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Managing Patient
Expectations
Patient retention, referrals and the personal
rewards of working in health care are closely
linked to the quality of relationships developed
with patients and their families. Managing
expectations is a process of helping people
know how to be right and when to be satisfied,
through word-of-mouth commentary, advertising,
first impressions and responsive communication.
How can you manage unrealistic expectations
in a way that satisfies your patient and
preserves your relationship? Attend this
program to expand your knowledge about how
to increase patient trust, confidence and
follow-through.
Getting to 99: Achieving a Culture of Service Excellence
Leaders have a responsibility to teach and
inspire staff to interact with others in
a positive manner. What does it take to
develop a culture of service excellence,
where commitment to patients is expected
and routine? How can you take what you learn
at a service quality program and integrate
that knowledge in your own organization?
After attending this program you will be
able to recognize and reduce the obstacles
to maintaining a culture of service excellence;
use exercises and assessments taught in
this program with your own staff; and encourage
appropriate discretionary behavior on the
part of staff.
Yes! You Can Soothe, Smooth and Improve Difficult People
Some people are harder to care for than
others. This program will provide you with
strategies and dialogue for interactions
with the “personality-challenged”
folks in your life. After attending this
program, you will be able to: Identify reasons
why people are difficult; predict when you
are prone to overreact to the difficult
person; use empathy and tact even when under
pressure; avoid mirroring the angry person;
respond calmly to difficult people; and
reduce the stress of difficult interactions.
One Great Leadership
Skill: Knowing How to Inspire Discretionary
Effort
You want the patient care provided
in your organization to reflect your values,
and your commitment to caring. Leaders have
a responsibility to teach and inspire staff
to interact with others in a positive manner.
What does it take to develop a culture of
service excellence, where commitment to
patients is expected and routine? Your success
in making this happen depends on the discretionary
effort of your staff. What are the three
elements that inspire discretionary effort?
What can you do with the “Eddie Haskells”
– the employees who work with enthusiasm
only when their supervisor is in view?
Instant Rapport: How To Inspire Trust and Confidence When You Have Too Little Time and Too Many Patients
Have you ever met someone and instantly
liked the person, without even being sure
why? Would your life be easier if people
felt that way about you? What are three
strategies you can use to create quick rapport
when time is limited? Learn how to create
the kind of rapport that inspires patients
and other important people in your life
to trust you.
Service Recovery Skills to Restore Patient Satisfaction
Complaining about something is the person’s way to saying, “I need your help.” How you and your colleagues handle that expression of unhappiness will have a lot to do with whether the patient chooses to remain loyal, or will seek care elsewhere. Unresolved complaints can result in a negative word of mouth, adverse publicity and malpractice suits. Service recovery skills help you respond to complaints with greater ease and in a way that helps you preserve and even improve the relationship. This presentation provides: best practices in service recovery; effective responses to specific patient complaints; what to do and say when the patient is wrong; techniques to prevent escalation of difficult situations; how to develop responses you can choose from when patients complain about billing, service quality, their environment, your colleagues, and communication.
Taking Service Quality To the Next Level: 60 Ideas in 60 Minutes
What do successful organizations do to maintain the momentum of their service quality initiatives? How can you sustain the gains you’ve made and take your program to the next level? Strategies of highly regarding service leaders will be discussed - sixty in sixty minutes!
The World is Full of Cactus, but We Don’t Have to Sit on It
Life doesn’t always go the way we want it to. Whether it is an encounter with a difficult person, a difficult day, or an unwanted change, the cactus in our lives can take a toll. You’ll learn how to dust yourself off and maintain a positive outlook - whatever life brings your way.
You’re Such a Good Listener
If you know someone who is a good listener, you probably admire that person. A good listener lets you know that you are both important and interesting. A good listener seems to intuitively know what another person needs in order to feel better. Effective listening is hard work. If you are a very busy person, you may be afraid to really listen, for fear that you’ll forget what you want to say next. For most of us, becoming an effective listener requires specific behavior changes and a commitment to practice new skills until they become second-nature. This presentation will be a listening workshop that will be low on theory and high on practical application. Plan to attend to assess your listening habits and identify specifically how your listening skills can be enhanced; learn best practices for real-life listening – tips to use right away; use questions to clarify your understanding; receive a twenty page workbook with principles and follow-up activities to sustain your supportive listening style. A good healer is a good listener. Effective listening is the most important thing you can do to create and sustain a positive relationship with another person. When you improve your listening skills, you get more from your relationships, both professional and personal.
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