标准话术在献血者沟通中的应用

Application of Standard Script in the Communication of Blood Donors

目的对标准话术在献血者沟通中的具体应用进行探讨,为规范、温馨、精准献血者沟通提供参考。方法根据采供血工作的需求,制订合理的沟通目标,及时更新常见问题知识库,分析献血者个人或群体的期望、需求、动机等心理特征,运用有效的心理策略,设计标准话术,并在应用中不断总结完善。结果新进、转岗人员沟通培养周期由3个月缩短为1个月,2017~2020年分别成功招募单采献血者3593、4131、4440、4375人次,与2014~2016年相比差异有统计学意义(t=4.230,P<0.05),献血者服务满意度提升到99.2%,实现献血者沟通服务零投诉。结论标准话术的应用促进人员培养,缩短成长周期,规范献血者沟通服务,保证沟通质量,促进献血者招募,提升献血者满意度。

Objective Study on the application of standard script in the communication of blood donors,provide reference for standardized,warm and accurate communication with donors.Methods According to the needs of blood collection and supply work,we should formulate reasonable communication objectives,timely update the knowledge base of FAQ,analyze the psychological characteristics of blood donors such as individual or group expectations,needs,motivation,etc.,use effective psychological strategies,design standard scripts,and constantly summarize and improve in the application.Results The communication training cycle of new employees was shortened from 3 months to 1 month.From 2017 to 2019,a pheresis platelet donors successfully recruited 3593,4131 and 4440 respectively,and the difference was statistically significant compared with 2014~2016(t=4.230,P<0.05),and the service satisfaction was increased to 99.2%in 2019,meanwhile zero complaint of communication service.Conclusion The application of standard scripts promotes personnel training,shortens the growth cycle,standardizes the communication service of donation,ensures the quality of communication,promotes the recruitment of donors,and improves the satisfaction of donors.