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Perfecting Patient CareSM
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I-WISE Training

The Incumbent Worker Investment and Skills Enhancement (I-WISE) program provides soft skills training based on Perfecting Patient CareSM for frontline and managerial staff in communication, conflict management, delegation, teamwork and team building, basic and strategic problem solving, facilitating change and being part of change. Frontline courses are two hours each and managerial courses are three hours each. At completion, the participants receive certificates of attendance, completion and where applicable, continuing education credits. Program performance measures are based on attendance, employee and employer satisfaction surveys and participants' retention rate compared to their counterparts.

I-WISE also incorporates a Train-the-Facilitator program as an essential component in building organizational capacity for soft skills and process improvement training. Train-the-Facilitator program consists of five (full day) sessions on instruction of training modules. These sessions include the following:

  • Overview of Perfecting Patient CareSM tools and skills
  • One-day I-WISE course content training in communication, conflict management, delegation, teamwork and team building, basic and strategic problem solving, facilitating change and being part of change on both frontline and managerial levels
  • Facilitation skills, practice, assessment and refinement
  • Practice facilitating large segments of I-WISE curriculum including interactive lectures, classroom discussions, and small group activities

Facilitators are trained in the use of audiovisual equipment, presentation software and the use of the Internet for accessing the I-WISE curriculum and training resources. I-WISE content and auxiliary materials are available electronically (see log-in link below) for access to consistent and relevant materials that can be used anywhere at any time.


Facilitators, please log-in below to access lesson plans, curricula, presentations, and training materials.

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