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A healthcare provider’s communication skills can determine a patient’s response to treatment, adherence to prescriptions and perception of quality of care.
This interactive workshop will help participants to enhance the patient experience through more skillful and intentional use of empathy, listening skills, words, tone, body language and more.
Course Overview
Every interaction culminates into the patient’s overall experience. This workshop will bring awareness to how and what participants may be inadvertently communicating to patients and provide practical methods to convey the right message.
Topics include:
First Impressions: Everything communicates, appearance, speech, work area
Representing Over the Phone: Great voice and outstanding etiquette
Juggling a Busy Office: Managing phone and face to face
It’s All in How You Say It: Better word choices and tone
What They See Trumps What You Say: The power of body language
Tune In: Develop active listening skills
Don’t Skip This: Learn to build rapport
Are You Feelin’ Me?: How to convey empathy
There’s a Thin Line: Understand the difference between being friendly vs too familiar
Gaining Trust: Patient Privacy
Everyone Isn’t Easy: Learn to skillfully handle difficult patients and their supporters
Expected Outcomes:
Participants will walk away with an expanded toolkit of specific things they can do to better manage various situations that regularly present in the medical environment.
- Heightened self-awareness
- Enhanced professionalism
- Stronger interpersonal skills
- Increased credibility with patients
- Better able to represent the practice
- Greater appreciation for the importance of their role
Who Should Come:
Medical Assistants and Patient-Facing Administrative Staff
Includes:
4 Value Packed Hours of Interactive Training, Workbook and Refreshments
Friday May 17
2 Sessions
Pick Your Best Time
Morning Session 8am – 12pm
Afternoon Session 1pm – 5pm
Early Bird $197
Ends Friday May 3 Reg. $225
