Explaining Your Positive Intent: Worksheet for Staff Practice
Explaining Your Positive Intent: Worksheet for Staff PracticeMeeting Format Purpose: To engage your team in identifying statements of positive intent they can use regularly in situations they handle daily.Ask your staff (perhaps in pairs or small groups) to identify situations in which they would like to gain more cooperation than they currently get.Have them develop statements of positive intent that they can say to the customer in each situation.Have people share their proposed statements with the whole team and invite suggestions for fine-tuning.Run a rehearsal. Have pairs take turns reading and rereading each statement to another person several times---to make it much easier to do in the real situation.Explaining Your Positive Intent: Self-CheckDo I express my positive intent to patients, families and coworkers? Do I…Almost alwaysUsuallyOccasionallyHardly everGet clear on why what I am about to do is in the person’s best interest?Explain what I am going to do and then tell the person how it is for their sake?(Open-ended) What am I explaining really well to my customers? What positive intent statement do I routinely use?(Open-ended) How can I be more effective in expressing my positive intent during difficult interactions or complaints?Source: Physician Entrepreneurs: The Quality Patient Experience by Wendy Leebov, 2008. ................
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