MASTERCLASS  

The Art of Soft Skills: Foundation Mindset

   ON DEMAND: 90-minute virtual session
   START: Refresh or reset to create a unified mindset 
  SUSTAIN: Set the tone for new team members
   FOR: Everyone
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Culture and patient experience
see  immediate change  when your team learns:

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The 3 things patients (and other people) judge them on within the first few seconds
How to win anyone over within seconds through first impression
How to use soft skills to complement (not compromise) technical skills
The difference between delivering an excellent transaction and creating a positive human experience
Confidence to not just serve patients, but lead them as a confident guide
The power to set the tone no matter the patient's mood or personality by connecting first, doing second
What's safe and appropriate to say and connect, while keeping it professional
How to handle it when patients bring up divisive or personal topics
Feel empowered to take ownership (and control) of how to show up in any situation to shift the energy in the room
That we are all in sales, selling ourselves and our practice every day
How to quit taking it personally 
That to the patient, we are one connected experience that must build trust every step of the way
 real talk 

A message from the president

Carrie Jacobs, COE
Executive VP of Operations
Chu Vision Institute

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In 90 minutes,
your team will gain  10 powerful perspectives:  

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  • #1: MY viewpoint
  • #2: My UNDERSTANDING of soft skills
  • #3: The PATIENT's point of view
  • #4: How we view EACH OTHER
  • #5: How I view MY ROLE
  • #6: How I view my INTERACTIONS with patients
  • #7: How I view PATIENTS and interpret their EMOTIONS
  • #8: The MEANING of our key words
  • #9: How I view my TEAM and define the relationship
  • #10: How patients (and others) VIEW ME

Forming  10 grounding beliefs: 

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  • #1: I believe my success is up to me. I can be a master of communication and human connection if I choose to be.
  • #2: I believe soft skills are just as important as hard/technical skills. 
  • #3: I believe creating a positive experience that the patient feels is just as important as delivering an excellent transaction. 
  • #4: I believe that patients want a confident guide; it's my job to lead them, not just serve them.
  • #5: I believe to create a great human experience, we must connect first, do second.
  • #6: I believe that I can create genuine human connections within professional boundaries.
  • #7: I believe in assuming the best, not the worst about other people; and that intense emotions do not mean bad emotions.
  • #8: I believe that we are all selling ourselves every single day, and that persuasion, influence, sales, and conversion are pure and something I can be comfortable with and good at to achieve my goals in life. 
  • #9: I believe that to create an excellent experience for our patient (like I would want if I or my loved one were the patient), and that to achieve our goals as a practice/organization, we must work together to create one connected experience for our patient
  • #10: I believe that perception, how a patient (or person) sees me, is reality; and it’s up to me to create the first impression I want.

Get a sneak peek inside. 

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This masterclass helped my team reframe their mindset about conversions and sales - and understand the difference between ‘being and feeling' in patient care.
Your explanations helped them appreciate the impact of education and offering technology to our patients in a whole new way. Thank you!"
Myra Cherchio, COMT, COE, Practice Administrator, See Vision Eye Institute

This is  for  ...

 leadership: surgeons, doctors, healthcare professionals

Anyone in leadership or a counseling role with patients!

 patient support teams: clinical, counseling, reception

Anyone who interacts with patients in any part of their journey!

 your entire team: everyone who interacts with other people

When you create a culture that prioritizes soft skills, it changes everything. Soft skills also apply to working together!

 How  do you use this?

To kick things off in your practice, you'll see the biggest impact if you work through this session together as a group:
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  • Block 90 minutes for a breakfast, lunch, or early happy hour
  • Include the entire practice or break out by department/location
  • On-demand access allows team members who can't make it in person to take it on their own
  • Add to your onboarding for new team members in the future

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THE PATIENT WHISPERERS

 In-Person  workshop option

In-person energy:
even bigger impact.
Plan a team workshop with The Patient Whisperers for team building, culture reset, mindset pivot, or your upSKILLery membership kickoff.
"I hoped to achieve a more focused and engaged staff... I achieved this goal, but so much more... the results are impressive. This was the coolest event my team has ever done in the 25 years I have been in practice. Thanks for a great summit!" -
A. J. D., MD, Practice Owner
Get more info and see what it's like to fly Christine and Lauren in to work with your team in person:
LEARN MORE

 Topic  Soft Skills 

Technical skills are non-negotiable in healthcare, right? We can all agree that it's our duty to make sure our patients are informed and safe.

However, there's a big difference between patients 'being' and 'feeling', and that is determined by our soft skill expertise. Soft skills must become non-negotiable as well. 

To reach our highest success potential, patients must feel three things when they are with us and under our care:
 Connected
 Informed
 Safe
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 Session 
What happens

When?

One Immersive Session

Hit a reset button as an entire practice, then add to your onboarding process.
WHAT?

Foundation: Perspectives + Beliefs

Mindset is the key to any shift, improvement or sustainable change.
WHO?

All of us. Everyone. The whole team.

Soft skills are people skills. Anyone who interacts with patients or other people will benefit from and appreciate this session.
upSKILLery fills a big hole for us when it comes to culture, investing in our team, and soft skills training. We are so proud to offer this type of professional development, it truly feels like a gift for our team that shows them we care about empowering them and giving them the tools to truly succeed - not just at work but in life."
      Kate Landis, OD, Practice Owner

 What  is inside?

Take your career and
expertise to a new level!

90-Minute Virtual Training Session

It's almost like having us in person!

Handout Worksheet + Cheat Sheets

Practical take-aways.

Engaging Interaction & Exercises

Pause, reflect, and share.
 soft skills program 

This is part of the Soft Skills Team Experience

How does it work? Walk through the experience and see inside the team learning path.
"I don't have time to create [team] training like this - and couldn't find anything that felt right for my team before now. upSKILLery is training done FOR us, ready to go."
      Emily Collier, Practice Administrator

This upSKILL

What's inside? Take a look around!