Partner in Language of Caring LLC, Wendy Leebov Ed.D. is a passionate advocate for creating healing environments for patients, families, and the entire healthcare team. Together with the Language of Caring team, she provides high-impact consulting services, supporting healthcare organizations with culture change strategies and tools for enhancing the patient, family and employee experience and creating cultures of caring. With 30 + years of experience and extraordinary skills in communication, training design and delivery, Wendy is known for making hard skills learnable and motivating people to stretch and apply skills that set them apart. Wendy has written more than twelve books for health care, as well as developed groundbreaking web and video-based blended learning programs--The Language of Caring for Staff and The Language of Caring for Physicians. Her most recent book (with Carla Rotering, MD) is The Language of Caring Guide for Physicians: Communciation Essentials for Patient-Centered Care. Wendy has a doctorate from the Harvard Graduate School of Education and a BA from Oberlin College.
Telephone Skills shares the keys to successful phone conversations, that enhance your organization's reputation. Readers will learn how to handle phone conversations with professionalism, tact and impressive customer service. This resource includes scripts, self-assessment tools and practice exercises, and is great for staff development.
Resolving Complaints describes in detail how to properly handle customer complaints. The methods described help the reader communicate with tact, compassion and employ creative problem-solving and follow through. Great for individuals and groups, it includes case situations, self-assessments and practice exercises for sharpening service recovery and complaint-handling with healthcare customers.
This nuts and bolts guide reinforces a customer orientation and develops key customer-oriented behaviors. It includes self-assessment and practice exercises that make employees more conscious of customer needs and adept at meeting these needs daily. This is a terrific text for staff development and improving service excellence in healthcare.
The quality of relationships among coworkers has a profound impact on patient and family experiences. Positive coworker relationships are key to employee engagement, morale and job satisfaction, as well as efficiency and effective service delivery. This book identifies the skills for creating and sustaining harmonious relationships, and includes practice exercises, self assessments and activities.
Best Seller! This book describes seven powerful strategies critical to service excellence and improving HCAHPS. These strategies are effective, simple, and easy, and can be implemented in your organization immediately. They help you hire for customer service, remove barriers, solicit customer feedback, and install standards, key words, and much more.
Assertiveness leads to respectful, supportive relationships, greater employee engagement, and better outcomes. This book helps healthcare employees develop the mindset and language skills for being effectively assertive, not aggressive or passive, in daily interactions with coworkers, patients, and families. It includes case situations, self-assessment tools, and exercises for engaging employees.