Communication in patient reception ...
Principles and practice of smiling.
The usage norms and taboos of expression
Common sense of reception etiquette and office etiquette in functional departments
Reception preparation: environmental preparation, psychological preparation;
Reception etiquette: Welcome guests sincerely, warmly and politely. Foreign reception: etiquette order, welcome etiquette. ...
Common sense of etiquette: shaking hands, handing in business cards, guiding, sliding doors, using elevators, riding etiquette, meeting etiquette, public speaking, seating etiquette, and taboos in using mobile phones and telephones. ...
Professional etiquette training for medical staff
Keywords standard standing posture, standard sitting posture, standard salute method, standard hand position guide, clothing,
The essentials of communication, conversation, greeting, doctor-patient appellation and establishing the public image of doctor-patient relationship ...
Etiquette-pay attention to the form of conversation, sitting posture, standing posture, walking posture and sitting posture, basic gestures and facial expressions, avoid people in the decoration of the affected area, give priority to women, and pay attention to communication distance.
Medical clothing-dressing principle, three beauties of clothing, taboo accessories in medical work.
1. The importance of dress etiquette: dress reflects the corporate image, dress reflects the group image, and dress reflects the personal image.
2. Dress principles: the basic principles of dress, harmonious modeling and color matching.
Conversation-morphological distance, Chinese address, western address, conversation content, polite language, conversation art and speech skills.
1, adapt to the context: adapt to the object, adapt to the occasion, and create an atmosphere.
2. The patient's conversation is appropriate:
Don't talk about personal family and personal problems;
Talking about the illness is well-founded; Don't talk about the internal affairs of the two countries and ethnic and religious issues;
Don't talk about leaders or other colleagues; Pay attention to your discretion and leave room for conversation.
3. Elegant writing and beautiful language:
Soft pronunciation, elegant words, artistic terms, doctor-patient appellation. Team management, team communication and collaboration
Team role, the definition and characteristics of the team, the coordination between me and the team,
Learn geese, team ability test, communication ability test ...
Team concept
What is a team?
What qualities do players have?
Learn to fly like a wild goose
Teamwork test game:
captain
Team role diagnosis
Role test: your role in the team
Role analysis: characteristics of different roles
Team activities: * * Same tasks.
* * * Co-integration Analysis: Factors Affecting Group Decision-making
Suggestions on personal moral evaluation
Rational treatment of doctor-patient conflict
What is conflict?
How do medical staff view and understand the conflict between doctors and patients?
How do medical staff solve the conflict between doctors and patients-effectively avoid emotional intensification
The watershed between effective conflict and harmful conflict
Cultivate teamwork to solve conflicts;
Be kind to others and cooperate with * * * to win.
High Performance Team and Communication
Elements of communication
Reasonable and effective communication attitude
The importance of listening-50% of adults don't know how to listen.
Excellent team management and construction training in hospital 1 Improve the personal image and service quality of front desk staff in hospital;
Master reception etiquette in different environments, and have standardized, professional and in-place business communication skills;
3. Create and maintain the overall image of the hospital;
Respect customers better and create economic and social benefits for the hospital.
Hospital is the window of social service. With the deepening of health reform, hospitals and health centers run by troops, enterprises and institutions and institutions of higher learning are generally open to the society. Coupled with individual clinics in various places, the competition of medical units for the limited medical market has become increasingly fierce. For patients, in the face of many hospitals, the choice of medical treatment is often "coming here", and this "name" is the image of the hospital.
Hospital image is the comprehensive response and external expression of hospital culture recognized by society through its own behavior. It is the public's comprehensive evaluation and impression of the hospital, the embodiment of the hospital's comprehensive strength and the reflection of the hospital's social benefits.
Section 1: The professional quality of hospital receptionist is necessary.
First, determine the role.
5. Determine your social role
6 "halo effect" in commercial activities
7 Demand of enterprises and visiting customers for roles
Second, professional front desk post literacy
8 The basic abilities that the front desk must have
9 excellent front desk service
10 Work Emotion Management
Section two: professional image building of front desk reception in specialized hospitals.
First of all, professional image contributes to career development.
1 1 Elements of professional image
12 the influence of professional image on career development
13 Your value of the image Million
14 positioning professional image
Case 1: Japanese flag incident in Zhao Wei
Case 2: The well-dressed Obamas.
Case 3: Nixon's failure
Second, the hospital front desk gfd etiquette
15 facial modification
16 local modification
17 limb modification
18 elegant professional makeup guidance
19 Cognition of Basic Colors
20 color matching techniques
2 1 Elegant and exquisite facial makeup
22 gentle and simple professional hairstyle
Second, the hospital front desk etiquette and etiquette
23 Standing posture-indecent standing posture
24 Sitting posture-indecent sitting posture
25 Squatting posture to pick up things-indecent squatting posture
26 posture-indecent posture
27 eyes-dirty eyes
28 guide patients
29 bow
30 smile
Third, the hospital front desk dress etiquette
(A) the hospital front desk dress code
3 1 Wear a badge
32 pairs of work shoes
Wear ornaments or decorations
Casual clothes in and out of the ward
(B) the basic principles of professional dress
Principle of applicability
36 TPO principle
37 principle of harmony
38 personality principle
Case 1: IBM employee dress code
Case 2: The employee image of Hilton Hotel
Case 3: Haier's installation workers
(C) Professional overall professional image design
39 Men's and Women's Professional Wear Style Matching
40 dress etiquette and the taboos of suits, dresses and uniforms
4 1 Accessories, articles and hairstyle etiquette
42 three elements of clothing collocation
Comments on 43 Common Dress Errors
(D) Excellent image, color matching of clothes
44 skin color classification
45 clothing color matching
46 Match the weather and place
Dress Points in Different Seasons: Spring and Autumn, Xia Dong.
Section 3: Etiquette of leaders at the front desk of the hospital
48 welcome etiquette
49 hospitality etiquette
50 guiding etiquette
5 1 corridor
52 stairs
53 elevator
Section 4: Telephone Etiquette at Hospital Front Desk
54 telephone answering etiquette
55 etiquette of visiting
56 etiquette for answering others' phones
57 telephone courtesy expressions
58 phone taboos
Etiquette of telephone answering and transferring in 59 hospitals
Make the telephone the second brand of the hospital
Section 5: Communication Etiquette at Hospital Front Desk
First, the communication principle
6 1 language civilization
Friendly attitude
This way is appropriate.
The content is passable
Avoid taboos
Second, communication etiquette.
Language art of communication, learn to listen.
The 67 traffic lights in communication skillfully turn resistance into help.
Keep emotional synchronization and use psychological hints appropriately.
The tone, speed and intonation of communication
Third, communication skills.
70 factors that interfere with communication
7 1 How to communicate with the boss
How to communicate with subordinates
How to communicate with patients
How to communicate with visitors
Section 6: Office Etiquette Training
First, the office etiquette
75 Good cooperation with others
The interests of the company are above everything else.
77 Office Code of Conduct
Second, daily communication etiquette
Five principles of social etiquette
79 address etiquette
Etiquette of shaking hands
8 1 business card etiquette
82 self-introduction etiquette
Etiquette of introducing others (gestures, eyes, order of introducing others)
Section 7: Work Etiquette of Other Positions at the Hospital Front Desk
84 reception room reservation etiquette
85 vehicle reservation etiquette
Business people booking/hotel etiquette.
Etiquette for sending and receiving faxes/letters (or emails)/documents and materials
Lecture 9: Summary of Hospital Reception Etiquette Training