we all know this..us the good zennists...merle
Thought for the week: >>>Your words have power. Check out this article from Wendy Leebov from the >>>Leebov Golde Group© www.quality-patient-experience.com. >>> >>>“I just came across an impressive study that reminded me of the dramatic >>>power of words. The study reveals the difference in patient outcomes when a >>>primary care physician asks, “Is there anything else concerning you?” versus >>>“Is there something else concerning you?” Patients hear “anything else” as >>>an attempt to close the encounter, while they hear “something else” as a >>>door-opener to an unmet concern. The researchers found that the use of the >>>word “some” instead of “any” eliminates more than three-quarters of all >>>cases of unmet concerns! (Heritage, Robinson et al., Reducing Patients’ >>>Unmet Concerns in Primary Care: The Difference One Word Can Make, J Gen >>>Intern Med. 2007 October; 22(10): 1429–1433.) >>> >>>This reminder of the power of words sent me to my files to locate my notes >>>from a patient focus group I conducted a few years ago when I first became >>>obsessed with defining the language of caring. I wanted to learn from >>>patients and families about the words we use as healthcare professionals and >>>their impact on patient and family feelings and behavior. I invited examples >>>of words that create a negative impact --- that are discouraging, >>>insulting, annoying or otherwise trigger resistance or disengagement. I also >>>pumped for words we use that make patients and families feel good, >>>motivated, cared about, cooperative and special. >>> >>>Words and Phrases with a Negative Impact (I call these “Killer Words.”): >>>You say… The patient or customer hears… >>>“As soon as possible” “When I get around to it.” >>>“Hopefully…” “Who really knows?” >>>“I'll try.” “Not sure I can do it. No promises here.” >>>“To be honest...” “I was lying up until now.” >>>“I can’t do that.” “I won’t do that.” >>>“It’s our policy.” “That’s the way it is. Like it or lump it.” >>>“It's over there.” “I’m too important to show you the way.” >>>“You have to….”“You must…” “I’m in charge here. I make the rules and you >>>follow them.” >>>“The truth is…” “I probably shouldn't tell you this.” >>>“Calm down.” “You’re out of control and you’re the problem here.” >>>That's not my department. You'll have to speak with someone else.” “It’s not >>>my problem and I won’t help.” >>> >>>“If you had read our policy…” >>>“If you had read the directions...” >>>“You should have…” “Dummy.” >>> >>>“Like I said…” “You’re irritating me and wasting my time.” >>>“You can’t…” “I set the rules here. You don’t.” >>>“What’s your problem?” “Ugh, another demanding person!” >>>“Yes, but…” “No.” >>> >>>Conversely, words and phrases with a positive Impact (I call these “Healing >>>Words” because they are mood-altering; they lift the spirits of the person >>>you’re serving.): >>>You say… The patient or customer hears… >>>“I can certainly help you.” “I’m here for you, for sure.” >>>“I’ll gladly arrange that.” “You can count on me to come through for you.” >>>"Delighted" “You’re not a bother at all. I’m here for you.” >>>"Absolutely" “You can count on me.” >>>"My pleasure" “It’s a joy to help you.” >>>"I’m happy to…" “I love my job.” >>>"I’m really sorry…” “I sincerely regret that you had an unfortunate >>>experience.” >>>"Yes" “It’s clear. You can count on it.” >>>“What I can do is….” “I really want to help somehow.” >>>“I’m asking you to…” “I’d appreciate it if you would…” >>>“How may I help you?” “Just say the word. I’m here to help.” >>>“Thank you so much.” “I appreciate you.” >>>“I appreciate this.” “I don’t take you for granted.” >>> >>>So, what is your ratio of positive to negative words? >>>Take notice of the words you use today, or ask a trusted friend or coworker >>>to listen and audit your words to see how often you use positive, healing >>>words -notnegative or lackluster words - to elevate other people’s spirits, >>>reduce their anxiety, and earn their trust and cooperation. >>>Every one of us has some degree of control over our effect on others. By >>>choosing words that typically have a positive impact and using these words >>>in a genuine, not forced or scripted way, we will more often than not create >>>the impact we want. What you say and how you say it makes a difference. >>>Good words work wonders. >>> >
