Communicate with H.E.A.R.T.

  • Wellington Exempted Village Schools aims to provide a quality customer experience for all stakeholders within the district. Our schools strive to elevate expectations and increase satisfaction for every caller or visitor who engages with an employee in any of our school buildings or offices.

    Through Communicate with H.E.A.R.T., a proven compassionate communication program, employees of Wellington Exempted Village Schools are empowered to interact with students, parents, visitors, community members and each other in a caring and respectful way. This program, developed by the Cleveland Clinic, uses in-person training and provides easy-to-use materials to establish and sustain a culture of service excellence.

    The program has two major components: S.T.A.R.T. with Heart and Respond with H.E.A.R.T. 

    All Wellington staff are being trained in Communicate with H.E.A.R.T. Staff training establishes expected and consistent service behaviors; provides a service recovery framework; and demonstrates how personal accountability favorably impacts every encounter.

    Please take the Satisfaction Survey to let us know how we’re doing!

    For more information on this program, please contact H.E.A.R.T. Trainer, Ron Kisner at 440-647-7409 or rkisner@wellingtonvillageschools.org.

S.T.A.R.T. with Heart™

    • Smile and greet warmly
    • Tell your name, role and what to expect
    • Actively listen and assist
    • Rapport –build a relationship
    • Thank (For the opportunity)

    Note:
    S.T.A.R.T. components do not need to be communicated in order. However, all components should be communicated during an interaction.

    To nominate a staff member for excelling at the S.T.A.R.T. with Heart communication components, click HERE

    For more information on S.T.A.R.T. with Heart, please contact H.E.A.R.T. Trainer, Ronald E. Kisner at 440-647-7409 or rkisner@wellingtonvillageschools.org.

Respond with H.E.A.R.T.™

    • Hear
    • Empathize
    • Apologize
    • Respond
    • Thank (For the confidence)

    Note:
    H.E.A.R.T. components should always be communicated in order.

    To nominate a staff member for excelling at the Respond with H.E.A.R.T. communication components, click HERE

    For more information on Respond with H.E.A.R.T., please contact H.E.A.R.T. Trainer, Ronald E. Kisner at 440-647-7409 or rkisner@wellingtonvillageschools.org.

Communicate with H.E.A.R.T. Excellence Award

  • Wellington’s Communicate with H.E.A.R.T. Excellence Award recognizes staff members who excel at providing outstanding customer service through the S.T.A.R.T. with Heart and Respond with H.E.A.R.T. communication practices. 

    The Communicate with H.E.A.R.T. Excellence Award is presented quarterly to staff members who have been nominated by their peers and stakeholders within the district. To nominate a staff member for their exceptional demonstration of the S.T.A.R.T. with Heart and Respond with H.E.A.R.T. practices, click HERE.