Medical staff service etiquette training
Subject: Hospital service etiquette training
Training time: 2 days
Training Lecturer: Chen Xinxian
Training objectives:
Doctors, nurses, medical guides, managers at all levels and other hospital medical personnel.
Training form:
A large number of vivid case teaching is practical and operational, and interactive, games, on-site drills, troubleshooting and other methods are adopted to enable medical staff to master more methods and skills in easy learning.
Teaching features:
The course is focused and targeted; Interactive teaching, active atmosphere; From practice, immediate results.
Training objectives:
1, through training, make students clear about market competition consciousness;
2. Make students correct the correct communication concept through training;
3. Make students master first-class communication skills through training;
4. Make students understand the importance of hospital service etiquette through training;
5. Through training, students can master the basic points and norms of hospital service etiquette;
6. Through training, students can know how to create a medical professional image that suits their personal style;
7. Through training, students can improve their appearance and professional dress, and shape the image of professional medical service;
8. Through training, students can learn the basic etiquette norms and skills of interacting with patients in the service process;
Foreword of training:
Hospital service etiquette is to train the words and deeds of hospital employees and cultivate their personal qualities. A good enterprise has a close relationship with its employees, and every word and deed of employees can reflect the level of this enterprise.
Communication between doctors and patients is also very important. According to the survey, 80% of doctor-patient disputes are caused by poor communication. If communication is good, these disputes will be reduced or even won't happen, so it is very important to strengthen the training of doctor-patient communication. From the perspective of medical staff, there are two main reasons for poor communication between doctors and patients. One is that medical staff are unwilling or do not pay attention to communication, and the other is the lack of communication skills. This training course will help hospitals solve these problems.
Training courses:
The first part: the cultivation of medical staff's service consciousness and sunshine mentality.
The first lecture: the value of excellent customer service
1, build a service profit chain
Customer service is as important as sales.
3. Deeply understand the customer relationship.
4. Deep understanding of customer service
5. You are working for yourself.
6. It is not enough for customer service to perform its duties.
The second lecture: We should have a good attitude and a correct service concept.
First, ideological orientation and love of service.
1. I am proud of my service.
2. I like service.
3. Take service as a lifelong choice.
Second, the five kinds of mentality of happy service
Three, the five spirits of happy service
Lecture 3: Emotional Regulation Training for Medical Staff
First, understand stress.
Second, shape a positive attitude.
Third, the skills of relieving stress and regulating emotions.
Fourth, self-pressure and emotional management.
Five or eight skills of self-motivation
Six, the team uses three skills
This training mode: lecturer teaching, two-way communication and group discussion.
Chapter II: Hospital Service Etiquette
First, understand the hospital service etiquette.
Conceptual ceremony of etiquette
The essence of instrument
Principles to be followed
The second lecture is about shaping the personal image of hospital employees.
First, the appearance
(A) the basic requirements of appearance
Hairstyles: men's hairstyles and women's hairstyles.
Face: Men shave and women make up.
Hands: nails
(2) The principle of ladies' makeup
Second, the instrument.
(A) the basic principles of dress
1, personality principle
2, the principle of harmony
3.TPO principle
(2) Comments on common dress misunderstandings
(3) Suit and tie etiquette
(4) Common sense of shoes and socks collocation
(5) Selection and use of jewelry, ornaments and purses.
(6) Clothing color matching
Lecture 3: Etiquette norms of medical staff
First, action language
sign language
(2) Standing posture
(3) Sitting posture
(4) Walking posture
(5) Squat posture
Second, Yan Wen.
(1) Smile
(2) eyes
Third, ability training.
Item 1: Smile and eye training.
Item 2: Standing Training
Item 3: Walking posture training
Item 4: Sitting posture training
Item 5: Squat posture training
Item 6: Gesture etiquette training
Item 7: Living in Gong Li
Item 8: Comprehensive Training
Lecture 4: Other common hospital service etiquette.
First, the daily reception etiquette
1, greeting handshake
2. Address etiquette
Step 3 bow etiquette
4. Tour guide etiquette
5, delivery etiquette
6. Etiquette, politeness and taboos that should be paid attention to in public.
Second, introduce etiquette.
Third, telephone etiquette.
1, call etiquette
2, the etiquette of answering the phone
3. Matters needing attention in telephone etiquette
Fourth, elevator etiquette
Five, send tea, table conversation etiquette
Exercise: case analysis, group exercise, role-playing.
Lecture 5: Overview of Hospital Etiquette Training
This training mode: lecturer teaching, case sharing, group discussion, lecturer demonstration and guidance, student practice, scene simulation)
Article 3: Communication Training Articles
The first lecture: the significance and characteristics of communication
The meaning of communication
Characteristics of communication
The goal of communication
Lecture 2: Communication barriers
1, personal factors
2. Organizational factors
Lecture 3: Overcoming communication barriers
Use feedback
Simplified language
Listen actively
Lecture 4: Basic requirements of communication
be sure of oneself
Listen attentively.
initiative
sincere
Lecture 5: Basic skills of successful communication.
Sincerely express each other's interests.
Smile at people often.
Listening is more important than speaking.
Generous praise
Be good at refusing
Be good at asking questions
Be good at criticism
Be good at restraining oneself
Lecture 6: Internal communication skills in the hospital
First, communicate with the boss.
Second, communicate with subordinates.
Third, doctor-patient communication skills.
Lecture 7: Overview of communication skills training
This kind of training method: lecturer teaching, two-way communication, group discussion and situational exercise.