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IH Interior Health Library

2 records – page 1 of 1.

Dealing with conflict: healthcare version

https://iha.andornot.com/permalink/library15447
CRM Learning, Owen-Stewart Performance Resources Inc. Port Perry ON: Owen-Stewart Performance Resources Inc. , 2003. (DVD, Book)
Call No.
HD 42 D279 2003 A/V
Location
RIH Library (Librarian's Office)
Corporate Author
CRM Learning
Owen-Stewart Performance Resources Inc.
Place
Port Perry ON
Publisher
Owen-Stewart Performance Resources Inc.
Pub Date
2003
Physical Description
1 DVD (20 min.) ; + 1 leader's guide
Format
DVD
Book
Subject
Conflict
Management
Work
Abstract
Based on the world famous Thomas-Kilmann Conflict Mode Instrument, this program offers proven methods for recognizing and resolving conflict. Viewers will learn: proven methods for recognizing conflict, the five most valuable methods of conflict resolution, the two basic dimensions of human behavior in conflict situations, how to take responsibility for conflict and its resolution.
Call No.
HD 42 D279 2003 A/V
Location
RIH Library (Librarian's Office)
Loan Policy
21 days
Less detail

It's a dog's world: a painfully funny video about patient care

https://iha.andornot.com/permalink/library15448
CRM Learning, Owen-Stewart Performance Resources Inc. Port Perry ON: Owen-Stewart Performance Resources Inc. , 2008. 2nd ed. (DVD, CD-ROM, Book)
Call No.
W 85 I88 2008 A/V
Location
RIH Library (Librarian's Office)
Corporate Author
CRM Learning
Owen-Stewart Performance Resources Inc.
Edition
2nd ed.
Place
Port Perry ON
Publisher
Owen-Stewart Performance Resources Inc.
Pub Date
2008
Physical Description
1 DVD (14 min.), 1 CD-ROM ; + 1 guide
Format
DVD
CD-ROM
Book
Subject
Medical care - Customer services
Patient Satisfaction
Health services - Standards
Abstract
Updated version shows that everyone employed in a medical office, hospital or clinic can make a difference in improving customer service.
The story follows a man and his dog who go out for a walk one day and end up needing medical attention - fast. Man goes to his healthcare provider, dog goes to the vet, but one patient ends up with a far better experience. Here's a hint: It's not the man.
It's a dog world shows: the patient experience from the patient's point of view, easy ways to reassure people at critical points in their medical journey, the importance of respecting the patient's time, feelings and dignity, how an unprofessional manner erodes patient trust, why follow-through is so important, the fundamentals of patient-centered care.
Notes
DVD contents: It's a dog's world, 2nd ed., including chapter selections -- It's a dog's world, 1st ed.
CD-ROM contents: PowerPoint presentation -- participant handouts
Call No.
W 85 I88 2008 A/V
Location
RIH Library (Librarian's Office)
Loan Policy
21 days
Less detail