ENGAGEMENT TRAININGS TALENT-TO-VALUE IN ACTION

CUSTOMER EXPERIENCE TRANSFORMATION PROGRAM

Leaders of successful companies know how to ensure the competitiveness of the business. The key factor here is investment in the development of staff soft skills. By effectively managing the processes of revealing the communicative potential of employees, companies implement their strategy in the long term. The School of Emotional Intelligence Development is part of the Khomutova & Partners consulting services practice.

The main component of the company's success and achievement of high results is the effective work of the employees of the contact zone of the Medical Department of the Sanatorium. The complex work of setting up a client-centric service sets the following tasks for itself: increasing the competitiveness of the Sanatorium and the effectiveness of the system in building long-term relationships with clients, creating a system for effective interaction between employees and patients, increasing the influx of new and repeat patients, building an effective communications system, eliminating existing shortcomings, introducing new business solutions and optimization of all important subsystems in order to achieve the planned indicators of the Sanatorium and its sustainable development.

The set of psychological tools for staff development that we offer can become the foundation for solving various business problems in the field of unlocking the potential of clinic specialists, optimizing managerial decision-making processes, conflict management, stress management and improving communication efficiency.

ENGAGEMENT– TRAINING is a modern form of interactive learning using original methods based on real practical cases with a minimum amount of "book" theory, the purpose of which is to develop the competence and sustainable professional skills of participants, resulting in the formation of knowledge and skills that allow them to independently solve the tasks.

ENGAGEMENT TRAININGS

CONDITIONS

As part of the business program of the All-Russian Forum "Zdravnitsa 2022", Khomutova & Partners provides participants with special conditions for training employees of the medical department of the Sanatorium.​

Special price

Special price for participants of the All-Russian Forum "Zdravnitsa 2022": 248 000 rub. RUB 198 / 000 object

PROGRAM

"PATIENT FOREVER"

  • "Patient forever" - how to achieve peace of mind, confidence and trust of the patient in the Medical Center of the Sanatorium and the employee of the contact zone.
  • Barriers and motives of archetypal models. Working with clients depending on the type, psychology, age, problems of treatment, cost of services.
  • Peculiarities of health resort and medical services in general. Iatrophobia and hypochondria. Cognitive psychology of the patient.
  • Chemistry of emotions. A new look at familiar emotions and mood swings.
  • Understanding how neurotransmitters work. Neurophysiology and the trinity of the brain.
  • Adaptability of communications, taking into account the problems of the treatment of the client-patient.
  • Coronacrisis - how it affected the perception, motivation and behavior of customers.
  • The role of the contact zone employee in the formation of loyalty. Formula of trust: empathy, care, involvement, conviction, detailed information.
  • Types of empathy and methods of its development.

CASE STUDY

  • Group work on the formation of an empathic map of barriers, fears and motives of patients.
  • The development of predicative empathy through understanding deep motives and the development of standard solutions for the formation of sustainable loyalty and the prevention of negative communications in various situations.

PATIENT READING AND TRIM

  • Reading patients: body language, intonation, facial expressions. Adjustment to the patient and management of his condition.
  • — Adaptation of communications taking into account the specifics of the patient's perception channel.
  • 7 elements that form the impression of a contact zone employee: appearance, manners, gestures, facial expressions, pace, intonation, speech.
  • The principles of building successful communications with the primary patient, allowing to overcome doubts, build loyalty, protect the cost of expensive medical services.

EMPATHIC MAPPING

  • Group work on cases of the Sanatorium (typical situations are based on a preliminary survey of employees).
  • Recognition of the state of customers in order to adapt communications and work out appropriate typical employee responses that increase loyalty.

EFFICIENT PRESENTATION AND PERFECT ARGUMENTATION

  • 4 ways to protect the cost of complex programs and expensive services. Tools to persuasively offer an expanded wellness program for patients.
  • Algorithm for effectively leading the client to the purchase of additional services, related products of the medical center. Managing attention and initiative in conversation. Types of information perception.
  • Presentation of services and methods of persuasive argumentation. "Verbal Pictures". criteria words. "Detail". "Alternative Proposal".
  • The difference between telephone conversations and personal communication. Corporate style of telephone conversations. Techniques for improving the quality of information transmission over the telephone.

INDIVIDUAL SKILL WORK

  • Pair work on training the techniques of adjustment and presentation of services.
  • Development of patient reading skills and adaptation of communication style, speed, use of criteria words-motivators, etc. in order to build the most comfortable and understandable consultations for clients at all stages.

WORKING WITH OBJECTIONS AND WAYS TO PREVENT CONFLICT SITUATIONS

  • Five fundamental reasons why paying patients do not return. Trigger questions. Conflictogens.
  • Algorithm for working with objections: active listening, identifying the causes of disagreement, emotional connection, parrying objections. Justification of the values ​​and advantages of the patient.
  • Balance of interests of the Sanatorium and the patient. The choice of position for communication with the patient in any conflict situation.
  • How to deal with pressure and criticism. Principles of work with complaints and reclamations.
  • Psycho-self-regulation. Professional working installations. Ways to neutralize negative emotions.
  • Empathy model - reducing emotional stress. Methods of psychological protection of the employee from stress.

CASE STUDY

  • Pair work and group discussion on cases based on a preliminary survey of specialists.
  • Working out conflict, stressful situations and complex issues that arose in the course of working with patients.
  • Analysis for each employee of previously received situations.

RECOMMENDATIONS ARE PROVIDED WITHIN 20 WORKING DAYS AFTER TRAINING

  • The manager will receive written recommendations in the format of an express audit based on the analysis of data identified in the course of work with employees present at the training.
  • The recommendations relate to the need to introduce certain internal changes that protect the Sanatorium from internal threats.

INFORMATION SUPPORT 1 MONTH

  • Remote information support of training participants in the format of online coaching.

 

  • Call t. 7-964-533
  • Write info@homutova.ru
  • Or submit your request using this form. We will prepare a detailed Program for you and send it to you as soon as possible.
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