This valuable resource tool helps staff members understand how they play a crucial role in creating and sustaining the type of change needed to move organizations from Good to GREAT! Share this exciting handbook with all of your hospital staff! Click here to order now!
Chris Thrash's Most Popular Training Presentations
Generations: Veterans, Boomers, X'ers and Millenials Working Together to Create Service Culture Excellence
For the first time in history, there are four generations in the workplace
Veterans (1920-1940) “Been there, done that”
Baby Boomers (1940-1960) “We’re the stars”
Generation X (1960-1980) “We’ve survived”
Generation Y- Millenials (1980-2000) “Cheer up”
Each generation brings its own set of experiences, values, beliefs and desires.
Understanding the experiences shared by each generation and having an awareness of how
these experiences have shaped the values and behaviors of the generation can contribute to
a greater understanding of service delivery across the Generations and gain acceptance of differences in patients and co-workers.
This exciting, high energy presentation by Chris Thrash will provide the audience with a
better understanding of how to provide excellent service to patients and team members
based on their shared experiences, values and desires of each generation. Participants will
learn how communication techniques vary when dealing with members of each generation.
[Download Program Overview (PDF)]
Dare to Dance…Making Ordinary Moments Extraordinary How Customer Service Makes Our Jobs Easier.
Short staffing, financial fears, and challenges in employee satisfaction can strip staff members of the ability to sometimes see the true value of customer service. This keynote creates a high energy disco setting that is highlighted by Chris’s humorous signature story of wanting to be John Travolta when he was in 7th grade. Through his hilarious examples, he shows staff how customer service makes their job easier, not harder. Chris also teaches key components of building a successful service culture that will attract new customers, improve the financial bottom line, and most importantly, improve customer and employee satisfaction. This extraordinary session offers simple solutions that can be immediately implemented to overcome resistance to change and dramatically improve customer and employee satisfaction.
“Getting Past Flavor of the Month Mentality To Build a
Successful Service Culture”
Poor service…apathy…rude staff…low employee morale – problematic areas that tarnish an organization’s image and create stumbling blocks to building a successful service culture. Learn how your organization can enhance the patient experience by getting rid of “quick fix” mentality and flavor of the month customer service programs. Participants will walk away from this dynamic session with competencies and tools that will help them be more effective in managing problematic areas by focusing on role modeling, service opportunities, staff accountability, reward/recognition, and creating department level initiatives and expectations to sustain energy for delivering customer centered care. Managers will leave this session with a better understanding of what it takes to create a defining service experience.
“Hire for Great Service …..Coach for Great Performance” Do you really know who you’re hiring? The employee selection process can sometimes feel like a game show where you’re never really sure what’s behind curtain #1. Participants will learn how to take the guesswork out of the employee interview process by teaching them key interview techniques to assess candidate service readiness. This session also provides audience members with helpful techniques for coaching employees at every level: the low, middle and high performer. Participants will learn how to PRAISE, COACH and STEER their staff to higher performance.
“The Power of Appreciation: Learn to Recognize
Employees in Ways that Bring Meaningful Results”
Do coffee mugs, key chains and other plastic trinkets really inspire employees to be their best? Expressing appreciation to staff can best be defined by a simple six letter word that in today’s world sometimes seems forgotten: THANKS! Expressing appreciation for the vital role employees play is essential in encouraging staff members to appreciate their opportunities to impact the lives of their customers. True appreciation drives the service experience by embracing an understanding that all people have great worth and are deserving of our utmost respect and compassion regardless of their individual backgrounds, social settings or current situations. Audience members leave with a better understanding of how each moment in our interactions with customers and each other are “gifts of opportunity” to make‘ordinary’ moments “extraordinary” in the lives we touch.
“Change at the Speed of Readiness: Embracing Change” What’s your organization’s track record for change? Do your managers sometimes feel like they’re running up a flight of stairs with no end in sight and each stair represents a different obstacle they’re facing in their daily roles as managers? Staffing shortages…budget cuts…high census…competition…low staff morale. The challenges can become overwhelming for many managers. Teach your managers that change can provide a myriad of opportunities which can lead to positive effects and influences not only in the life of the organization, but in the life of each individual staff member as well.
“Enhance the Service Experience through Better Accountability” Perception is Reality. TouchPoints™ can best define perception of the service experience. The basic needs, wants and expectations of our customers. Participants will learn to look at customer satisfaction measurement from a new perspective in identifying ways that customers form perceptions through their interactions with staff. By breaking the survey process into technical skills, organizational processes, and defining moments, managers can establish a better understanding of their role in holding staff accountable for service culture excellence and providing customer centered care.
Chris Thrash’s Healthcare Specific Training Presentations
Everyday Heroes Returning to the Heart of Healthcare
Based on Chris’s award winning video and book by the same title, Chris shares how real healers are the healthcare professionals who want to help people. These heroes facilitate others success, encourage people with kindness and caring, continually renew their commitment to excellence, and offer their very best to the lives they touch. When they are deprived of their opportunities to serve, they lose the very energy that drives and motivates them. This inspirational session teaches techniques to revitalize staff members’ energy and bring renewed passion, vigor and spirit to daily jobs, increasing employee retention and job satisfaction.
The Adventures of Nurse Margaret Overcoming Burnout and Sour Attitudes in the Hospital Setting
Some of the greatest challenges for hospital managers and leaders are those employees who have bad attitudes and seem to bring everyone else down. In this hilarious, yet powerful session, Chris teaches healthcare leaders and staff alike how to deal with those employees who need a “wake up” call to return to caring for patients, family members and their co-workers. This dynamic, hard hitting session teaches powerful techniques for turning employee satisfaction around with the most difficult staff members based on Chris’s hands-on stories of dealing with Nurse Margaret during his days in Nursing Administration.
You’re Trying My Patients Putting A Leash Around Difficult Situations
Service recovery is extremely important when you’re dealing with the stressful environment of healthcare today. Without key strategies in place, organizations will struggle with patient satisfaction challenges. Based on Chris’s best selling video by the same title, this dynamic training session highlights the five major steps for dealing with difficult situations that arise with patients, family members and co-workers. This creative, high energy session teaches practical, immediate steps to help staff members deal more effectively with difficult patients, family members, physicians, and co-workers.
