YAKETY-YAK… don`t Talk Back!
Transcription
YAKETY-YAK… don`t Talk Back!
Powerful & Effective Communication Skills “Lighting vs. A Lighting Bug” Chad Schwarz President, Integrated MedReps, LLC Practice Administrator, Affiliated Foot & Ankle Center, LLP [email protected] S Speech is Power! Speech is power: speech is to persuade, to convert, to compel. It is to bring another out of his bad sense into your good sense. S -Ralph Waldo Emerson Proper Telephone Techniques S 8 Initial Steps 1. Know your equipment 4. Never eat or drink while talking 2. Turn away from distractions 5. Remember the “3ring” policy 3. Have necessary resources handy 6. Identify yourself and your practice 4. Put a smile in your voice! 7. Ask how you may help Voice Inflection Factors which make up your “best” voice are: Energy Rate of Speech Pitch The Ideal Phone Personality Friendly Positive Uses good grammar Speaks at normal rate Uses voice inflection Manages stress well Good listening skills Empathetic What to Say & How to Say It In the course of the conversation Greet Politely Enunciate clearly Use caller’s name Be empathetic Choose words carefully Avoid the 5 Forbidden Phrases S “I don’t know” S “I/we can’t do that” S “You’ll have to”… S “Just a second” S “NO” For the “Angry” Patient… Use the L.E.A.P.S Method S Listen S Empathize S Apologize S Positive S Solve S Transferring Calls S Transfer only when necessary S DO NOT use the word “transfer” S Explain rationale Concluding a Phone Call S Agree on next step S Thank the caller S Leave with a positive message Interpersonal Communication Skills Verbal Communication S Listen intently to what the patient is saying S Do not interrupt S Pause briefly before responding to a patient’s statement S Use the patient’s name while speaking to them Non-Verbal Communication Communication Effectiveness consists of: 7% verbal 38% tone of voice 55% non-verbal Dr. Albert Mahrabian, UCLA Non-Verbal Communication Skills S Maintain eye contact S Do NOT seem rushed; Each patient is the most important in their mind S Put a system in place where you are not interrupted while speaking to a patient unless absolutely necessary S Maintain a good, and positive posture S Concentrate on your tone of voice Patient Personalities Communicating via Phone or Interpersonally S Assertive Don’t jump to conclusions - find out the facts Don’t become defensive Assess for credibility CONTROL the conversation by relying on your policies Be friendly… but be specific Passive Don’t take them for granted Approach them…. and question them (they probably won’t freely offer any information) Make suggestions Angry or Irate Don’t fight back Don’t take things personally PAY ATTENTION: Listen BEYOND what they say Apologize if wrong Recommend solving the problem Stay calm, cool and focused Use the L.E.A.P.S Method Talkative Don’t give them any prompts that they can run with MANAGE and CONTROL the conversation with prefaces Detour them back to the reason they are speaking to you (with closed Inquisitive S Ignore negative statements S Don’t be afraid to disclose your adherence to HIPPA compliance Every single person you meet has a sign around his or her neck that says, “Make me feel important.” If you can do that, you’ll be a success, not only in business, but in life as well.” - Mary Kay Ash Founder, Mary Kay Cosmetics Thank You!!! Chad Schwarz [email protected] m "Success comes before work only in the dictionary." - Anonymous