First of all, have we ever analyzed which part of the process is the reason? For example, as we just mentioned is the problem of the management system, the problem of the system policy, or the problem of retention standards, or the problem of the quality of the individual, then, in which the quality of the individual inside is a collective group or individual phenomenon? We say an organization or enterprise. He implemented this behavior, simply rely on an external training or a short short training to change the status quo is very difficult, which must involve the establishment and improvement of the hospital's quality service system, such as the construction of the management system, the construction of personnel, retention standards, environmental construction. For example, in the construction of management system may involve ah, you have a sound organizational structure of this service ah, there is no to sort out this service vision, service mission and values, and service commitment ah, as well as the design or access to the use of this information channels, methods and processes, or the establishment of a ah, a remedial mechanism of service, etc., there is no such a management system of the construction of the construction of the management system, the second one, involving the construction of personnel, the construction of the hospital's quality service system. The second one involves the building of personnel. For example, we through this kind of ah, we say that the image of behavior, language, this kind of construction, and through the quality of personnel enhancement, especially optimize the planning of service training system, he has such a standard planning, there is a feedback mechanism in the head of the good, then there is a process, the standard of restriction than the construction of ah. The construction of process standards may involve hey, we design the identification of service links, there is no service activities, is not clear that the establishment of this standard is not ah, standardization ah, as well as this process I have not reached the optimization of ah, so which one is standing? Is the patient's point of view, or for us to say is the medical worker's point of view ah, we need both sides of the consideration, there is also an environmental construction. Then the environmental construction may involve, for example, the construction of service facilities, we often hope that ha, every one of our patients hope, hey, if you can ah, encounter a medical practitioner can stand up chanting, we are not to us is to our feelings, it will be better, but from the environment, may be this office or consultation room, he simply can not meet the requirements, because in the public hospitals are often so-called "the patients around the time", you will be the most important thing. When you are surrounded by those patients, you don't have that kind of condition, so we are giving an example here. Service facilities are not in place, this is very important, as well as whether we can use some modern technological tools to enhance the ah, the feeling of the experience of the equipment can not be complete, can not be with us now put forward, this request is not supporting, this is also very important. So we can't say simply look at us they this kind of attitude, attention or not, not only this, we just ah. Ah, so we say that the implementation of this landing effect, the implementation of the implementation of the implementation of the force is good, there are various aspects of it, he needs to be called the right place, right time, right person and to support, so how do we in this process, we go to strengthen this effect, or to help this whole can be more effective on the ground? Ha, let's take a look at this picture.
The real one, we hope to be able to this kind of we put forward, this training goal, really can implement the implementation of down, he needs a into a complete, or perfect a system and process, first of all, we have to form a group to promote, and then according to the group inside the ah, to formulate some systems, as well as the standard of service in the organization of the staff to go to training, this is our link to this. This comes to us this link ah, so he has the first sentence. Then the back of the question, and then we carry out training, then he must enter a checking mechanism, if there is no checking mechanism, training on the training, he went through the checking mechanism, or called the assessment mechanism, he went to verify that this has not been effective, and then through the latter, through the management of some of the feedback data to analyze ah, how he actually implemented, why these problems ah, and what kind of problems we to be solved, and then we have to analyze the situation. What kind of problems we have to solve, and then to optimize our entire service process. Finally, to shape, we a whole form a service culture environment and atmosphere, so we remember that we share the post process in the 25 lectures, I am not mentioned a cyclic method called pdca, which is a method of quality management process, a method of quality control, then here it can be used, so back to the first problem, medical staff do not pay attention to ah, if a training immediately improve, in fact, it is the first problem, the medical staff do not pay attention to ah, the medical staff do not pay attention to ah. If a training immediately improve, in fact, it is very difficult to ha, it must have the right place, right time, right person, that is to say, our management system, processes, personnel, the environment unified with the real solution.
2, if it is to the medical institutions training, implementation of training and medical institutions, what are the similarities and differences?
3. Recreation service centers, monthly child care centers, dental hospitals and other such institutions training are what is different, or course design?
These two questions are actually the same type of questions, so it is categorized together ha, because recreation center, dental hospitals in fact, they are not essentially the cause of the service, it is closer to the service industry, ha at this point and the hotel, catering is more similar, so in the training should be more prominent, how to let the customer have a kind of surprise service, you have to create a service for the customer to make them scream. They scream service. This is the core needs of the customer needs, and we usually say that the public hospital of these medical institutions, their core needs, that is to say, the core needs of these patients is the efficacy and technology, followed by the function and so on these or other ah, some of the needs of the service, so we say that there is a difference between the two. Yes, at the same time, the medical beauty health care moon center, dental hospitals and so on these, it must also have a medical background ah, such as some of the details of the service and the process of ha, so it is, in this piece of content, please refer to our course on the medical etiquette of the board of content, good, of course, ah, we also need to combine with these institutions, which has its own internal standards and processes, we design according to these
4.
4. For the health care workers in the existence of: relevant etiquette professional knowledge and skills will be, that is, the service consciousness is not strong, can not consciously standardize the service problem, in the training of any good methods and strategies?
The fourth question is how to train for the service awareness of the problem ha, in fact, I think the consciousness training is the most difficult, because it belongs to the SK inside the a problem, that is, the attitude of the problem, how to cause each other * * * * ming, this is the most important we need to consider the core of a problem. We hope that ah, medical workers can start from the patient's experience, the need to understand the needs of patients, then the same we hope that our training targets, that is, medical workers to enhance. Service awareness also need to do our trainers to think differently, this time to actually use **** emotional technology, such as you through the video case or also let and training training, that is, your health care workers, these trainers to discuss how they think, how they think, so as to capture their internal needs. And will empower these points, inspire the trainees from wanting me to do I want to do the process, then how to guide them to establish ah, for example, ah, how to establish a sunshine mentality ah, to create a sense of quality of service and so on ah, in the creation of excellent quality of service awareness, we have to work together to lead them to how to, for example, ah, for the unity of the system ah, the standardization of the process of how to set up the standard benchmarks ah. There is also the transmission of it, upward and good positive energy, and then it, through some multi-channel collection and feedback to improve the improvement of ah, this is a what, there is another one, a very important thing, itself, we have to build in the hospital, is to make health care workers, so that they are comfortable and relaxed, this is called the work environment. That is, we say we want to improve the health care workers, his own satisfaction ha, so we in the satisfaction survey, we 2019 ah, our country is the road to this, in the evaluation of the third level ah, public hospitals is as a condition of the evaluation ah, the evaluation is the satisfaction of the satisfaction of the indicator of the scoring, so this satisfaction is not only refers to the patient satisfaction The same, but also includes the satisfaction of medical workers, so we say that in the training environment to enhance service awareness ah, we must put this piece to incorporate.
5. How to link with public hospitals? If you take a public course, what kind of course do you like most as a hospital leader?
The fifth question is actually two questions ha, first of all I answer the first how to go with the public hospitals to docking pathway ha, the premise is that I want to say that the other side of the need for such training. Then we have four ways ha, the first one, your own reputation, identity and brand, ha hospitals will take the initiative to contact you. The second one is acquaintance referrals ha, for example you have someone within this hospital within the medical organization who provides information about the need for training. Ah, this is what we say, as the saying goes, there are people in the center of the good work ah. Then the third is the referral of former customers, this is very important, that is to say, you have trained for them, then left a good reputation, they will refer for you ah. Then the fourth, of course, is to return to our good personal brand publicity, so that more people know you.
Then the second question, as a hospital leader's favorite kind of traits? This question is really difficult for me to answer you, because no company or hospital is based on the leader's preferences to do the training, but according to the problems and needs of the enterprises and organizations in the proposed training. Different companies and organizations have different problems and needs, and even in the same hospital, there are different problems and needs at different times and stages. Therefore, I can not predict what kind of courses the leaders like, because the training is always ah, the design is always to the customer's needs to come, can not use a fixed model to set, the only thing that can be done is ah, as a trainer, we must have a solid basic skills, extensive knowledge, with the times the ability to learn and innovate, in order to meet the different needs of each organization. At the same time, I would also like to say that we can not train all the courses, such as in the hospital training system, ah, we put aside the medical professional and technical training, then, but also includes a very large number of related services and management training series, such as quality management training in PC, then in this ah, we have different departments and care of the quality of the quality of the circle of the content of the ah, which is a different boards, and including STC hospitals, the quality of the circle of the content of the ah, which is different. In addition, there is the STC hospital service system establishment, administrative and nursing. Lean management assessment level training, hospital operations management training, hospital service etiquette training, each plate will be a series of training, so we trainers to combine their own situation to position, we in the 28 lectures, that is, the last lecture we put forward the 3C positioning, we still have the impression? Not just positioning, we not only have to look at the market demand, at the same time must be combined with their own strengths, weaknesses, professional background, otherwise it becomes. The buzz is theirs, I have nothing. The good thing is that we must do a good job of choosing before we insist, this is very important to the end for the beginning, which is mentioned in the seven habits of highly effective and efficient people, we have the opportunity to also go to browse the book.
6. want to do training for the hospital, which department should be contacted, how to negotiate easier to succeed?2 How can the hospital doctors and nurses are trained on the basis of the hospital training market.
There are several issues here, the first is to do hospital training, which department should be contacted, how to negotiate easier to succeed ha, in fact, each medical institution has its organizational structure ha, different training belongs to different departments ah, of course, there are also small hospitals will be unified to put it again in a department under the ha, such as health services, abu ha, then like some large public hospitals, they may be different departments to belong to a different department. They may be different departments to belong to different accompany ah, different training belongs to different management. For example, window units ah, non-business training belongs to the outpatient department, ah, the evaluation of nurses belongs to the Ministry of Nursing, ah, the quality of nurses training also belongs to the Ministry of Nursing, then the quality of service ah, the management of which belongs to the Department of Quality Management, and so on ah, hospitals of different sizes, the structure is also different, the need for ah, the training of teachers, ah, to go to the hospital where you are trained to learn about it ah, so how to negotiate easier to succeed? And negotiate easier to succeed ha, very sorry, this problem I really do not have much experience, basically the training unit themselves to find me training, so I really do not have much experience in this area to share with you. Well, the second question is I, I do not quite understand ha, how can in the hospital doctors and nurses have been trained on the basis of opening the hospital training market? Ha, here refers to the original training ah, medical staff again training, or only referrals? Ah, if the former, then the training can be based on the training still exists after the problem and the creation of new problems to start training, for example, ah, after training, internal assessment mechanism, found that after the problem it will be found after the systematic analysis of the problem and continuous improvement to fill the five gaps in the quality of service, such as the PPC we talked about in the 25th. As we mentioned in the 25 lectures of the pdca to achieve service re-improvement, and then it, and then by the SD CA's ah, to maintain the standard of operation to achieve the goal of benchmarking excellence, then the SSDA refers to ah, standardization of the implementation of the inspection and summary of the ah, of course, we in this, we did not expand the course this time, because it involves more is the service effectiveness and quality management process aspects of the content, so I did not expand on this here. So I didn't expand on that here, so as good as this question I'll do it first. If it is a re-training, is to do so an analysis, then if it is a referral words Ha, depending on your previous training to the customer's experience and satisfaction, this in the 28 lectures, ah, our last lecture in the training of professionalism ah, the level of service, the quality of the product, the effectiveness of the training, the price, the word of mouth have a relationship, then we need to do a good job of balance the trainer to do the trade-offs.
7. today just took a dental hospital training, more than 20 people, I have not done this training before, how to design a day of training courses?
How do I design a one-day course? This involves three aspects, the first is the scope of the training, the second is the content of the training, and the third is the format of the training. These are done according to the training needs and objectives of the other party, as well as the characteristics and information about the other party. First of all, let's talk about the scope of training, in this question, the teacher only mentioned the dental hospital, did not mention the scope of training, then to the end of the training of professional and technical training, or medical service training, is the training of management personnel, or the training of front-line staff, is the quality of service training, or service etiquette training, is the training of the allegations or the training of the service effectiveness? So please first confirm whether it belongs to your training category ah, such as medical unit administration training. If you do not have the relevant experience, it is difficult to carry out training, even if you have a lot of theoretical experience, but the lack of practical experience on the ground ah, even if the training, it is difficult to get good results, but will affect your reputation. So this involves the personal orientation of our course, you want to develop in which direction in the future, are your goals clear? Well, the second is the content of the training, if it is the service etiquette training, then, the basic content I have just finished in our section have been presented in the Ha, basically the content has been presented, you can directly copy the course can be carried out, but here please make sure to do a good job before the training of the full research to understand the other side of the training objectives needs, the training effect of the expectations to design the program. For example, the other party is to focus on demeanor, then you focus on demeanor above, if the other party's focus is on the window, position, process, then your focus is on the details of the process of embodiment and to create a high-quality service, so all of our training is centered around the needs of the other party to carry out. Then the third is the form of training, I believe that ah, this is not the teacher's first training, should have done similar training before, that is, not necessarily medical and nursing, may have done other etiquette of the training, so your previous training methods can be integrated into the need to take into account is the characteristics of the training object, such as age, gender, behavioral styles, professional background and so on, of course, I'm here! Very recommended ha, we Hainachuan a professional course ha, called TT vocational trainer course ha, then how to design the course ah, that will have a detailed guide, you can details can consult ah, Mr. Zheng. Ah, of course, the design of a course or a day's course, it is necessary to have both the underlying logic, but also the top design, both content, but also the form, need to be polished after a long period of time, the formation of their own unique style of the course ah. Here it, I also recommend a book ha, can let help help everyone in the design of the course to organize their own ideas ah, how to open.
This book is a classic McKinsey consulting training materials, can help us to think efficiently, expression and problem solving ah, so it can also help us to help us to go to the planning program, product copywriting and PPT ah, so that we can be, in the statement or speech or report on it, it will be more able to go to the rationale and strong evidence.
8. Previously mentioned in the doctor-patient communication skills in the 3F listening method, check the information is FACT, FEEL, FOCUS, smiling teacher's course is not mentioned, I would like to ask how to train and use?
This question mentions the 3F listening method in doctor-patient communication skills, in fact, Mr. Xiaoxiao's course, although he did not explicitly put forward the theory of the 3F, but these three contents he is talking about, we can see that his fourth lecture has a PPT
Mr. Xiaoxiao actually self-help this triangle model, the fact that the emotion and intention is the 3F listening method that we mentioned. Listening method. He can also go to the review and listen back to ha, so since you asked this question, then I will do an expansion, because I happen to be on the course of emotional management and the art of communication ha, so in fact, we say that the 3F listening skills, it actually involves some of the contents of the communication science and psychology ah, for example, we will borrow to the psychology of the primary emotions and derived emotions, or what, we call it the surface emotions and deep emotions. Of course, we can also recall a person's a so-called iceberg theory, behavior behavior in the iceberg above, then the level of consciousness and so on a variety of feelings, emotions, intentions are below the iceberg, I remember this in the school teacher's course will also be mentioned. Then the first F, this teacher is particularly good ha [teeth], his father also specifically to check this ha, this first F is fact ah, listening to the facts ah, the second is to listen to the feelings and emotions, is feeling ha. Then the third one is called focus, that is, we listen to the intention and demand ha. So here it is, to give you a common example of life, since we are Q&A today, that we are not limited to our doctor-patient communication, we can extend it ah. For example, let's say your partner, or your boyfriend. Well, come home late from work, and he may also be often like this, you are very angry, will question each other why will come back so late, you will hear each other say, or to each other can be from you this angry intention of this sentence to hear what ah? First of all, we need to know if it's the reason why they came back so late, what is this? This is a fact, right? If the other party just think so ah, he will answer, eat with customers ah, so there is no, you will be very angry to continue to be angry [angry]. Can't you tell me in advance if you're going to eat with a client? Call you also do not answer ah, because your questioning tone [angry], the other side also began to have a mood, so he will respond that Wang Le said ah, so busy who will remember? Besides, it's so noisy during dinner, how can I hear your call? So after this listening, you get even more angry. You may then think, when you are in love, before you get married how you die, where all report, now why are you this attitude? So you will think that the other person doesn't care about you anymore, doesn't love you, is this a fact, or is it a guess? This may be deviated from the fact, this may be a fact or conjecture. So in fact, we in the first step of listening to the right time, you have to distinguish what is the fact, what is the content of your guess guess, ha, this is very important, so if after this, you may two people of the two sides of the contradiction will be rushed, will be up. This time we say will not listen to the conventional solutions for people, is not that in life is actually very common ha, then let's look at ah, for example, or just this case, if you use the 3F listening method, how would you do? Ah, the first we say listening to the right time, let's say you ask why you came back so late, then may contain the fact that you came back late, you see you usually seven or eight o'clock can get home, but tonight, ah, 12:00 or even a point before arriving home, and did not pick up the phone, then this is the fact that from your point of view, the other party came back late, it did happen, the other party to recognize this point, the second point is to listen to emotions and feelings, the other party to admit that the other party to recognize this point. The second point is to listen to emotions and feelings, why did you come home so late? I believe that everyone can hear the emotion of anger, so when expressing anger and complaints, ah, anger and anger, we are often talking about a surface emotion, so what is the deep emotion, or his original emotion? Maybe there's also worry, fear, aggravation, ah [tears], uneasiness and all kinds of emotions. And what about the third one? We need to listen to the other person's intentions and motives, and what kind of intention is it to ask why you came back so late? This is definitely not on the surface, I want to just know the reason for coming back so late ah, a variety of emotions must be hidden behind a deeper need ah. Maybe it is worried, hope each other have a healthy routine ha, you are afraid of his body is not good, maybe it is afraid of insecurity, you want each other to be able to accompany you. Maybe it's an aggression [tears], you hope that the other party can tell you in advance, respect and consider your feelings, etc. Ha, very much, each head may have his own behind the scenes needs, so we say that listening is to listen to these three achievements, then, the specific intentions and needs, you need to go with each other to check the confirmation of ah, this is the teacher Xiaoxiao mentioned that the four-step ha, you can look at it, so When the other party is angry, do not rush to explain or deny. Because the more you explain the more negative, the other side will be more angry, the more you explain that you are more reasonable, the ear canal to drink emotions tend to be inversely proportional to Ha, the more reasonable you are, the other side of the more unreasonable, then he only through his emotional outbursts to cover up his irrationality ah. So why we tend to explain the more the other side the more angry reason, then how do we do it? We have to hear the surface emotions of the other person, or the deeper emotions and his needs underneath this phenomenon, so you can. Solve his problem, so back to our doctor-patient communication, the patient is the same, health care workers, if you simply hear the meaning of the expression, you will often feel that these patients how so incomprehensible, so as to come to such a conclusion, it will be very easy to cause conflict between doctors and patients, especially in the hospitalization, if you learn to think differently, to hear the patient is angry, or a variety of conditions, the surface of this kind of emotion below his real feelings, and then we can do. If you learn to think differently, hear the patient angry, or various conditions, the surface of this kind of emotion below his real feelings, such as fear of disease ah, worry about their own cure can not be, fear of the family money is not enough ah, anxiety ah [tears], will there be any sequelae, you will be able to see his needs, he needs to be consoled, to be encouraged, to be accompanied, and so on this kind of. That's the technique of listening that we're talking about, to learn to listen. Yeah, the emotion and motivation to listen, we use the 3F listening method, is to be able to tell the other person. I'm on the same side as you, you're safe, you're understood, you're supported, and that's the kind of communication that's more effective when it's based on listening. That's why we say listen, to really hear what the other person is trying to say, what they are saying, what they are feeling and what they are saying. Then as for the training method, in fact, can be used to force into the method ah, simulation of doctor-patient communication in a number of cases ah, so that they are transposed to play the role of the role to think, or it, we can also let these training subjects, they two two groups, for example, each person can describe their own a paragraph, or some of the most recent ah, the mood, etc., the fact that the description of the other party to capture his after Expressing this emotion is what, what is their motivation, this can go to the exercise of the ha.