As a CSR, you will need some ways to stay calm and focused in your day. Most of the time, you are multitasking and staying busy all day long. Think about what your ‘CSR Zen’ could be. Write down your thoughts.
How does your hospital create a calm and hospitable environment for your clients?
After watching the video about the woman choosing her breakfast location, why do you think she chose Paolo’s over the first location shown in the video?
Compose a post on the "VRCE Specialty & ER Study Group" of a way that you can make a client feel special and valued. Title this post “Special Client”. Select the date of your post here.
Write an example of an open-ended question to obtain more information from a client about their pet on the "VRCE Specialty & ER Study Group". Title this post “Open-Ended Question.” Write the date of the post here.
Make a list of 5 questions you have routinely asked a client that are not open-ended. Write them down here. Then, rewrite those questions as open-ended questions. Practice using your newly created open-ended questions with clients.
Try to have a non-verbal conversation with a coworker using the non-verbal cues you’ve learned in this course. See how much you can communicate. Then, try adding a few words where needed, but still speak mainly with non-verbal communication. Write down how it went here and what non-verbal cues were used.
When working with a coworker again, use a different tone (mad, sad, etc), but have your facial expressions do the opposite. Then, practice matching. For example, cross your arms and frown while talking about how excited you were going to the mountain for a hike. Then, use exciting expressions and smiles. Write down your experience.
Post a picture on the "VRCE Specialty & ER Study Group" of a coworker using a type of body language. Label the post “Body Language.” *Make sure your coworker consents to the photo and posting. Select the date you posted here.
Consider why reading body language and displaying appropriate body language is so important in an emergency and specialty hospital where tensions are high.
Think about a time a client came in with an emergency for their patient. How was your body language greeting them and checking them in? Do you believe it was calming and appropriate for the situation?
Put your hands over your ears. Stop and watch the interactions taking place in your practice. What would those interactions look like to a client? What are the non-verbal communications conveying? Do you think the non-verbal communication would match the words used?
Think about what empathy means to you. How do you show empathy in your everyday life? How can you be a more empathetic person than you already are? Write your thoughts.
Compile a list of 3 non-judgmental statements you can use when a client feels guilty about their pet. Follow that statement with a normalizing statement, then a self-disclosing statement. Write your statements here.
Write down ways you can become a better listener as a CSR.
Post on the "VRCE Specialty & ER Study Group" why empathy is so important in a specialty and emergency hospital. Title this post “Empathy in a Specialty and Emergency Hospital.” Select the date of your post here.
Think about a time that you had to deal with a difficult client. Were you empathetic or sympathetic, and did you see yourself in their shoes?
Think about ways in which you could become more conflict-competent. What tricks have you learned from this course?
Make a list of communication mistakes you may make as a CSR that you didn't know were mistakes until taking this course.
Make a post on the "VRCE Specialty & ER Study Group" of words and phrases to avoid during a conflict, and which of these examples surprised you the most. What can you do differently to avoid these disagreement triggers? Label it “Words and Phrases to Avoid.” Select the date of your post here.
Make a post on the "VRCE Specialty & ER Study Group" about a time you had a conflict with a client. Please don't post the outcome, just the situation. Allow other students to respond to the situation and how they would handle it. Title the post “Conflict Situation”. Select the date of your post here.
Find another student's post titled “Conflict Situation” on the "VRCE Specialty & ER Study Group" and reply with how you would respond if the client were standing in front of you. Select the date of your post here.
Think about an example of a time you had a conflict with a co-worker. What could you have done differently that you learned from this course?
Out of the 10 most common hot buttons that were discussed in this course, which ones resonate with you the most? Do you think you have any hot-button tendencies? How can you modify your response to lessen the amount your hot buttons are pushed?
Post to the "VRCE Specialty & ER Study Group" one hot-button tendency that you see the most in your role. Title the post “Hot Button Tendency.” Select the date of your post here.
Explain a situation in which you experienced a longer-than-normal wait time. How did it make you feel? What could have been done differently?
What is the protocol for a client who cannot “contract”
As a CSR, what are the steps for admitting a patient to your hospital?
What process is currently in place for new clients? Is there room for improvement?
What is your role in admitting emergency patients to your hospital?
What is your responsibility in discharging patients from your hospital?
How can you use the 3 R’s to make your discharges more successful?
Why do you think making clients feel valued and appreciated directly reflects the experience the rDVM has with your hospital?
In the study performed by Deloitte, the overall enjoyment of the experience was most important in the client’s decision to buy a product or service. Using these 4 points, how can you give an exceptional experience in your specialty and emergency hospital?
Multiple specialty consults, emergencies, and drop-offs arrive at once. How would you prioritize the clients?
What symptoms would a patient be experiencing that would require a STAT triage?
How is telephone triage handled at your hospital?
Post on the "VRCE Specialty & ER Study Group" about the different triage situations you have been involved in. Was it over the phone? In your lobby? Select the date of your post here.