recall acronym that includes proven behaviors, strategies and phrases to make patients

feel like valued customers, loyal to the practice and willing to refer others for care.