1. Sometimes the medical team does not attach as much importance to and implement services as the customer service and medical guidance teams. Do you have any good suggestions and methods?

First of all, have we analyzed which link the cause is? For example, what we just mentioned is a problem of the management system, a problem of institutional policies, a problem of retention standards, or a problem of personal quality. So, among the personal qualities, is it a collective group image or an individual phenomenon? We talk about an institution or a company. It is difficult for him to implement this kind of behavior and change the status quo simply by relying on an external training or a short training. This will definitely involve the establishment and improvement of the hospital's high-quality service system, such as the construction of the management system and the development of personnel. Construction, retention standards, and environmental construction. For example, in the construction of the management system, it may involve: Do you have a sound organizational structure for this kind of service? Have you sorted out this kind of service vision, service mission and values, as well as service commitment, as well as design or acquisition? Utilize the channels, methods and processes of this kind of information, or establish a kind of service remediation mechanism, etc. Is there such a construction of a management system? The second one involves the construction of personnel, so personnel superior. For example, what we have passed, we talk about the construction of image behavior and language, and through the improvement of the quality of personnel, especially the plan to optimize the service training system, does he have such a standard plan, and is there a feedback mechanism? This is good, but there is also a process, and the standard restrictions are better than construction. The construction of process standards may involve identifying the service links we design, whether there are service activities, whether it is clear whether the establishment of this standard is standardization, and whether I have optimized this process. , so which one are you standing on? Is it from the patient's perspective, or from the medical worker's perspective? We need to consider it from both sides, and the other is environmental construction. Then environmental construction may involve, for example, the construction of service facilities. We often hope, every one of our patients hopes, hey, if we can, if we meet a doctor who can stand up and chant, will we give us the right treatment? It will give us a better feeling, but from an environmental point of view, this office or consultation room may not meet the requirements at all, because when public hospitals are often surrounded by so-called patients, you don’t have this kind of Conditions, so let's give an example here. Whether the service facilities are in place is very important, and whether we can use some modern technical tools to improve this kind of experience. Can the equipment for this kind of experience be complete? Can it be compared with what we are proposing now? , whether this requirement is matching is also very important. So we can't just say that it depends on our attitude and whether they pay attention to it or not. It's not just this, it's just us. Ah, so we are talking about the effect of implementing this kind of implementation. Is the implementation of this implementation good? There are various aspects. It needs to be matched by the right time, right place and right people. So how do we strengthen this kind of implementation in this process? effect, or to help this whole thing become more effective? Ha, let's take a look at this picture.

For the real one, we hope that when this training goal we proposed can be truly implemented, it needs a complete system and process, or a complete system and process. , First of all, we need to form a promotion group, and then according to the people in this group, we will formulate some systems and service standards, and then organize employees to train. This is our stage, so he has the previous sentence . Then we ask questions later, and then we conduct training, then he must enter a verification mechanism later. If there is no verification mechanism, training will be done, and he will pass the verification mechanism, or assessment mechanism, and he will come and verify whether this is correct. Results, and then use the latter to analyze through some feedback data management, how well it performs, why do these problems occur, what other problems do we need to solve, and then optimize our entire service process? . Finally, let’s shape up. We form a cultural environment and atmosphere of service one by one. So everyone still remembers that when we shared the job process in Lecture 25, did I mention a cycle method called PDCA, which is quality management? A method of process, a method of quality control, so here, it can be used, so back to the first question, medical staff do not pay attention to it. If it is improved immediately after a training, it is actually very difficult. There must be the right time, right place, right people, that is to say, the unified cooperation of our management systems, processes, personnel, and environment can truly solve the problem.

2. If the training is for a medical beauty institution, what are the similarities and differences between the implementation of the training and that of a medical institution?

3. What are the differences in training in health care service centers, confinement centers, dental hospitals and other such institutions, or what is the curriculum design?

These two questions are actually the same type of question, so they are grouped together, because the health care confinement center and the dental hospital are not actually service businesses in nature, they are closer to The service industry is more similar to hotels and restaurants in this regard, so it should be more prominent in training. How to provide customers with a surprising service? You have to create services for customers that make them scream.

This is the core need that customers need most, and the core needs of these medical institutions in public hospitals that we usually talk about, that is to say, the core needs of these patients are efficacy and technology, followed by functions, etc. or other Ah, there are some needs for services, so we say there is a difference between the two. Yes, at the same time, medical aesthetics, health care, confinement centers, dental hospitals, etc., must also have a medical background, such as some detailed services and processes, so what about the content in this area? Please refer to the content of the medical etiquette section of our course. Well, of course, we also need to combine these institutions, which have their own internal standards and processes, and we design our courses based on these.

4. In view of the problem among medical staff: they do not know the relevant etiquette professional knowledge and skills, but they do not have a strong sense of service and cannot consciously standardize services. Are there any good methods and strategies in training?

The fourth question is about how to train service awareness. In fact, I think awareness training is the most difficult, because it belongs to the a problem in SK, that is, the problem of attitude, how to arouse the other party* **Ming, this is a core issue that we need to consider most. We hope that medical workers can start from the patient's experience and understand the needs of patients. Then we also hope that our training targets, that is, medical workers, will improve. Service awareness also requires our trainers to think from their perspective. At this time, we actually need to use intelligence technology. For example, you can use video cases or let Hepei train, which is your medical workers, and these trainers discuss it. How they think, how they think, to capture their inner needs. And empower these points to inspire students to go from what they want to do to what they want to do, so how to guide them to establish, for example, how to establish a sunny mentality, create a high-quality service awareness, etc., in creating When it comes to high-quality service awareness, we need to lead them together, for example, how to unify the system and how to set benchmarks for standardized processes. There is also the transmission of positive energy for good, and then improvement through collection and feedback through multiple channels. What is this? There is another one. It is a very important thing. We have to do it in the hospital itself. Creating a work environment is for medical workers to make them comfortable and relaxed. This is called a working environment. That is to say, we said that we want to improve the satisfaction of medical workers and their own satisfaction, so in the satisfaction survey, in 2019, our country has returned to this point, and it is at the third level of evaluation, public health When it comes to hospitals, it is used as a condition for evaluation. The evaluation is the score of the indicator of satisfaction. So the satisfaction here not only refers to the patient's satisfaction, but also includes the satisfaction of the medical workers. , so we say that in the training environment to improve service awareness, we must include this aspect.

5. How to connect with public hospitals? If you take public courses, what kind of courses do you like most as a hospital leader?

The fifth question actually has two questions. First, I will answer the first question about how to connect with public hospitals. The premise is that what I want to say is that the other party needs such training. So we have four ways. The first one is your own reputation, identity and brand. Kazakhstan Hospital will take the initiative to contact you. The second acquaintance introduces you. For example, if you have someone in a medical institution within this hospital, they will provide information that requires training. Ah, this is what we are talking about. As the saying goes, there are people in the DPRK who are easy to get things done. Then the third one is referrals from former customers. This is very important. That is to say, if you have trained for them and left a good reputation, they will refer you to you. So the fourth one, of course, is back to promoting your personal brand so that more people know about you.

So the second question is, what qualities do you like most as a hospital leader? It’s really difficult for me to answer this question because no company or hospital provides training based on the leader’s preferences, but rather based on the problems and needs that exist in the company and institution where it is located. Different enterprises and institutions have different problems and needs. Even the same hospital has different problems and needs at different periods and stages. Therefore, I cannot predict what kind of courses leaders like, because training is always based on customer needs, and design is always based on customer needs. There is no way to apply a fixed model. The only thing we can do is, as trainers, we You must have solid basic skills, extensive knowledge, and the ability to learn and innovate with the times in order to meet the different needs of various institutions. At the same time, I also want to say that we are not able to train all courses. For example, in the hospital training system, if we put aside the training of medical professional skills, it also includes a lot of related services and Management training series, such as PC quality management training, then in this, we have the content of quality control circles for different departments and nursing care. These are different sections, as well as the services of hospitals including STC The establishment of the system, administration and nursing.

Lean management review level training, hospital operation management training, hospital service etiquette training, each section will be a series of major trainings, so our trainers must position themselves based on their own situations. We will talk about it in 28 , that is, we proposed 3C positioning in our last lecture. Do you still have any impressions? It is not a random positioning. We must not only look at the market demand, but also combine our own strengths, weaknesses, and professional background, otherwise it will be a failure. The fun is theirs, I have nothing. Fortunately, we must make a good choice before insisting. This is very important. Start with the end in mind. This is mentioned in the Seven Habits of Highly Effective People. You can also browse this book if you have the opportunity.

6. If you want to provide training for the hospital, which department should you contact, and how can the negotiation be more successful? 2. How to open up the hospital training market on the basis that all hospital doctors and nurses have been trained.

There are several questions here. The first one is that if you want to do hospital training, which department should you contact and how to negotiate to make it easier to succeed. In fact, every medical institution has its own organizational structure and different training It belongs to different departments. Of course, some small hospitals will put it under one department, such as health services and Abha. Like some large public hospitals, they may be divided into different departments and belong to different departments. Ah, different trainings belong to different management departments. For example, in the window unit, non-professional training belongs to the outpatient department, ha, the nurse's evaluation circle belongs to the nursing department, ha, the quality training of nurses also belongs to the nursing department, then service quality, management, belongs to the quality management department, etc. , hospitals are different in size and have different structures. If necessary, the training teacher should go to the hospital where you are trained to learn about it. So how can negotiation be more successful? Negotiations are easier to succeed. I’m very sorry, but I really don’t have much experience in this issue. Training institutions basically come to me for training themselves, so I really don’t have much experience to share with you in this aspect. Okay, the second question is for me. I don’t quite understand. How can we open up the hospital training market on the basis that all hospital doctors and nurses have been trained? Ha, this refers to the ones who were originally trained. Are the medical staff re-trained, or are they just referred? Ah, if it is the former, then the training can be carried out based on the problems that still exist after the training and the new problems that arise. For example, after the training, the internal assessment mechanism will be used to systematically analyze and analyze the problems found after the problems are discovered. Continuous improvement is needed to fill the five major gaps in service quality, such as the PPC we talked about in Lecture 25. For example, we mentioned in Lecture 25 that the pdca achieves service improvement, and then relies on SD CA to maintain standard operations to achieve the goal of benchmark excellence. Then SSDA refers to standardized execution inspection and summary. Of course, we are in this, and we have not expanded on it in this course, because it involves more service efficiency and quality management process, so I will not expand on it here, so I will deal with this issue first. If it is re-training, such an analysis is done. If it is a referral, it depends on the experience and satisfaction your previous training has brought to the customer. This is mentioned in Lecture 28, we mentioned it in the last lecture. The professionalism of training, service level, product quality, training effect, price, and reputation are all related, so we trainers need to strike a balance and make trade-offs.

7. Today I just received a training from a dental hospital with more than 20 people. I have never done any training in this area before. How do I 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 completed based on the training needs and goals of the other party, as well as the characteristics and information about the other party. First, let’s talk about the scope of training. In this question, the teacher only mentioned the dental hospital and did not mention the scope of training. So, is it professional and technical training, medical service training, or management? Is it personnel training or front-line personnel training, service quality training or service etiquette training, accusation training or service effectiveness training? So please first confirm whether it falls within your training category, such as medical unit administrative training. If you have no relevant experience, it will be difficult to conduct training. Even if you have a lot of theoretical experience, but lack practical experience, even if you train, it will be difficult to achieve good results, and it will affect your reputation. . So this involves the issue of personal positioning mentioned in our course. In which direction do you want to develop in the future? Are your goals clear? Okay, the second one is the content of the training. If it is service etiquette training, then I have already presented the basic content in our section that just ended. Basically the content has been presented. You can just copy the course. But here, please be sure to conduct sufficient research before training, understand the other party’s training target needs, and expectations for training effects to design a plan. For example, if the other party focuses on manners and manners, then your focus should be on behavioral standards. If the other party focuses on windows, positions, and processes, then your focus should be on reflecting the details in the process and creating high-quality services, so All our training is based on each other's needs.

Then the third one is the form of training. I believe that this is not the first training for this teacher. He should have done similar training before, but it may not be for medical care. He may have done other etiquette training. , so your previous training methods can be integrated into it. What needs to be considered is the characteristics of the training objects, such as age, gender, behavioral style, professional background, etc. Of course, I highly recommend it here, one of our majors in Hainachuan The course is a course for professional trainers called TT. How to design the course? There will be detailed guidance in it. If you want more details, you can consult Mr. Zheng. Ah, of course, when designing a course or a one-day course, it must have both underlying logic and top-level design, both content and form. It needs to be polished over a long period of time to form a course with its own unique style. Here, I also recommend a book that can help you organize your thoughts when designing courses and how to start it.

This book is a classic training material from McKinsey Consulting Company. It can help us think, express and solve problems efficiently. Therefore, it can also help us to plan plans. , Product copywriting and PPT allow us to be more reasonable and well-founded in statements, speeches, or reports.

8. The 3F listening method mentioned before in the doctor-patient communication skills. I checked the information and it is FACT, FEEL, FOCUS. Teacher Xiaoxiao’s course did not mention it. I would like to ask how to train and use it. ?

This question mentioned the 3F listening method in doctor-patient communication skills. In fact, in Teacher Xiaoxiao’s course, although he did not explicitly put forward the 3F theory, he talked about these three contents. Yes, you can see a PPT in his fourth lecture

Teacher Xiaoxiao actually uses this triangle model for self-help. In fact, emotions and intentions are the 3F listening method we mentioned. He can also review and listen back. So since everyone has asked this question, let me expand on it, because I happen to be taking a course in emotional management and communication arts. So actually we talk about the 3F listening skills. , it actually involves some content in communication and psychology. For example, we will borrow a primary emotion and a derived emotion from psychology, or we call it surface emotion and deep emotion. Of course, everyone You can also recall something called the iceberg theory. Behavior is above the iceberg, while various feelings, emotions, and intentions at the level of consciousness are below the iceberg. I remember this teacher at school would also mention this in his course. Arrived. So the first F, this teacher is very good [呲呲], and his dad even went to check this out. The first F is fact, listening to the facts, and the second one is the feeling of listening and Emotions are just feeling. Then the third one is called focus, which is our intention and need for listening. So here, let me give you a common example in life. Since we are answering questions today, our goal is not limited to good communication between doctors and patients. We can expand it. For example, let’s say your partner, or your boyfriend. Okay, you come home late from get off work, and he may do this often. You will be very angry and ask the other person why he comes back so late. You will hear what the other person says, or you may be surprised that the other person can take advantage of your angry sentence. What did you hear in those words? We first need to know if there is a reason why we came back so late. What is this? This is a fact, right? If the other party just thinks this way, he will reply that he is going to eat with the client, and then there will be no more, and you will be very angry and continue to get angry [angry]. Shouldn't we say it in advance when we are going to eat with a client? You don't answer the phone because your questioning tone is [angry] and the other party starts to get emotional, so he will respond, "Wang Le, who would remember if you are so busy?" Besides, it’s so noisy during dinner, how can I hear your phone call? So after listening to this, you will be even more angry. You may be thinking, when you were in love, why did you die before getting married and it was reported everywhere? Why do you have this attitude now? So you will feel that the other person doesn't care about you and doesn't love you anymore. Is this a fact or a conjecture? This may be a deviation from the fact. This may be a fact, or it may be a conjecture. So actually when we listen at the right time in the first step, you have to distinguish between what is fact and what is your imagination. Ha, this is very important, so if you go through this, the conflicts between the two of you may disappear. If you rush, you will get up.

The conventional solutions we talked about this time for people who can’t listen are actually very common in life. Let’s take a look. For example, in the case just now, if you use the 3F listening method, you What will be done? Ah, the first one is listening at the right time. For example, if you ask why you came back so late, then it may contain the fact that you came back late. You see, you usually get home at seven or eight o'clock, but tonight, 12 You got home after 1 o'clock or even 1 o'clock, and you didn't answer the phone. Then this is a fact. Then from your point of view, the other party came back late. It did happen. The other party should admit this. The second point is to listen to emotions and feelings. , why did you come back so late? I believe everyone can hear the emotion of anger, so when expressing anger and complaints, anger and anger, we are often talking about a superficial emotion, a deep emotion, or what his original emotion is. Woolen cloth? Maybe there are also various emotions such as worry, fear, grievance [crying], uneasiness, etc. What about the third one? We need to listen to the other party’s intentions and motives, and ask why we came back so late and what was the intention? This is definitely not superficial. I think just knowing the reason for coming back so late, there must be deeper needs hidden behind various emotions. Maybe you are worried and hope that the other person will have a healthy routine. You are afraid that he will not be in good health. Maybe you are afraid of not feeling safe. You hope that the other person can accompany you. Maybe it's a kind of grievance [crying]. You hope that the other party can tell you in advance, respect and consider your feelings, etc. There are many. Everyone may have their own needs behind their backs, so when we say listening, we mean listening to these three things. So, you need to check and confirm the specific intentions and needs with the other party. This is the four steps mentioned by Teacher Xiaoxiao. You can take a look at it, so when the other party is angry, don’t go Eager to explain or deny. Because the more you explain and the more negative you are, the angrier the other party will be. The more you explain, the more reasonable you are. Emotions in the ear canal are often inversely proportional. The more reasonable you are, the less reasonable the other party will be. Then he can only use his Emotional outbursts to cover up his irrationality. So why do we tend to get angrier the more we explain to others, and what can we do about it? We have to hear the other person's surface emotions, or the deep emotions and needs underneath this phenomenon, and then you can. Solve his problem, so back to our doctor-patient communication, the same is true for patients. If medical workers simply hear the meaning of their expressions, you will often feel that these patients are so unreasonable, and thus come to such a conclusion. , it will easily lead to conflicts between doctors and patients, especially when you are hospitalized. If you learn to put yourself in the patient's shoes and hear the patient's anger or various situations, what is his true feeling underneath the surface emotion, such as fear? It's a disease. You're worried that you can't cure it, you're afraid that your family won't have enough money, you're anxious [crying], whether there will be any sequelae in the future, you can see his needs. He needs to be comforted, encouraged, and accompanied. Wait for this. This is what we call the listening technique, we must learn to listen. Yes, we can tell the other party about the emotions and motivations of listening by using the 3F listening method. I am on the same side as you, and you are safe, understood, and supported. This kind of communication based on listening is more effective communication. So we talk about listening, to really listen to the information, emotions and emotions that the other party wants to express. So as for the training method, we can actually use the forced method to simulate some cases of doctor-patient communication and let them change their positions and play roles to think. Or, we can also let the training objects, both of them, In pairs, for example, each person can describe a passage of their own, or a recent one, their mood, etc. Describe this fact and let the other party capture his emotions after expressing this. They You can practice whatever your motivation is.