First of all, have we analyzed which link is the reason? For example, what we mentioned just now is a problem of management system, system and policy, retention of standards and personal quality. So, is personal quality a group image or an individual phenomenon? We say an institution or enterprise. It is difficult for him to change the status quo simply by external training or short-term training, which will definitely involve the establishment and improvement of the hospital's quality service system, such as the construction of management system, staffing, retention standards and environmental construction. For example, in the construction of management system, it may involve, alas, whether you have a sound organizational structure of this service, whether you have sorted out this service vision, service mission and values, service commitment, whether you have designed or obtained channels, methods and processes for using this information, or whether you have established a, uh, service recovery mechanism, etc. Is there such a management system? The second involves the construction of personnel, so personnel. For example, what have we passed? We talk about image behavior, language construction, and the improvement of personnel quality, especially the planning of optimizing service and training system. Does he have such a standard plan? Is there a feedback mechanism here? Then there is a process, and standard restrictions are better than construction. The construction of process standards may involve, alas, the identification of service links we designed, whether there are service activities, whether it is clear whether the establishment of this standard is a return to glory and standardization, whether I have optimized this process, so which side are you on? Whether it's from the perspective of patients or medical workers, we need to consider both sides. One is environmental construction. Then environmental construction may involve, for example, the construction of service facilities. We often hope that, well, every patient hopes that if possible, it would be better to meet a doctor who can stand up and recite scriptures, and whether it will give us the feelings we are giving. But from the environmental point of view, maybe this office or consulting room can't meet the requirements at all, because when public hospitals are often surrounded by so-called patients, you don't have this. Whether the service facilities are in place is very important. Whether we can use some modern technical tools to enhance this experience, whether the equipment is complete, whether it can match what we are proposing now, and whether this requirement matches is also very important. Therefore, we can't just look at attitude and ignore it. It's not just this, we just ... Ah, so we say that the implementation of this landing effect, whether this implementation is good or not, has various aspects, and he needs to call the right time and place to cooperate, so how can we strengthen this effect in this process, or help the whole to be more effective? Ha, let's take a look at this picture.
The real one, we hope that when the training goal we put forward can be really implemented, he needs a complete, or perfect, system and process. First of all, we should set up a promotion team, then formulate some systems and service standards according to the interior of this team, and then organize employees to carry out training. This is our link, so he has the previous sentence. Then ask questions later, and then we will conduct training. Then he must enter an inspection mechanism in the future. If there is no inspection mechanism, he will be trained after training. He will pass the inspection mechanism, or the evaluation mechanism, and then he will verify whether it is effective. Then through the latter, he will analyze it through some feedback data management. How is his implementation, why are these problems, and what problems we need to solve, so as to optimize our whole service process. Finally, we have to shape, we form an overall cultural environment and service atmosphere, so do you remember that when we shared the workflow in 25, did I mention a circular method called pdca, which is a quality management process method and a quality control method, so we can use it here, so we can go back to the first question, and medical staff do not pay attention to it. It is actually very important to improve a training immediately.
2. If training is given to medical and aesthetic institutions, what are the similarities and differences between training and medical institutions?
3. What is the difference between the training or curriculum design of rehabilitation service centers, month centers, stomatological hospitals and other institutions?
These two problems are actually the same type of problems, so we classify them into one category, because Kangyuezi Center and Stomatological Hospital are actually not service businesses in essence, but are closer to the service industry, which is more similar to hotels and restaurants in this respect, so they should be more prominent in training. How to make customers have surprise services? You should create services that make them scream for customers. This is the core demand that customers need most, and it is also the core demand of medical institutions such as public hospitals, which means that the core demand of these patients is efficacy and technology first, followed by function. These or other, service requirements, so we say there is a difference between the two. Yes, you must also have a medical background, such as some detailed services and processes, so please refer to the medical etiquette part of our course. Well, of course, we should also combine these institutions. They have their own internal standards and processes, and we will design our courses according to these.
4. In view of the problems existing in the medical staff, are there any good methods and strategies in the training to be familiar with the relevant etiquette professional knowledge and skills, that is, the service consciousness is not strong and the service cannot be standardized consciously?
The fourth question is about how to cultivate service consciousness. Actually, I think consciousness training is the most difficult, because it belongs to the problem of A in SK, that is, the problem of attitude. How to mobilize each other's * * * is a core issue that we need to consider most. We hope that medical workers can start from the patient's experience and need to understand the patient's needs, so we also hope that our training object, that is, medical workers, will be improved. Service consciousness also requires our trainers to put themselves in others' shoes. At this time, we actually need to use * * * emotional technology. For example, you can train your medical staff through video cases. These trainers discuss how they think and how to think, so as to grasp their inner needs. And empower these points to inspire students to do what I want to do, so how to guide them to establish, such as how to establish a sunny mentality, how to create a sense of quality service and so on. When creating excellent and high-quality service consciousness, we should lead them together, such as unifying the system and how to set the benchmark of standardized process. There is also the transmission of a positive energy, and then through some multi-channel collection and feedback to improve. What is this? There is also a very important thing that we should build in the hospital itself, which is to make medical workers comfortable and relaxed. This is called the working environment. In other words, we said that we should improve the satisfaction of medical staff and himself, so in the satisfaction survey, we returned to the road in 20 19, and were in the third-level evaluation in our country. When public hospitals are evaluated, it is a condition of evaluation, and evaluation is the score of satisfaction, so the satisfaction in this survey not only refers to the satisfaction of patients, but also includes the satisfaction of medical workers.
5. How to link with public hospitals? If you take an open class, what kind of course do you like best as a hospital leader?
The fifth question actually has two problems. First of all, I answer the first question about how to connect with public hospitals, provided that what I want to say is that the other party needs such training. Then we have four methods. The first one is your own reputation, identity and brand. Harbin Hospital will contact you actively. The second acquaintance introduced that, for example, the medical institutions in your hospital have people who provide information and need training. Ah, that's what we said. As the saying goes, some people in the DPRK are easy to handle affairs. Then the third is the recommendation of previous customers, which is very important, that is to say, you have trained them, so they will recommend you if you leave a good reputation. Then the fourth, of course, is to return to our personal brand promotion and let more people know about you.
Then the second question, as a hospital leader, which trait do you like best? It is really difficult for me to answer this question, because no company or hospital provides training according to the preferences of leaders, but according to the problems and needs of the enterprises and institutions where they are located. Different enterprises and institutions have different problems and needs. Even the same hospital has different problems and needs in different periods and stages. Therefore, I can't predict what kind of courses leaders like, because training always comes from the needs of customers, and it is impossible to set a fixed model for design. The only thing we can do is that as trainers, we must have solid basic skills, extensive knowledge, the ability to keep pace with the times and the ability to innovate, so as to meet the different needs of various institutions. At the same time, I also want to say that not all courses can be trained by us. For example, in the training system of hospitals, in addition to the training of medical professional knowledge, we also include many training series related to service and management, such as quality management training of PCs. In this regard, we have the contents of different departments and nursing quality control circles, which is the establishment of different departments and hospital service systems, including STC. The training of lean management evaluation level, hospital operation management and hospital service etiquette will be a series of big trainings, so our trainers should position themselves according to their own situation. We put forward 3C positioning in the 28th lecture, which is our last lecture. Do you remember? It's not randomly positioned. You can't just look at the market demand, but also combine your own strengths, weaknesses and professional background, otherwise it will become. The excitement is theirs, and I have nothing. Fortunately, you must make a good choice before you insist. It is very important to start from the end. This is mentioned in Seven Habits of Efficient People. You can also browse this book if you have the opportunity.
6. Which department should I contact if I want to give training to the hospital? How to negotiate is easier to succeed? How to open the market of hospital training on the basis that all doctors and nurses in the hospital have been trained.
There are still a few questions. The first is which department to contact for hospital training, and how to negotiate is easier to succeed. In fact, every medical institution has its organizational structure, and different trainings belong to different departments. Of course, some small hospitals will put it under one department, such as health service and Abu Dhabi. Like some big public hospitals, they may be divided into different departments and different training points. For example, window units, non-business training belongs to the outpatient department, ha, the evaluation circle of nurses belongs to the nursing department, and ha, the quality training of nurses also belongs to the nursing department, so the service quality, management and quality management departments. Ha, hospitals are different in size and structure, and teachers need to be trained, so how to negotiate is easier to succeed? Negotiations are easier to succeed. I'm very sorry, but I really don't have much experience in this problem. Basically, training units come to me for training, so I really don't have much experience to share with you. Ok, the second question is me. I don't quite understand. How to open the market of hospital training on the basis that all doctors and nurses in the hospital have been trained? Ha, this refers to the original training. Should medical staff be retrained or just brought in? Ah, if it is the former, you can start training according to the problems that still exist after training and the new problems that appear. For example, the internal assessment mechanism after training, after discovering problems, will systematically analyze the problems found and constantly improve to fill the five gaps in service quality, such as PPC we talked about in 25. For example, as we mentioned in lecture 25, pdca realizes service improvement, and then with the help of SD CA, it maintains standard operation and achieves the goal of benchmarking excellence. Then comes the meaning of SSDA, which means standardized implementation inspection and summary. Of course, we are in this course, but we didn't do it in this course. Because it involves more contents about service efficiency and quality management process, I didn't do it here. If it is good, I will do it first. If it is retraining, this is the analysis. If it is recommended, it depends on the experience and satisfaction brought by your previous training. This is in the 28th lecture. We mentioned the professionalism of training in the last lecture. Service level, product quality, training effect, price and reputation are all related, so we trainers need to make a good balance and make a choice.
7. I just received training from a stomatological hospital today, with more than 20 people. I have never been trained in this field before. How to design a one-day training course?
How to design a day's course? This involves three aspects, the first is the scope of training, the second is the content of training and the third is the form of training. These are all done according to each other's training needs and goals, as well as their own characteristics and information. First of all, talk about the scope of training. In this question, the teacher only mentioned the stomatological hospital, not the scope of training. So is it the cultivation of professional skills, medical services, managers, front-line personnel, service quality, service etiquette, accusation or service efficiency? So please confirm whether it belongs to your training category, such as administrative training in medical units. Without relevant experience, it is difficult to carry out training. Even though you have a lot of theoretical experience, you lack practical experience. Even if you train, it is difficult to have good results and will affect your reputation. So this involves the personal orientation mentioned in our course. Which direction do you want to develop in the future? Do you have a clear goal? Ok, the second is the content of training. If it is the training of service etiquette, then I have introduced the basic content in the chapter we just ended. Basically, the content has been presented. You can copy the course start directly. However, before training here, please do a full investigation, understand each other's training objectives and needs, and expect the training effect, so as to design a plan. For example, if the other person focuses on etiquette, then you should also focus on etiquette. If the other party's focus is on windows, posts and processes, then your focus is on the embodiment of details in the process and the creation of quality services, so all our training is centered on the other party's needs. Then the third is the form of training. I believe this is not the first training for teachers. I should have done similar training before, that is, it may not be medical treatment, but other etiquette training, so I can integrate your previous training methods and consider the characteristics of the students' age, gender, behavior and professional background. Of course, I strongly recommend it here It's a specialized course of Hainachuan. This course called TT is a professional trainer. So how to design the course? There will be detailed instructions inside. You can consult Mr. Zheng for details. Ah, of course, if you want to design a course or a one-day course, you must have both bottom logic and top design, both content and form, and you need to polish it for a long time to form your own unique style course. Here, I also recommend a book that can help you sort out your ideas when designing courses and how to open them.
This book is a classic training material of McKinsey & Company, which can help us to think, express and solve problems efficiently. Therefore, it can also help us plan plans, copy products and PPT, and make our statements, speeches or reports more reasonable.
8. The 3F listening method mentioned in Doctor-patient Communication Skills is the fact, feeling and concentration after checking the information. Teacher Xiaoxiao's class will not be mentioned. How to train and use?
This question mentioned the 3F listening method in doctor-patient communication skills. In fact, in Xiao Xiao's course, although he did not explicitly put forward the 3F theory, he talked about these three contents. You can see that he has a PPT in the fourth lecture.
In fact, Xiao Xiao's self-help triangle model, factual emotions and intentions are what we call the 3F lecture method. He can also go back and listen to it, so since everyone has asked this question, I will make an expansion, because I happen to be taking the course of emotional management and communication art, so in fact, we are talking about 3F listening skills, which actually involves some communication and psychology. For example, we will borrow a primitive emotion and derivative emotion from psychology, or we will call it surface emotion and deep emotion. Of course, we can also recall that person's iceberg theory that his behavior is above the iceberg, so all kinds of feelings, emotions and intentions at the level of consciousness are below the iceberg, which I remember will also be mentioned in the course of school teachers. So this first F, this teacher is very good [yi tooth], and his father also checked this. This first F is the fact, listening to the fact, and the second F is listening to feelings and emotions, not feelings. What about the third one? This is called concentration, which is the intention and demand of our listening. So here, let me give you a common example in life. Since today is to answer questions, our communication is not limited to our doctors and patients. We can expand it. Like your partner or your boyfriend. Well, you come home late from work, which he probably does all the time. When you are angry, you will ask the other person why he came back so late. What will you hear from the other person, or what will you hear from your angry words? First of all, we need to know whether it is the reason why we came back so late. What is this? Is this a fact? If the other person just thinks so, he will answer and have dinner with the customer, so there is nothing more, and you will continue to be angry angrily. Can't you tell me in advance when you are having dinner with a client? You didn't answer the phone, because the tone of your question [angry], the other party began to have emotions, so he would respond, Wang Le said, who will remember if you are so busy? Besides, how can I hear you talking on the phone when it's so noisy at dinner? So after listening to this, you will be more angry. You may think, when you were in love, why did you die before you got married and report it everywhere? Why do you have this attitude now? So you will feel that the other person doesn't care about you or love you. Is this a fact or a guess? This may be a deviated fact, this may be a fact, or it may be a guess. So in fact, in the first step, when we listen at the right time, you should distinguish what is the fact and what is your guess. Ha, this is very important, so if you live like this, the contradictions between the two of you may conflict. Do you think the conventional solutions for people who don't listen this time are actually very common in life? Let's see, for example, what would you do if you used the 3F listening method in this case? Ah, the first one is that we should listen in time. For example, if you ask why you came back so late, it may include the fact that you came back late. I usually get home at seven or eight, but tonight, 12 didn't get home until one o'clock, and I didn't answer the phone. So it's a fact. From your point of view, the other party came back late and it did happen. The other party should admit this. I believe everyone can hear anger, so when expressing anger and complaints, anger and anger, we often say a superficial emotion, so deep emotion, or what is his original emotion? There may be worries, fears, grievances [tears], anxiety and so on. What about the third one? Listen to each other's intentions and motives and ask why you came back so late. What's the intention? This is definitely not on the surface. I just want to know the reason for coming back so late. There must be a deeper need behind all kinds of emotions. Maybe I'm worried. I hope the other person has a healthy work and rest. You are afraid that he is in poor health or insecure, and you hope that the other person can accompany you. It may be a grievance [tears]. You want the other party to inform you in advance, respect and consider your feelings and so on. Ha, there are many, and each team leader may have his own needs behind him, so what we say and listen to is to listen to these three achievements. Then, you need to check with each other and confirm the specific intentions and needs. These are the four steps that Teacher Xiaoxiao said. You can have a look, don't go when the other person is angry. Because the more you explain, the more you deny, the more angry the other person will be. The more you explain, the more reasonable it is. The more reasonable you are, the more unreasonable the other person is. Then he can only cover up his irrationality through the outbreak of emotions. So why do we often explain why the other person is more angry, so what should we do? We should listen to each other's superficial emotions, or the deep emotions and his needs under this phenomenon, so that you can. Solve his problem, then we go back to our doctor-patient communication, and the patient is the same. If medical workers simply listen to the meaning of expressions, you will often think that these patients are so unreasonable and come to such a conclusion, which will easily lead to conflicts between doctors and patients, especially when you are in the hospital. If you learn to put yourself in the patient's shoes, and hear the patient get angry, or all kinds of situations, this superficial emotion is under his real feelings. For example, I am afraid of getting sick, not being cured, not having enough money at home, being anxious [crying], and whether there will be sequelae in the future. You can see his needs, he needs comfort, encouragement and companionship, and so on. This is what we call listening skills, and we should learn to listen. Yes, we can tell each other the mood and motivation of listening by 3F listening method. I am on your side. You are safe, understood and supported. Communication based on listening is more effective. So when we say listening, we should really listen to the information, feelings and feelings that the other party wants to express. As for the training method, in fact, we can use the forced entry method to simulate some cases in doctor-patient communication, so that they can put themselves in other's shoes and play a role in thinking. Or, we can let these training objects work in pairs, for example, everyone can describe their own passage, or the latest, mood and so on. And describe this fact, let the other party capture what his emotions are and what his motives are.