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Welcome The GP Practice Series Session 1 Patient Facing Skills - PowerPoint PPT Presentation

Jun 08, 2023 •164 likes •454 views

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

  2. Welcome The GP Practice Series Session 1 Patient Facing Skills

  3. Who's Who

  4. Talk About Your Role

  6. 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

  7. Personality Test

  8. 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

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

  10. It's All About The Patient ME

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

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

  13. Communication % Words % Body Language % Tone of Voice

  14. 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

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

  16. The Stories We Tell The Stories We Tell

  17. Dealing With Conflict/Crisis Conflict

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

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

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

  21. Confrontation

  22. 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?

  23. 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

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

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

  26. 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

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

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