Customer service in a medical setting has a unique set of challenges specific to providing first-rate health care and patient satisfaction. In partnership with the Canadian Management Centre, the Ontario Hospital Association is proud to offer the Communication and Customer Service Excellence for Front-Line Staff course. Learn how to diffuse difficult situations while strengthening positive interactions with patients and colleagues.
During the course you will:
• Identify your own style of interaction and the style of your health care customers
• Identify key strengths and challenges of each style
• Learn to work well with each style, even the ones you may currently have difficulty with
• Learn techniques for managing difficult health care customer and co-worker situations
• Understand the difference between customer needs, expectations and perception
• Learn specific techniques to handle the out of control health care customer
• Identify interaction styles, maximizing daily communications
As a bonus, all participants will receive a one-year subscription to Harvard ManageMentor® 10; an online reference tool that provides expert business advice and information for your everyday management challenges. Coupling this tool with the workshop allows you to perfectly blend classroom learning with immediate online access to a powerful follow-up tool developed by the experts at Harvard Business Publishing.
For more information or to register for the Communication and Customer Service Excellence for Front-Line Staff course being held on March 9, 2012, please click here.