About
This program is to train healthcare staff in service excellence and bring their service level to a new height
Learning Outcomes
By the end of the course, participants would be able to:
- Discover the joy and passion of providing good service through a better understanding of themselves and the patient.
- Understand the essential skills and useful tools to delight patients and create meaningful service experiences.
- Help their employees become powerful service ambassadors through this program and raise service levels significantly.
- Understand the importance of each unit’s contribution to organisation’s Big Picture
- How to building greater relationship with the patients and their Next-of-Kin
- Gain in-depth understanding of your service behaviours through DiSC
- Learn to be more effective listeners and communicators
- Build trust and team collaboration in delivering consistently a remarkable patient experience
Some of the topics that will be covered include:
The New Paradigm in Service Excellence
Today's successful companies have moved to using the new paradigm in service excellence instead of the old paradigm such as service quality, service transaction and serving patients. Here, the participants will discover the new paradigm in service excellence that their patients are expecting.
Understand the importance of each unit’s contribution to organisation’s Big Picture
Be an Effective Communicator
- Active Listening Strategies for Handling Challenging Patients
- Identifying Appropriate Listening Styles to Use in Challenging Patient Service Situations
- 7 Positive Principles for Cooperative Communication
- 3 V’s of Communication with Difficult Patients
(Visual Projection – Professional Image, Posture, Eye Contact and Gestures, Vocal Projection – Inflection and Volume, Verbal Projection - Converting Fighting Words to Professional Words)Gain in-depth understanding of your service behaviors through DiSC
DISC is the four quadrant behavioural model based on the work of William Moulton Marston PhD (1893 - 1947) to examine the behavior of individuals in their environment or within a specific situation. DISC model helps people to improve work productivity, teamwork, and communication.
The DISC dimensions of behavior (Dominance, Influencing, Steadiness, and Conscientiousness) make the DiSC model and interact with other factors to describe the typical behaviour styles of individuals. In this session, participants will learn to:
- Increase their self-knowledge: how they respond to conflict, what motivates them, and how they solve problems effectively;
- Learn how to adapt their own style to get along better with others
- Foster constructive and creative group interactions
- Facilitate better teamwork and minimize team conflict
- Develop stronger communication skills by identifying and responding to patient styles
- Manage more effectively by understanding the dispositions and priorities of colleagues and team members
Service Touch-point
- Working Collaboratively for Excellence
- Identify Service Standards
- Create Positive First and Last Impression
The Heat Strategy
- Handling Complaint Effectively and managing the patient’s or their relative unhappiness with the service level
Who Should Attend
This course is suitable for frontliner, operational, service and support staff who are involved in establishing and maintaining positive patient experience
Methodology
The two day workshop will be delivered through lectures, case study, role play, and group discussion.
