MASTERCLASS  

The Art of Soft Skills: Soothing The Upset Patient

   ON DEMAND: 60-minute virtual session
   START: Empower everyone to diffuse in the moment
  SUSTAIN: Add to your onboarding training plan
   FOR: Everyone (in person or phone interactions)
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Everyone needs to know how to soothe 
before things  escalate 

By the time managers or leaders get involved, most of the time, damage has already been done.
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9-15 people

One unhappy patient tells 9-15 people how awful you are1.

22% of patients: gone

One bad review online = 22% of people turned away2.

#1 reason patients sue

How they felt treated (how it's handled) by our team is the #1 reason patients leave bad reviews or file malpractice claims3.

Empower your team
to reach your  goal  for upset patients:

Retain the patient

Repair the relationship and/or their perception

In 60 minutes,
your team will learn how to  handle and diffuse  tough situations:

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  • It's not the patient vs us, it's us vs the problem
  • The secret to staying calm when someone is completely irate
  • How to de-escalate when you don't have a solution
  • Empathize through the power of repeating back the complaint as they see it
  • How to uncover the real cause of frustration, not just the surface complaint
  • How to acknowledge and validate perspectives and feelings without agreeing with statements or validating untrue facts
  • When to handle it, when to escalate to a manager
 real talk 

A message from the president

Carrie Jacobs, COE
Executive VP of Operations
Chu Vision Institute

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You'll be
 putting out fewer fires  
when your team understands:

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  • The real problem that's always underneath patient complaints (and how to solve it!)
  • How to make a patient happy when we’re not in the wrong (or they’re being unreasonable)
  • Why patients brace for YOUR reaction, and how to make them feel you're on the same team
  • Tips to avoid the defensive, transactional or defeated exchange (that leaves no one happy)
  • How to rub off good energy, not absorb the negative (the science of emotional contagion)
  • Why leaning IN instead of a fast fix actually works better (the venting process)
  • How to solve unsolvable problems with no technical 'fix'
  • Why appreciation is the most magnetic energy, and how it feels better than "I'm sorry!"
  • The secret weapon: confidence in caring

This is  for  ...

 leadership: surgeons, doctors, healthcare professionals

Anyone who encounters an upset patient

 patient support teams: clinical, counseling, reception

Everyone who can help diffuse the situation in the moment

 your entire team: everyone who interacts with other people

Even if you don't work directly with patients, you need to know how to handle it when a teammate is upset too

Get a sneak peek inside. 

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 Topic  Upset Patients

If someone is upset with us or their experience and we fail to repair their perception, then to them we ARE what they think we are, we are their perception of us.

Not only that, but that perception SPREADS like wildfire and becomes your reputation.

To recover, (or keep them from being upset in the first place!) patients must feel three things when they are with us and under our care:
 Connected
 Informed
 Safe
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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!

60-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.

This upSKILL

What's inside? Take a look around!