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Custom tailored training for the healthcare segment in Pakistan. One of a kind training program for the Pakistan healthcare market.
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Think Faculty Training
HealthCare Training
Feb 23
ThinkFaculty Company
ThinkFaculty believes in enabling minds to explore new horizons, limitless opportunities and developing leaders for the challenges of tomorrow. Our team comprises of specialists who have successfully run organizations in Pakistan and abroad and have the in-depth expertise in team building, customer care and leadership management.
Contact InformationEmail: [email protected] : +923244906430Office : 51- B, Gulberg 2, Lahore
www.thinkfaculty.com
Some of our valued customers
SETTING THE TONE OF SESSION
No passive listening Energy levels to be high – Engage your body
and mindWrite NotesLanguage Interactive sessions (85% retention)
Smiles
Enthusiasm
Momentum
Thrill to learn
Analysis of Class Environment
Section A - Quality definition, perception and missing links
Section B- Case Studies
Section C - Attitude
Section D - Strategy and Action Plan
Training Session Breakup
“Specifications should define what it takes tosatisfy the customer. Period. This is whatquality is all about: the customer’s perceptionof excellence. And quality is our response tothat perception.”
Tom Peters, Thriving on Chaos
Synchronization in the definition of “Quality”
Premium medical facilities at affordable rates
Cancer Cure
Doorsteps of the best institute in the country
Peace of Mind
What do you think the customer expects from SKM?
Friendly
Concise
Informative
What do you think he wants when he opens dialogue?
Variety of people from all different backgrounds
Social and ethnic backgrounds
Emotional psychology
Who is the customer?
What is your gift?
What is your strongest point as a human being?
Energy levels
Who are you ?
Do you think you deliver?
Bad listening skills
Incomplete data available
Environment
Personal belief system
Reasons of non delivery
35%
20%
20%
25%
Customer Service
Environment
Unknowns
Health
Personal
Root cause of the missing link
100 people visiting hospitals were interviewed regarding their service. Reasons for dissatisfaction:
GesturesNo reciprocation Body language
Seagull Corporation Analysis
Case Studies
Section B
Each and every Durham Regional Hospital employee has read and signed these standards, signifying their commitment to the highest level of customer service.
Do you have your staff to sign an agreement?Do you have a monitoring mechanism?
Customer Care in hospitals
We define customers as every patient, family member, physician, visitor, corporate representative and co-worker.
GREETING, WELCOME & APPRECIATION I will greet customers by making eye contact, smiling, addressing them by
their last name (unless directed otherwise), and introducing myself by name and department or title.
I will provide our customers with directions or assistance when necessary. I will wear my identification badge at shoulder level, facing forward and
free of stickers and pins. I will acknowledge the contributions of staff and others by saying “please”
and “thank you”.
Durham Regional Hospital
I will use my individual and/or departmental voicemail at a minimum and answer the phone within three rings. I will introduce my department and name, conveying, “may I help you” through my tone of voice.
I will ask for approval before placing the caller on hold. I will transfer calls by researching the correct number and
providing the number before transferring. I will demonstrate appreciation when ending a call by
thanking them for calling or offering future assistance.
PROFESSIONAL TELEPHONE BEHAVIOR
I will knock on patients’ doors, pause appropriately before entering and indicate who I am.
I will emphasize to patients that privacy is important to us and will demonstrate this commitment by asking preferences regarding curtains and doors.
I will protect privacy and healthcare information according to HIPAA regulations; I will be sensitive to my co-workers’ privacy and avoid disclosing personal information.
CONFIDENTIALITY & PRIVACY
I will actively listen, focusing on the person and checking for understanding by repeating and asking questions.
I will provide positive, professional and prompt responses and ensure my facial expressions and tone-of-voice are consistent with my words.
I will be attentive to customers’ thoughts and feelings and adapt my response to make them feel comfortable and understood.
I will project a positive presence and ensure that my work-related or personal frustrations are kept separate from my patient care and professional activities.
COMMUNICATION
I will recognize, respect and respond to the diversity of our customers.
I will take action to protect the dignity of our patients/customers.
RESPECT
I will be attentive to customers’ comments, body language and voice tone and offer my assistance; I will be considerate of their feelings by acknowledging any inconvenience.
I will convey to customers that I am genuinely interested in assisting them by using “yes” words and phrases such as “I’m happy to help you” or “It’s my pleasure”.
I will take action to resolve matters brought to my attention. If I am unable to resolve, I will involve the appropriate person or department.
I will follow up with customers by providing status updates. I will assess customers’ level of satisfaction by asking, “have your needs been met” or “are you satisfied”?
RESPONSIVENESS
I will take ownership for the appearance of DRH’s campus by picking up and disposing of trash inside or outside of the facility. I will ensure my workplace is neat, organized and free of clutter.
I will take responsibility for reducing noise levels in patient care, work and public areas.
I will report any patient safety or environment of care issues or concerns following DRH’s reporting structure.
ENVIRONMENT
Do you send cards to the ones who have been successfully treated ?
Are your nurses awarded ?
“Experience the Spirit of SKMH?”
Amazing Facts
A comb looks like a very simple item. But it is deceptively simple. We tend to forget that in the past combs were all handmade. That every tooth, and the space between each tooth, was filed to the same width. This uniformity is all the more astonishing when we remember it was achieved by eye. One mistake and the comb would be ruined. This made combs valuable possessions. And the fact that they were personal items engendered the belief in ancient Japan that one’s comb was the repository of one’s soul. No wonder the making of it was approached with an almost religious devotion. The comb, an example of how devotion to the basics can lead to simply stunning results.
Intricate Details
Online shoe store 5000% growth in 2 years Listening is the key. They now ship and return
shoes without cost.110 % refund 4 million inventory
Zappos.com
You are the company to the customer
Smile personality
Object oriented conversation – what do you want to achieve from this conversation
Emotional Transactions
Section c - Attitude
People who feel dejected, unimportant, embarrassed and cheated
Who are the customers?
Proper posture
Personal hygiene
Dress sharp
Professional handshake
Hand gestures
Tone of Voice
Physical Contact
Section C – Strategy and Action Plan
Putting on the Armor
Putting on the Armor
Change
3 Things! Change
3 Things!
How to Change Your AttitudeHow to Change Your Attitude
ATTITUDEATTITUDEATTITUDEATTITUDE
ATTITUDEATTITUDEATTITUDEATTITUDEChanges happen
personally from the
INSIDE OUT!
Changes happen personally from the
INSIDE OUT!
I am responsible . . .
. . . for who I am . . . for what I have . . . for what I doATTITUDE
ATTITUDEATTITUDEATTITUDE
So . . . Accept ResponsibilitySo . . . Accept Responsibility
How to Change Your ThinkingHow to Change Your Thinking
THINKINGTHINKING
THINKINGTHINKINGTHINKINGTHINKING
Changes come from observing
logically in every situation
Changes come from observing
logically in every situation
Observe Your ThinkingObserve Your Thinking
THINKINGTHINKING
Why do I really
care?
I refu
se to
let
this
hook m
e!
This is all very interesting
What can I do
to defuse this?Tomorrow it will look very different.
I’d lik
e to b
eat
the …
This is going to be a wonderful
day!
This is going to be a crappy day!
Manage Your Self-TalkManage Your Self-TalkIf you think you Can, or you think you Can’t…YOU’RE RIGHT! Henry Ford
THINKINGTHINKING
How to Change Your BehaviorHow to Change Your Behavior
BEHAVIORBEHAVIORBEHAVIORBEHAVIOR
BEHAVIORBEHAVIORBEHAVIORBEHAVIORChanges take true assessment, determination & discipline
Changes take true assessment, determination & discipline
Choose Your BehaviorChoose Your BehaviorREACTIVE
ResponseResponse
RESPONSIBLE
My Respons
e
My Respons
e
My Choice
My Choice
BEHAVIORBEHAVIORBEHAVIORBEHAVIOR
Stimulus
Stimulus
Add POSI+IVE BehaviorAdd POSI+IVE Behavior
INFLUENCE YOUR ENVIRONMENT!INFLUENCE YOUR ENVIRONMENT!
• Sprinkle some “positive” on the negatives
• Focus on the good of each daySay “please” and “thank you”
• Practice EMPATHY• Evaluate YOUR behavior • Never miss an opportunity to complement
• Spread a SMILE around
Replace the BAD HABITS!Replace the BAD HABITS!
BEHAVIORBEHAVIORBEHAVIORBEHAVIOR
Remember to . . .
Watch your definitions - they become thoughtsthey become thoughts Watch your thoughts - they become wordsthey become words Watch your words - they become actionsthey become actions Watch your actions - they become your destinythey become your destiny
The Choice is YOURSThe Choice is YOURS
With a Bad attitude you can never have a positive dayWith a Positive attitude you can never have a bad day
Choose POSI+IVE LivingChoose POSI+IVE Living
Smile begins before the call
What kind of attitude that will drive a customer to closure?
Attitude is a state of mind
Tips for Attitude
“How are you today?”“ What would you like to know?”“How can I assist you?”“I don’t know, but I can find out for you?”
Greeting
Listening StylesListening Styles
Results-style:Results-style: Interested in the bottom line or result of a message.
Reasons-style:Reasons-style: Interested in hearing the rationale behind a message.
Process-style:Process-style: Likes to discuss issues in detail.
The Keys to Effective ListeningThe Keys to Effective ListeningKeys to Effective Keys to Effective
ListeningListeningThe Bad ListenerThe Bad Listener The Good ListenerThe Good Listener
1. Capitalize on thought
speed
Tends to daydream Stays with the speaker, mentally summarizes the speaker, weighs evidence, and listens between the lines
2. Listen for ideas Listens for facts Listens for central or overall ideas
3. Find an area of interest Tunes out dry speakers or subjects
Listens for any useful information
4. Judge content, not delivery
Tunes out dry monotone speakers
Assesses content by listening to entire message before making judgments
5. Hold your fire Gets too emotional or worked up by something said by the speaker and enters into an argument
Withholds judgment until comprehension is complete
The Keys to Effective Listening (cont)The Keys to Effective Listening (cont)Keys to Effective Keys to Effective
ListeningListeningThe Bad ListenerThe Bad Listener The Good ListenerThe Good Listener
6. Work at listening Does not expend energy on listening
Gives the speaker full attention
7. Resist Distractions Is easily distracted Fights distractions and concentrates on the speaker
8. Hear what is said Shuts our or denies unfavorable information
Listens to both favorable and unfavorable information
9. Challenge yourself Resists listening to presentations of difficult subject manner
Treats complex presentations as exercises for the mind
10. Use handouts, overheads, or other visual aids
Does not take notes or pay attention to visual aids
Takes notes as required and uses visual aids to enhance understanding of the presentation
Barriers to Effective CommunicationBarriers to Effective Communication
• Process Barriers:Process Barriers: involve all components of the perceptual model of communication
• Personal Barriers:Personal Barriers: involve components of an individual’s communication competence and interpersonal dynamics between people communicating
• Physical Barriers:Physical Barriers: pertain to the physical distance between people communicating
• Semantic Barriers:Semantic Barriers: relate to the different understanding and interpretations of the words we use to communicate
For class discussion:For class discussion: Which of the barriers to effective communication is the most difficult to deal with? Explain.
Metacommunication
Communicating about one’s communication style/barriers to communication, etc.
Leading Change: Manage Attention
TIME X
ENERGY / PASSION X
FOCUS / AGENDA
= ATTENTION
Leading Change
Personal Contract
As a leader driving change, over the next 90 days I will:
Areas to drive change
Focus & AgendaFocus & Agenda
•
•
•
•
•
•
•
•
•
Leading Change
Energy & PassionEnergy & Passion
TimeTime
Tactics & Tools Include: Used For:
Calendar Test(Time Audit)
Stimulating thinking and teamdiscussion about the degree ofattention and commitmentchange leaders are exhibiting
Identify 4-5 things you feelstrongly about (at home orat work)
Check your calendar for the last 2-3 months to see what % of your time is spent on those things you say are important to you
1.
2.
CAP Self-Assessment Assessing current capacity toexhibit specific competenciesin each of the seven core CAP processes
Change Acceleration Process Self-Assessment
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
Leads change
Creates a shared need
Shapes a vision
Mobilizes commitment
Makes change last
Monitors progress
Changes systems & structures
Leading Change
Making Change Last
Tactics & Tools Include: Used For:
Assessing forces in the internal and external environment whichwill either help to make changelast or make it difficult to do so
Force Field AnalysisENABLERS RESTRAINERS
Remember to build an action plan to leverage enablers
and minimize restrainers.
Attention to some simple but powerful "best practices" can lay a good Attention to some simple but powerful "best practices" can lay a good foundation for MAKING CHANGE LASTfoundation for MAKING CHANGE LAST
Attention to some simple but powerful "best practices" can lay a good Attention to some simple but powerful "best practices" can lay a good foundation for MAKING CHANGE LASTfoundation for MAKING CHANGE LAST