A FORTH SESSION HAS BEEN ADDED!!!

Be Your Best When Patient Are Not at Theirs 

How to Have Critical Conversations for Staff 

Staff plays an essential role in customer service. They typically have to handle challenging situations, in the moment, without a lot of time to prepare. Those situations can be frustrating, and leave them rattled and drained. As a result, their interaction with patients can affect how the patient perceives the organization. Staff is often the “Directors of First Impressions”. If any of this is true for you or your staff, this workshop is for you.

The “Be Your Best When Patients Are Not at Theirs” workshop has been designed specifically for people who deal with challenging people and/or tough conversations. The workshop will provide tools for managing both patient conversations and improving crucial conversations with coworkers and front line managers.

 At this high impact workshop, you will learn:

• Techniques that will allow you to handle challenging customer service situations with confidence.
• Effective tools and language for dealing with difficult conversations and people.

Whether managing a problematic patient or having more productive conversations with fellow staff, this course will give you the core tools you need. There is a way to effectively handle difficult people without all the upset, frustration, and risk to future business.

Benefits 

The benefits of the workshop for the participants are:

• Deal with difficult, irrational, aggressive, and unreasonable people with greater skill & less stress
• Be assertive, maintain patience and deliver unwanted messages with confidence
• Avoid common (but critical) mistakes in working with upset patients
• Use our customer service model to minimize conflicts and retain satisfied patients
• How to say "no" respectfully to an unreasonable request while maintaining the relationship
• Feel more confident having difficult conversations
• Have more productive conversations with fellow staff and managers 

The benefits of the workshop for your organization are:

• Give your staff additional practical tools and techniques they need to manage challenging client conversations and complaints more effectively and with less potential damage to the relationship
• Save money by improving client satisfaction, loyalty and company image
• Turn potentially difficult front line conversations into productive exchanges
• Minimize unnecessary escalation of disputes
• Give jaded front-line staff a new perspective on client service
• Showcase the image of your organization as respectful and responsive to patients, while getting results that are fair to you.

Register Now!