The guiding philosophy behind “What Matters Most” is as follows:
"At Extendicare, we value our customers and our team who cares for them. We are committed to treating them with dignity and respect in an atmosphere of compassion. As health care professionals, we take pride in being responsive to the needs of those who rely upon us."
The six cornerstones of “What Matters Most” were derived from this philosophy statement.
We demonstrate RESPONSIVENESS by taking the initiative to anticipate needs and being accountable for making sure that appropriate action is taken to resolve issues.
People with INTEGRITY have high professional standards and they encourage others to exceed expectations. People who show COMPASSION provide high quality service by being empathetic to the needs of others.
You demonstrate DIGNITY by conducting yourself with poise in a manner that considers the feelings and privacy of others.
When you take PRIDE in your work, you are enthusiastic, you speak positively about your job, the work environment and the quality of the services provided.
RESPECT is shown by having consideration for others, behaving in a courteous manner and earning the admiration of your peers.
Throughout the “Responsiveness” modules, employees will learn to show a positive regard for customers by being attentive to their needs and engaging the customer in the decision making and delivery of their care.
The benefits of Responsiveness include:
- Building trusting relationships
- Creating a team environment
- Improving customer satisfaction
A variety of interactive activities and exercises will help employees to better understand the concepts behind “Responsiveness” and reinforce the behaviors associated with being responsive to our customers’ needs.
The Integrity modules will help you to identify and emulate ethical leadership characteristics. Through a series of questions and exercises, you’ll begin to determine if your managing, leading, or coaching style mentors appropriate service behavior. Are your attitudes, motives and values reflected in the dimensions of service you provide? And, as a team player, are you enrolling others to support and model appropriate service behavior?
The benefits of Integrity include:
- Better communication
- Increased problem solving
- Greater productivity
- Decrease in employee turnover
Having personal integrity means that you are doing what you believe in, care about and feel is ethical or important. This cornerstone will identify your personal values and how they relate to the work you are doing.
Compassionate employees provide high quality service by being empathetic to the needs of others. The modules in this cornerstone will teach you how to resolve conflict, improve relationships by being empathetic to others and reconnect by utilizing good listening skills.
The benefits of Compassion include:
-Positive interactions with families, residents and co-workers
-Develops empathetic listening skills
Being a good listener involves showing interest in the other person and being able to “walk in their shoes.” The exercises associated with this module will demonstrate the importance of being empathetic, the art of an apology and how to address issues by taking appropriate action.
Dignity is described as the respect and honor associated with an important position. It is the quality or condition of being esteemed, honored, or worthy. In this cornerstone, you will find out how behaving in a dignified manner is closely related to how you present yourself to others. You will learn techniques to improve your communication skills and the important role that body language plays as well as how to create a positive first impression.
The benefits of Dignity include:
-Becoming more respectful of others
-Paying more attention to what people say
-Increasing your ability to listen with your heart as well as your ears
You’ll find that what you think you are communicating may not be at all what is being interpreted. Develop techniques to treat others with dignity by listening carefully to what is being said and ensuring that your message is getting across correctly.
Taking Pride in your work means that you show enthusiasm for what you do, speak positively about your job, the work environment and the quality of services you provide. Helping new co-workers to feel welcome and get acclimated to their new position is all part of showing pride in working for our organization.
The benefits of Pride include:
• Increases leadership, supervising and management skills
• Strengthens the cultural “glue” for communications
• Improves relationship skills
• Provides recognition and rewards
We can feel proud of ourselves for the work we do as well as proud of the organization. Demonstrating pride can take the form of showing consideration for other people, encouraging new people to join the organization and doing the extra things that are so meaningful to others. Doing a great job takes on a whole new meaning when we are proud of the work we do!
Respect is demonstrated by showing consideration for others, behaving in a courteous manner and earning the admiration of our peers. By acknowledging people’s feelings and taking an interest in others, you will succeed in developing deeper and richer relationships.
The benefits of Respect include:
• Creates a more polite work environment
• Builds self-esteem
• Encourages recognition and is personally rewarding
Respect is an attitude and being respectful says a lot about your own self esteem and how you treat other people. Learn how your sense of worth is directly related to achieving excellence in the work environment.