SLIDE 1
Welcome
The GP Practice Series Session 1 Patient Facing Skills
Welcome The GP Practice Series Session 1 Patient Facing Skills - - PowerPoint PPT Presentation
Welcome The GP Practice Series Session 1 Patient Facing Skills - - PowerPoint PPT Presentation
Welcome The GP Practice Series Session 1 Patient Facing Skills Who's Who Talk About Your Role Four modes of personhood 1 Those who want to be liked 2 Those who want to be comfortable 3 Those who want to be right 4 Those who want to win
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Who's Who
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Talk About Your Role
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Four modes of personhood
1 2 3 4
Those who want to be liked Those who want to be comfortable Those who want to be right Those who want to win
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Personality Test
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You Are Amazing
Compliance Dominance Influence Steadiness Influence
Accurate, Cautious, Precise, Meticulous, Perfectionist, Orderly, Exacting Aggressive, Driving, Decisive, Demanding, Direct, Determined, Bold, Competitive Deliberate, Steady, Habitual, Patient, Logical, Methodical, Reliable, Relaxed, Unhurried Enthusiastic, Inspiring, Sociable, Trusting, Magnetic, Convincing, Optimistic, Persuasive
Style Analysis TASK PEOPLE INTROVERT EXTROVERT DETAIL DILIGENCE DECISION DIRECTION
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ME ? ? ? ? ? Who do you see most days?
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It's All About The Patient
ME
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It's All About The Patient
EQUAL is NOT The same as The SAME ME Angry Sad Frustrated Concerned Ashamed Frightened Distracted
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It's All About The Patient
Everybody Is I
The Patient You
This is Never About That
The Patient You
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Communication
% Body Language % Tone
- f Voice
% Words
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Communication
55% Body Language 38% Tone
- f Voice
7% Words
1.
To be received
2.
To be understood
3.
To be accepted
4.
To get action
Main Objectives
4
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Focus at the beginning Listen Paraphrase Clarify At the End
ON THE PHONE
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The Stories We Tell
The Stories We Tell
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Dealing With Conflict/Crisis
Conflict
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Confrontation
Never use the word Never Always take out the word Always
B
ehaviour ffect
E
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It's All About The Team
YES People Who Sometimes Say NO Thermometer
OR
Thermostat
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Thank You
The GP Practice Series Reception & Admin in A busy GP Surgery
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Confrontation
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Confrontation
Identify the conflict; note mixed
messages, and incongruity.
Point out issues of incongruity
and work to resolve them.
Evaluate the route for change.
I’m confused… ……………… … I’m confused On one hand, I hear you saying…. And on the other hand, I hear you saying…. Could you help me understand how those two thoughts go together?
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Confidentiality
Things to consider RISK RISK RISK RISK
What is it that could go wrong? How likely is it to happen? What would the consequences be? How can we control this risk?
LEAD THE PATIENT DON'T TELL THE PATIENT
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Understanding Your World
Booking In a Patient
Main Route Alternative 1 Alternative 2 Alternative 3
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DENIAL FEAR ANGER SADNESS ACCEPTANCE RELIEF INTEREST LIKING ENJOYMENT
Dealing With Change
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It's All About The Team
Forming Storming Norming Performing
The Path of Least Resistance How Teams Operate Playing to Strengths & Not Ignoring Weaknesses
?
Multiple Teams
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Confidentiality
Risks when following the system Overheard Conversations Information left lying around Sending information to others