© 2012 SCMI. All Rights Reserved. Focus Fall Conference May 12, 2013 Perpetuating Your Success as a Sleep Professional Duane M. Johnson, PhD Senior Partner,

© 2012 SCMI. All Rights Reserved.

Focus Fall ConferenceMay 12, 2013

Perpetuating Your Success as a

Sleep Professional

Duane M. Johnson, PhDSenior Partner,

Sleep Center Management [email protected]


Introduction

“When all is said and done, success without happiness is the worst kind of failure.” – Og Mandino


Jack Canfield

“You either create or allow everything that happens to you.”


Introduction

“Tomorrow you may never see, but today is NOW. Do it!”

- Duane M. Johnson, PhD


Passionate Commitment to a Balanced Life

Personhood comes FIRST!“You are a person first, whatever you

are vocationally is second” Duane M. Johnson, PhD

Do you work to live or live to work?

Pride in your sleep profession must come second to really be successful.


Life Purpose Statement

Have you determined who you are and a clear purpose for your life?

Here is an example of a life Purpose Statement – MINE!:

“To glorify God and enjoy Him in all that I do – inspiring, encouraging, speaking, organizing, leading, enthusiastically mentoring healthcare professionals and patients to take assertive action to better their personal service to God, others and themselves.”


Five Senses That Create Powerful Fulfillment Benefits

1. Sense of Being

2. Sense of Belonging

3. Sense of Meaning

4. Sense of Growing

5. Sense of Giving

* Louis Binstock & Og Mandino


Personal Targets for Stability

• Physical/ Health

• Intellectual

• Emotional

• Spiritual

• Relationship


Accountability

Give up all your excuses blaming and complaining. Stand 100% ACCOUNTABLE for what you do.


Focus

FOCUS on what you have chosen to make happen in various areas of your life.

Be persistent, pay the price till you accomplish what you want.

No one says it is easy! You must believe it is possible.


Les Brown

“Someone else’s opinion does not have to become your reality. Live your own life.”


What Are Your Dreams?

• Goals are simply dreams with deadlines• Two types of goals

• Personal• Professional

• Effective goal-setting• Specific• Measurable• Attainable• Realistic• Timelined

• Possibility Thinkers vs Impossibility Thinkers• Goals without Plans are ineffective


Suggested Goal Categories

• Health & Fitness• Family & Friends• Financial• Career/Business• Spiritual/Contribution• Education/Special Interests• Hobbies/Travel• Miscellaneous Fun Activities


1. Strategies

2. Tactics

3. Positive Attitude

4. Self-Talk Principles

Self-talk Self Perception Self behavior

Goal Planning


Working With Yourself

What you and I will become in the end will just be more and more of what we are deciding to be right now! – John Powell

Seven Personal Power Points

1. Control your self-prophecies. People tend to fulfill their self-prophecy.2. Understand the power of your perceptions. Perception rules the world,

not facts.3. Cultivate positive self-talk and effective habits. What kind of self-talk

habit pattern have you allowed in your life?4. Stand accountable for your behaviors. Self-talk affects Self-Perception

which affects Self-Behavior.5. Value Feedback – it is a gift! Progressive people value feedback;

defensive people do not want to hear it.6. Realize you are never adjusted, but always adjusting. Training never

ends for excellent people.7. Focus on your self-esteem. You are only in competition with yourself, to

do the things you have chosen to believe in to the best of your capacity.

“Be the best version of you, you can possibly be.” Duane M Johnson, PhD


Action Oriented Living

Action

Produces

Results!


Passionate Commitment to Patient Service

Role + Goal + Toll = Success

Role - You are a CAREGIVER

Goal - Treat a patient as you would want to be treated

Toll - Habits of Professional Self Awareness


How do Patients Measure Professional Staff?

• Friendly/Courteous/Smiles• Knowledgeable/Answers Questions/Gives Information• Caring and Concerned• Personal/Uses Patients’ Names• Listens/Not Rushed• Confidence Building• Responds in a Timely Fashion

The Platinum Rule:

“TREAT THE PATIENT LIKE THEY WANT TO BE DONE UNTO” – Dr. Anthony Alexandra


Understanding Your Communication Skills

While not everyone is good at talking to others, the good news is that effective communication skills can be developed. However, excellent communication skills can only be maintained through consistent monitoring, feedback and practice.

To build an appealing ‘people’ personality, a person has to learn to speak clearly, be pleasant, and courteous, and be able to communicate their thoughts effectively.


Understanding Your Communication Skills

No matter how much native ability you have, concentrated practice must be focused on each of these five areas to ‘stay good.’

• Speaking clearly• Being pleasant and courteous• Developing a positive vocabulary• Communicating more effectively• Projecting care and enthusiasm


Attitude is a State of Mind

Maintaining a positive attitude is a decision and commitment. Essential to any improvement process is the willingness to honestly evaluate your skills, locate your individual opportunities for improvement, and practice to better yourself in those areas.

Self awareness techniques offer the best opportunities to do just that. Use tools such as digital recorders, mirrors, and team members to monitor your communication effectiveness.


How DO I Sound?

Voice Qualities ChecklistRate: Tone:

Slow FriendlyFast Sincere

Volume: Overly EnthusiasticSoft PhonyLoud PushyGood Timid

Articulateness: ConfidentClearMumbled


Be Aware of What You Say

Terminology: the technical or special terms or words used in any business, art, science of the like

Jargon: specialized vocabulary or dialect used by those in the same work or way of life.

Think of some terms or jargon you or team members need to work on that will improve patient communication and reduce patient misunderstanding and lack of compliance with practice requests.


When Communication is Confusing to Patients

A. Patient compliance with the treatment plan or other practice requests is poor.

B. Patients fake understanding – they nod their head and pretend to grasp what is said to avoid being perceived as stupid or excluded. Then only partially follow directions.

C. Patients become angry, hostile or emotionally irritated.


Ways to Handle Difficult Situations, Including Irritable, Angry and Dangerous Patients

• Have an emergency plan should a physically abusive or potentially dangerous patient call or arrive at the practice.

• Have a policy from your practice leadership on how you are allowed to handle the verbally abusive/foul-mouthed patient in person or on the telephone.

• When in the office, always remove hostile patients from the presence of other patients.


What to do When Confronted with an Angry Patient

1. Talk to yourself and decide not to take this problem situation personally.

2. Listen to understand – Do Not Interrupt the Patient! 3. Express empathy and caring4. Repeat their problem to verify understanding5. Show ‘good faith’ action by explaining options of what

can or cannot be done. Ask the patient what they would like you to do.

6. Reaffirm your desire to help.7. Thank them or appreciate their difficulty. When

appropriate, apologize and/or follow-up8. Always report all disturbing patient incidents to your

practice leadership.


Passionate Commitment to Excellence

a. Personalb. Sleep Professional

Mediocrity is UNACCEPTABLE, only EXCELLENCE will do.

THAT IS WHO I AM and I KNOW WHO I AM! – Duane M. Johnson

You only really play to an audience of ONE.


Passionate Commitment to Excellence

ACTIONS make

the DIFFERENCE.


Questions?

Should you find that you have additional questions about after this program please

feel free to contact SCMI at 1-888-556-2203

Email [email protected]

Or visit our website at www.sleepcmi.com

Documents

© 2012 SCMI. All Rights Reserved. Focus Fall Conference May 12, 2013 Perpetuating Your Success as a Sleep Professional Duane M. Johnson, PhD Senior Partner,