Equipping Exceptional Leaders
This unique and intriguing leadership training, held at the Fort Wayne Country Club, includes a continental breakfast and lunch and features three professionals whose expertise create leaders who generate, engage and motivate
May 10, 2013 8:30am – 3:45pm
: Business Etiquette, Communication Skills and Office Dynamics
Karen Hickman, etiquette and protocol consultant–Professional Courtesy, reveals the expectations for and requirements of top-notch managers and employees regarding business etiquette, communication styles and the impact on office dynamics on today’s work-place environment. Managers and employees who understand, sharpen and practice these skills create engaged colleagues; successful workplaces; and, ultimately, higher profitability.
“Karen is the epitome of professionalism and an expert in social skills. She translates etiquette and protocols into practical tools and techniques that everyone needs to learn or be reminded of for the workplace and as part of civility. I’ve had the privilege of learning from Karen over the last number of years and each time I attend her seminar I learn something valuable that I can apply immediately and pass along to those I lead.”
—Lori Strahm, Parkview Health
Elizabeth Nulf MacDonald
: Business Communication Skills: Verbal, Written and Interpersonal
Elizabeth Nulf MacDonald, corporate communication consultant–The Verbal Edge, focuses on equipping leaders with professional email formatting techniques in addition to confident, succinct, engaging, and information-rich written, verbal, and interpersonal communication skills.
“Elizabeth Nulf MacDonald has led several verbal and written communication workshops for the staff at Peg Perego USA, Inc. Both the office and call center staff found Elizabeth’s positive approach helpful as they implement new skills that will be beneficial in both their personal and professional lives.”
—Deanna L. Mohre, Peg Perego USA, Inc.
Integrating the Ages — Generational Issues in the Workplace
Joe Wolfcale, Chief Executive Officer and multigenerational researcher, describes the fascinating and surprising relationships that can occur among multiple generations in the workplace environment. Focusing on the Millennial Generation, he shows how to connect with this intelligent, yet complicated group of people who have invaded our offices–and will continue to do so. Through interactive exercises and the latest and best information regarding Millennials, you will leave convinced your business will not only survive, but will also thrive with this generation.
“Joe’s presentation at the workshop was engaging and entertaining. He opened my eyes to changes that I needed to make as a leader to better manage my diverse workforce. This was a great investment for the future of my company and I’m confident it will lead to better communications and a more productive business environment.”
—Brad Gillum, Willow Marketing
RSVP by May 5, 2013 to Karen Hickman:
|$325 per person. $295 for three or more from the same company.
The Importance of a Patient Advocate
While dealing with my late husband’s illness and hospitalizations I soon realized the importance of taking on the role of his “patient advocate.” During several hospitalizations for a surgery, a head injury, that put him the ICU after a fall, and other ongoing care until he died, I felt the need, and was able to be his voice and protector. Even though, much of the time during his illness, he was able to make decisions and ask the appropriate questions, I too, could step in and ask, observe and trouble shoot. The fact that he was a physician and I was a nurse, didn’t hurt. However, having a medical background is not essential to be an effective patient advocate for your friends and family members.
When people are ill, in the hospital, or in a crisis situation, their ability to evaluate what is going on around them may be compromised. If they are seriously injured, coming out of anesthesia, on pain medication, bedridden or just feeling lousy, they may not have the energy or those critical thinking skills required to make informed decisions. That’s where a personal patient advocate can help tremendously.
I assumed that role again, on a recent vacation with good friends. One of my friends was injured from a fall at the airport curb as we were getting ready to leave for home. The stool that she stepped onto as she was getting out of the cab slipped as she put weight on it and she fell face and head first smacking the concrete curb. To say the least, a very scary situation for everyone involved. As we got her up and I looked at her, she was bleeding from a laceration to her left temple. A wheel chair was summoned, medics called and before we knew it, we were on our way to the University of California, San Diego Trauma Center, Hillcrest instead of going home.
She had not lost consciousness and had no confusion (worrisome signs for a head injury), but she was on blood thinners; a risk when you have an injury and are bleeding. It was, indeed, appropriate for her to be evaluated by a physician to make sure she was not bleeding inside her head. Remember actress, Natasha Richardson? She died two days after a head injury on a ski slope from a brain bleed that went undetected because she thought she was okay and didn’t have it checked out.
As we arrived at the trauma unit, my friend was whisked away into a trauma room where things happen pretty quickly with lots of people working on you at the same time…it was a well oiled machine. I was sent to a waiting area and was told that they would come and get me when they got her evaluated and some tests done. Fortunately for us, as close friends, I knew much of her medical history, what medications she was on and could have answered important questions if she couldn’t. She too, is a nurse and was able to do some of her own advocating. However, we were in a city that was not our home, dealing with a medical system and people we did not know. We were at the mercy, so to speak, of those taking care of her. And trusting them is part of the deal in this kind of situation.
Not too much time had passed after she had been assessed and had some tests when I was invited back to sit with her in the trauma room while we waited for those test results. At that point we learned that they wanted to admit her to be able to observe her overnight and so they could do another C.T. of her head, later in the day, to make sure that there wasn’t a slow bleed in her brain.
While in the waiting area I was able to call her husband, a physician, and tell him what had happened and keep him apprised throughout the day. When the test results came in we got her husband on the phone so the physician could talk to him directly and her husband could ask any questions of concern that he might have. This is “professional courtesy” in the medical business, but I would not hesitate to ask a physician to speak with anyone close to a patient who might not be there physically.
The staff at U.C.S.D. couldn’t have been nicer. They were able to get her a private room so I could stay with her through the night. They commandeered a lounge chair from another floor that turned into a cot so I could sleep in something other than a straight chair. I was very grateful and I think my friend was happy to have me close by. And she would have done the same for me.
As her advocate, I made sure that I got the names of everyone we encountered, what their role was in dealing with her. Getting names of those taking care of you or your family and friends is important. In crisis situations, it is nice to have a name to refer back to. Healthcare workers should always introduce themselves to the patient and family, but sometimes, that step is missed, especially in an emergency situation.
So, here are some guidelines for anyone who is assisting with family and friends in a medical setting:
If people do not introduce themselves to you, politely ask, “please tell me your name and what do you do here?”
Be another set of ears for the patient. Listen to the information given and ask questions if the patient is unable to ask for themselves or if they have forgotten something.
Take notes. Ask for clarification of medical terms in lay language.
Inquire as to when physicians might be making rounds so you can speak with them directly. Ask if you can make an appointment to meet with them while they are in the hospital.
While traveling with friends, have an idea of any health risks they may have and share yours.
Everyone should carry a brief medical history in their wallet or in their phone, that contains a list of medications, pertinent current and past medical information, allergies and contact numbers of friends and family members (ICE, in case of emergency)
If family members or friends are hospitalized, staying with them through the night is a huge comfort for them, but also, in these times of short staffing, you can be a great help in doing some of the small things that a patient needs.
When medication is dispensed, the patient and/or the advocate should always ask what the medication is and why it is being given, before taking it. Med errors do happen and another check is never a bad idea.
If someone you are with is injured in an emergency situation, stay as calm as possible. Take in the entire situation and get the names and contact information of those who assisted.
Keep track of the injured persons valuables and personal items.
Let medical people involved know who you are and your relationship to the patient. But do stay out-of-the-way of the medical people, especially in an emergency situation and let them do their job.
Do ask when you will be able to see the patient and what number to call if you have questions. Most special units have a direct line that family members can call to speak with someone in the unit and get an update.
Be polite, but if you feel the need to assert yourself do it in a respectful way. You will get better results than if you are angry or accusatory.
Check the I.D. bracelet of the patient to make sure the information on it is correct. In emergency and trauma units a fictitious name and patient I.D. number and date of birth may be assigned to a patient due to the fact that many people arrive without any identification. The patient’s real name with be added later.
If tests are done, it is okay to ask when you might get the results. Also, don’t be afraid to ask again. Nurses get busy and getting timely test results can sometimes get lost in the shuffle.
Do ask about comfort issues, like when they can eat,have something to drink, get up, wash up, brush their teeth, etc.
Upon dismissal, be sure to ask questions on what may be an issue after the patient leaves the hospital. Go over discharge information with the discharge nurse and get details about future appointments… who makes them. Ask about medications and where you can pick them up. And lastly, what should you do if a problem arises after dismissal.
Today starts the beginning of President’s week in the U.S. It is the time we honor President’s George Washington and Abraham Lincoln. Both of these men are well-known and left quite a legacy. Their beliefs emphasized freedom for individuals and certainly helped form the foundation of America. They also believed in consideration for others and talked about “civility”; a word that is still buzzing today.
Etiquette books have been around for thousands of years. The behaviour they promote is as relevant today, as it was in generations past. Take a look at Washington’s Rules of Civility and see what you think.
Civility and decent behaviour helps support a society and civilization. Without it we are certainly at risk for perishing.
Afternoon Tea and Beyond
“There are few hours in life more agreeable than the hour dedicated to the ceremony known as afternoon tea”. Henry James
I often hear people describe an “afternoon” tea as “high” tea. I suspect this is their way of making it sound special. However, the two are distinctly different and should not be confused. Below is a list of descriptions for the various types of tea that one could host or participate in.
- Afternoon Tea includes three distinct courses – tiny sandwiches, scones, pastries and tea.
- Cream Tea is a light repast that calls for scones, jam, clotted cream and choice of tea.
- Light Tea is a lighter version of afternoon tea. Sandwiches are not usually included.
- Full Tea is a complete four-course menu which includes finger sandwiches, scones, sweets, and dessert along with choice of tea.
- Royal Tea is also a complete four-course menu, but the addition of a glass of champagne or sherry gives it the distinction of royal.
- High Tea is a simple but hearty sit down meal which originated during the Industrial Revolution. The menu often includes meat pies, Welsh rarebit, sausage, cold meats, breads, cheese, jam, butter, relishes, desserts, fruits and tea. And it is served later in the day, often around 6:00 p.m. It can take the place of the evening meal.
There is something about having tea that evokes a heightened sense of civility. If you have never had afternoon tea in a fine restaurant where they do it well, I suggest you give it a try sometime. It is one of my favorite things to do when I am in a big city or in a restaurant known for their wonderful teas. If you are unable to travel or find a place in your city, try doing a tea for friends and family in your home. It is a wonderful way to entertain. And no “extended pinkies”; that is not proper etiquette.
Tea aficionados are very particular about the brewing of their tea; whether it is loose or in a tea bag. The water, the temperature and brewing time affects the quality and taste of the final product. Here are some tips on how to brew the “perfect” pot of tea.
- Run cold water from the faucet for at least one minute. Then fill the tea kettle with sufficient water to warm the teapot and make the tea. Filtered water is often used.
- When water is near boiling, pour some into the teapot and swirl it around to warm the pot.
- Measure a rounded teaspoon of tea for each cup of water the teapot holds. Add an extra teaspoon if a strong tea is preferred. The tea may be placed directly in the pot or use a tea infuser or filter. If you put the leaves directly into the teapot, stir the liquid and strain or decant the steeped tea into another heated pot.
- Steeping time depends on the size of the leaf. Any black tea should steep at least three minutes; very few require more than six minutes. Formosa oolong calls for seven minutes, and most green teas about one to three minutes. Green tea is brewed at a lower temperature. Steeping any tea too long can make the tea bitter.
- Pour the tea into the cup before adding milk, lemon or sugar. Do not use milk and lemon together; it can curdle the milk.
When in doubt about the brewing time for a certain type of tea, do a little research. Here’s hoping your next “cuppa” is perfect.
If you teach dining etiquette these photos may be just what you need to enhance your presentations.
Professional full color photos for your dining tutorials can be yours for $60.00. They will be sent to you electronically.
There are 43 full color images done by a professional photographer for the book, “Dishing Up Smiles” that was published by the Alliance of the American Dental Association.
I contributed dining etiquette for 18 sections in the book. Each section for 18 sections in the book. Each section contained photos relative to the section topic. There are multiple shots of the settings so the best shot can be chosen for your presentations.
These are great to insert into Power Point Presentations, handouts, workbooks or any other dining tutorial. They show American and Continental styles of eating, formal place settings, eating soup, finger bowl use and more…
If you are interested, email me @ email@example.com and I will invoice you via paypal.