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

Personality Test

You Are Amazing Style Analysis TASK DETAIL DECISION Aggressive, Accurate, Cautious, Driving, Decisive, Precise, Meticulous, Demanding, Direct, Perfectionist, INTROVERT Determined, Bold, EXTROVERT Orderly, Exacting Competitive Compliance Dominance Influence Steadiness Influence Enthusiastic, Deliberate, Steady, Inspiring, Sociable, Habitual, Patient, Trusting, Magnetic, Logical, Methodical, Convincing, Reliable, Relaxed, Optimistic, Unhurried Persuasive DILIGENCE DIRECTION PEOPLE

Who do you see most days? ? ? ME ? ? ?

It's All About The Patient ME

It's All About The Patient EQUAL is NOT The same as The SAME Angry Sad Frustrated ME Concerned Ashamed Frightened Distracted

It's All About The Patient This is Everybody Never About Is That I You You The Patient The Patient

Communication % Words % Body Language % Tone of Voice

Communication 4 7% Main Objectives Words To be received 1. To be understood 2. To be accepted 3. To get action 4. 55% Body 38% Tone Language of Voice

Focus Clarify Listen Paraphrase at the At the beginning End ON THE PHONE

The Stories We Tell The Stories We Tell

Dealing With Conflict/Crisis Conflict

Confrontation B ehaviour Never use the word Never E Always take out the ffect word Always

YES People Who Sometimes Say NO Thermometer OR Thermostat It's All About The Team

Thank You The GP Practice Series Reception & Admin in A busy GP Surgery

Confrontation

Confrontation I’m I’m confused confused… On one hand, I  Identify the conflict; note mixed ……………… hear you saying…. messages, and incongruity. … And on the other hand, I hear you  Point out issues of incongruity saying…. and work to resolve them.  Evaluate the route for change. Could you help me understand how those two thoughts go together?

Confidentiality Things to consider RISK What is it that could go wrong? RISK How likely is it to happen? RISK What would the consequences be? RISK How can we control this risk? LEAD THE PATIENT DON'T TELL THE PATIENT

Understanding Your World Booking Main In a Route Patient Alternative 1 Alternative 2 Alternative 3

Dealing With Change ENJOYMENT LIKING DENIAL INTEREST FEAR ANGER RELIEF SADNESS ACCEPTANCE

How Teams Operate Forming Storming Norming Performing Playing to Strengths Multiple & Teams Not Ignoring Weaknesses ? The Path of Least Resistance It's All About The Team

Confidentiality Risks when Overheard following Conversations the system Information Sending left lying information around to others