Date | Format | Fees | ||
---|---|---|---|---|
08 Oct - 11 Oct, 2019 | Classroom | ₦160,000 | Register | |
15 Apr - 18 Apr, 2019 | Classroom | ₦160,000 | Register | |
08 Oct - 11 Oct, 2019 | Classroom | ₦160,000 | Register |
Event Details
At end of the workshop, participants will
- Increase the awareness and skills of the healthcare patient-focused professionals who are passionate to the patients
- Establish and sustain effective internal and external relationships strategies
- Build a coaching culture that supports exceptional patient-care experience
- Identify the differences in patients’ values, preferences and expressed needs
Content
Patient-Focus Orientation
- The 4 Groups of Customers
- Types of customers
- The 7 Customer Behaviours
- Researches Findings
- A Complaint Is a Gift
- How to lose your customers?
Improving Performance
- Communication skills with customers
- Emotional Intelligence
- Establishing Focus
- Fostering Teamwork
- Managing Change
Results Orientation
- Balanced decision making
- Understanding motivation use
- Problem and situation analysis
- Effective Communication
- Body Language
- Sandwich Technique
Healthcare Quality Orientation
- Indicators for Customer Satisfaction
- Cost and Benefits of Quality
- The Continuous Improvement Process
- Sustainable development of Quality
- PDSA Cycle
- Obstacles to achieving Quality
Negotiation Skills
- Negotiation Styles
- Win-Win Negotiation
- 4 Key Concepts in Negotiation
- Barriers to Agreement
- Skills of Effective Negotiators
For whom: Relevant Healthcare Practitioners
TRAINING METHODOLOGY
The training methodology combines lectures, discussions, group exercises and illustrations. Participants will gain both theoretical and practical knowledge of the topics. The emphasis is on the practical application of the topics and as a result participant will go back to the workplace with both the ability and the confidence to apply the techniques learned to their duties.
Date:
1st Batch 15th - 18th April, 2019
2nd Batch 8th– 11th October, 2019
-
Venue
Alpha Partners Professional Training Conference Centre. 200, Muritala Mohammed Way (3rd Floor), Yaba Lagos.
Share this course