Embed Size (px)
Citation preview
Chad Schwarz
President, Integrated MedReps, LLCPractice Administrator, Affiliated Foot & Ankle Center, LLP
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.-Ralph Waldo Emerson
1. Know your equipment
2. Turn away from distractions
3. Have necessary resources handy
4. Put a smile in your voice!
4. Never eat or drink while talking
5. Remember the “3-ring” policy
6. Identify yourself and your practice
7. Ask how you may help
Factors which make up your “best” voice are:
EnergyRate of SpeechPitch
Friendly
Positive
Uses good grammar
Speaks at normal rate
Uses voice inflection
Manages stress well
Good listening skills
Empathetic
In the course of the conversationGreet PolitelyEnunciate clearlyUse caller’s nameBe empatheticChoose words carefully
“I don’t know”
“I/we can’t do that”
“You’ll have to”…
“Just a second”
“NO”
Listen
Empathize
Apologize
Positive
Solve
Transfer only when necessary
DO NOT use the word “transfer”
Explain rationale
Agree on next step
Thank the caller
Leave with a positive message
Listen intently to what the patient is saying
Do not interrupt
Pause briefly before responding to a patient’s statement
Use the patient’s name while speaking to them
7% verbal38% tone of voice55% non-verbal
Dr. Albert Mahrabian, UCLA
Communication Effectiveness consists of:
Maintain eye contact
Do NOT seem rushed; Each patient is the most important in their mind
Put a system in place where you are not interrupted while speaking to a patient unless absolutely necessary
Maintain a good, and positive posture
Concentrate on your tone of voice
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
Don’t take them for granted
Approach them…. and question them (they probably won’t freely offer any information)
Make suggestions
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
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 questions)
Speak in the past tense
Ignore negative statements
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
Chad Schwarzchads@integratedmedreps
.com
"Success comes before work only in the dictionary."
- Anonymous
