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: thinkfaculty@thinkfaculty.comPhone : +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