Essential Skills for Outstanding Service in Healthcare Training of Trainers

Tuesday, April 9th 10:30 am to 3:30 pm

& Wednesday, April 10th 8:30 am to 12:30 pm

Embassy Suites Brandon – 10220 Palm River Rd, Tampa, FL 33619


Space Is Limited To 36 Participants!

Essential Skills for Outstanding Service in Healthcare is a staff training program developed by FACHC, in partnership with Florida’s Community Health Centers. The goal of the program is to improve internal and external customer service, communication, professionalism, empathy and teamwork. Learn more about the topics covered in the Essential Skills modules.

Learning Objectives

  1. Become familiar with the Essential Skills for Outstanding Service in Healthcare content and learning format.
  2. Gain insight into individual communication styles and challenges.
  3. Practice and improve interpersonal communication skills.
  4. Review effective strategies for facilitating adult learning.
  5. Learn from diverse peers that play different roles at other health centers.
  6. Gain a greater appreciation for the CHC mission and movement.
  7. Have fun and recharge from the day-to-day challenges of working at a health center

Training Format

This Training of Trainers (TOT) mirrors the interactive format of the Essential Skills Program, which uses learning prompts, like case studies and video clips, to generate dialogue and reflection about important topics and themes. It provides real opportunities to practice inter-personal communication skills, strengthen connections with peers and learn from each other’s common experiences. Participants work in small groups and pairs; role play and share in a more traditional large group format. The learning and engagement process increases self-awareness and personal insight about individual communication styles and builds confidence to communicate effectively and model effective communication for others. We’ll plan how to disseminate lessons learned to other CHC staff and review best practices for facilitating adult learning. In 2023 we trained 113 people from 4 health centers with an average satisfaction rating of 4.9 out of 5 points. See photos from recent Essential Skills TOTs. Read feedback from participants and a few recent testimonials.

Essential Skills Results

In a survey (62 responses) conducted 3 months after participants completed the TOT 85% of respondents said customer service and communication with patients had improved as a result of the training; 80% indicated that empathy, professionalism and teamwork had improved; and 75% said communication between staff had improved. Read some of their comments.

Other Details

  • Lunch will be provided on Tuesday, and Breakfast on Wednesday. Parking is free. Participants are responsible for arranging their own hotel accommodation.
  • Participants who complete the program will receive a certificate and have access to the Essential Skills materials, which they can use to train health center staff. Materials include ready-to-use PowerPoint presentations with instructor notes, a Facilitator’s Guide, handouts, case studies, and videos that can be used in training activities, meetings, or presentations.
  • We encourage centers to send teams of at least 2 trainers who can support each other in using the Essential Skills materials to train others.
  • The registration fee is $125 per person.
  • If there is enough interest, we’ll host an informal reception after the training on Tuesday. Please indicate your level of interest when registering.

For more information, please contact Erin Sologaistoa at