This meeting package is a suggested agenda and associated resources to help you facilitate a staff meeting to reinforce skills for engaging in positive interactions with patients. By the end of the meeting, staff will have had the opportunity to practice essential customer service skills that can improve every family planning visit.
By the end of the meeting, participants will be able to:
Make a welcoming statement
Use friendly words and tone of voice
Put language in the positive
To Prepare for the Meeting:
Invite family planning clinic staff to participate in the meeting. This meeting package is designed to facilitate a 2-hour staff meeting; consider splitting the activities up over two meetings if that works better for the team’s schedules.
A computer and A/V set up to view this meeting package and play the video. If facilitating a virtual meeting, you will also need a virtual meeting platform that enables screen sharing. Everyone should be able to see the team meeting package.
A space all staff can view to collaborate (e.g., flip chart, virtual white board, etc.).
Practicing Positive Interactions Slips Handout—Print out one copy of the handout for every four participants in this meeting. Cut the paper so that each quote is on its own slip and separated by category: Welcoming, Friendly, Empathy, Positive, and Options. Put the slips into five envelopes for their respective categories and label the envelopes. If facilitating a virtual meeting, you will share the link to the worksheet with participants during the activity.
Five Skills Handout (virtual link or enough copies for all participants, if printed)
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