Soft Skills: The Team Experience

People training that's effective, sustainable, and enjoyable (yay!)
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By The Patient Whisperers
 content 

The Core Methodology

"Everything centers around these three core emotions.

If our team feels these three things and knows how to make our patients feel these three things, it solves all our people problems. We will have a thriving culture, retain our superstars, create exceptional patient experiences... THEN referrals, retention, and conversions will all take care of themselves." 
- Christine & Lauren, The Patient Whisperers
 skills 

Build a team of Patient Whisperers

Watch your team upSKILL (without adding more work to your plate!) so you can feel confident that they will:

know how to handle difficult patients

stay centered in tricky encounters

create consistent, exceptional patient experiences

convert, satisfy, and retain patients

 how it works 

The Learning Journey

Get everyone on the same page. Keep everyone inspired. Catch new team members up.

 Step 1 

Foundation Masterclass

The Art of Soft Skills

WHO: Everyone
WHEN:
Group workshop @ start (then, add to onboarding for all new hires)
WHAT:
Create a unified mindset, define beliefs
HOW:
On demand in 1, 90-minute session 

 Step 2 

Ongoing Weekly Microlearning

Mastering Soft Skills

WHO: Everyone
WHEN: Skills drop weekly
WHAT: Master one skill at a time, stay inspired
HOW: 8 min or less, via the app, ongoing

 Step 3 

Role/Situational Training

As Needed / Individual Roles

WHO: Specific roles
WHEN: Any time
WHAT: Special training
HOW: On demand for groups or individual learners
Have you heard of Ebbinghaus’ forgetting curve?
After being presented with new information, as humans we typically forget 50% within 1 hour, 70% within 24 hours, and 90% within one week. Yikes!
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We created this series to empower your team to absorb and master the people skills that will make them better at their job (and life!).
 the method 

The science behind why it works

Effective learning is not an 'event' that people 'do' it's a journey that we live. This scientific learning method includes four stages in our upSKILLer's journey:

Feedback from upSKILLery members:

of soft skill learners gained new perspectives or skills (1)

feel motivated to use these skills with every patient (1)

feel “more confident” during patient interactions (1)

 STEP 1  Foundation Masterclass

START: Mindset reset + culture pivot
SUSTAIN: New hire onboarding

In just one session, your team will form

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.

For: Everyone

If your team member interacts with patients (or other people on the team!), this powerful masterclass is for them.

When

Easy 90-minute group virtual training + workshop @ start; then, it's a 75-minute virtual session on-demand for all new hires on day one.

What

Create a unified mindset, shift perspective, define beliefs, set universal standards: turn transaction into experience, go from doing to being.

How

Virtual training + interactive exercises are in a simple, on-demand, ready-to-go format! Includes workshop handouts + cheat sheets for practical use.
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

 STEP 2  Weekly Microlearning

ONGOING: People skills for a better team culture and exceptional patient experiences

See it now: Watch a weekly upSKILL

Soft skills that make work and life better.
For everyone who works with patients - or interacts with humans.

8 minutes each week

ongoing via the app with easy face ID, custom reminders, pick up where you left off, progress reports for management

Master one skill at a time

by learning the science behind it and how to apply it to patient care (and life)

Watch a FULL weekly session (6:08)!
Pause + zoom for a closer look.

Write your awesome label here.

Feels like social media

Your team will actually enjoy and thank you for their membership: it feels like an inspiring scroll, not boring training.

Practical application

 Topic library
 Real scenarios
 Step-by-step actions
 Example scripts

Weekly Topics Include:

How to Soothe the Upset Patient
(or Anyone!)
Understanding Other Personality Types 
The Power of Body Language
Controlling Your Own Energy (Your Superpower)
How to Say No, Nicely
Replace "I'm Sorry" with "Thank You"
Small Talk Skills (Create Meaningful Connection)
I love the weekly upskills because there's a lot of takeaway that I can use not only in my professional life but in my everyday life as well...
I like when you bring the science behind emotions into it... 
It's honestly changed how I communicate with people on a day-to-day basis, ever since I started it.
      Victoria, Patient Counselor, upSKILLery Teams Member

 STEP 3  Role-based or Situational Training

As Needed or Role-Specific

Easy to assign, manage progress, and view/print certificates: ready, set, go!

When: Any time

Training whenever you need it, on-demand.

What: Special Training

Browse team training here like the Phones series or How to Ask Patients for a Review

How: Virtual

Groups or individual learners. Virtual session, interactive exercises, worksheet handout, and cheat sheets.
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My new phone rep has blossomed through these phone training sessions! Her passion, confidence, and drive have dramatically increased. This training was so easy to implement (nearly hands-off for me!) and I love seeing her comfortable in her skillset and knowledge."
Amy R., Patient Care Specialist Team Lead
 Custom upSKILLery LMS Team Membership

How do you know if  your team needs  
soft skills training?

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  • Your team is technically proficient, but lacks excellent people skills
  • You have good people who care but still get patient complaints
  • Your new hire onboarding is missing standards + training for patient experience and 'being' not just 'doing'
  • You lack confidence that your patients get the same standard of experience with all team members
  • You can't be everywhere at once; you need your team to handle situations like you would
  • You have young/new leaders who need help investing in their teams
  • You want happier patients or better online reviews
  • You want to grow revenue: soft skills are what 'sells' us for higher conversions and create exceptional experiences that generate word-of-mouth and good social proof online

97%

of team learners say that they feel more confident, empowered, and fulfilled as an upSKILLery member (2).

See inside: Demo

Ready for a tour?
Screenshots, click-through videos, demos, it's all here to see if we feel like a good fit.
The weekly upSKILLs are the perfect amount of time, I can fit it in wherever during my week.
They're little bite-sized nuggets, and there's not been a single topic that I tuned out or didn't think I needed to hear - even if it was something that was just a great reminder."
     Julia Osowski, OD, upSKILLery TEAMS member

Weekly Topics Include:

Understanding Other Personality Types 
How to Soothe the Upset Patient
(or Anyone!)
The Power of Body Language
Controlling Your Own Energy (Your Superpower)
How to Say No, Nicely
Replace "I'm Sorry" with "Thank You"
Small Talk Skills (Create Meaningful Connection)
 HOW IT WORKS 

It's gotta be easy to use.

Dashboards, manager access levels, easy set-up, and more.
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Write your awesome label here.
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
 upSKILLery Mid-Size Teams Membership
 case studies 

Numbers don't lie.

We are passionate about upSKILLing for a reason. We love people. We also love being successful. It does both.

21%
increase in surgery conversions

after soft skills + conversion training for our own patient care team & counseling doctors (3).

25%
decrease in
cost per lead

year-over-year AND leads were up by
22% after using our emotional marketing strategies (4).

+ 180
Five Star
Reviews

Increased Google rating from 4.6 to 4.8 and 95 to 278 reviews in under one year after implementing our review system (5).
 ACCESS 

Anywhere, anytime learning experiences: desktop or app

We (and our teams) are busy, so we knew this had to be easy, convenient, and do-able to work. 
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  Convenient notifications
  Easy Face ID login
  Custom reminders
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 what's next 

Curious? If you have questions, we've got you.

We were always careful with where we spent our $ and what we put in front of our team.
See if upSKILLery is the tool that will make your life easier. What feels best?

Get Inside

Test the format, sample the content, get a feel for the user experience.

Take a Tour

Let us show you around with a quick walk-through of upSKILLery.

Talk to an Expert

Get a FREE custom recommendation for you & your practice goals!
(1) Post training learner experience survey, The Art of Soft Skills: Connection & Conversion Counseling
(2) 15-week learner experience survey, Mastering Soft Skills: Weekly
(3) YOY Data Case Study
(4) YOY Client Data Provided
(5) Client Case Study
 THE SOLUTION 

Everyone needs training for their practice.

And a way to deliver it. And a way to keep up with it. The Patient Whisperers did too.

 The Problem

But everyone hates 'online courses.'

(So did we!) Doesn't EVERYONE get the *ick* when they hear the word 'modules'?!?

Once-and-done events just don't stick.

Everyone gets all excited, then it fades into routine or gets added to a to-do list.

The Problem

So we decided to fix this problem.

We made a non-boring, interactive source of guidance, training, and inspiration - basically, what WE would have wanted in our own practice.

 The Solution

It's actually enjoyable.

Team learning is broken into short sessions with interaction and content that feels like a conversation.

Backed by science.

We used the Design Thinking for Training & Development methodology for human-centered learning.

The Solution

It's ongoing.

Start as a group or on-demand individually, onboard new team members and keep everyone inspired with short weekly doses.