Dale Lind

Service providers don’t get to define quality. The customer does. The unfortunate reality is that the customer usually has a clearer idea of what they don’t like than what they do. Customers want better service, supervisors want to provide it, staff wants to be recognized for it and often nobody knows what it is. The elements of P.R.A.I.S.E include: Practice Proprietary thinking, Respect the Individual, Anticipate needs, Initiate and Insure solutions, Surpass Expectations, and Engage and Empower as a team.

Objectives:
As a result of attending this session, participants will be able to:

1. Understand what the resident needs to feel satisfied and successful
2. Recognize practices that really dissatisfy, rather than satisfy the resident
3. Use strategies for helping each resident feel engaged and involved
4. Implement simple, inexpensive service strategies to exceed expectations

During the presentation, lecture, humor and real life examples will be interspersed with group activity. PowerPoint slides are available to highlight key points and help maintain focus.

This program fits well into an hour and a half format.