Effective Communication

1. Effective Communication APC Name APC Title

2. Watermelon is the answer! Purpose: Help himself and others through challenging times or just for daily life Wally Amos, founder of Uncle Wally’s Muffin Company Watermelon Magic; Seeds of Wisdom, Slices of Life 1996 The Watermelon Credo 2002

3. Watermelon is the Answer Whatever Whatever you believe creates your reality. Believe that life is a positive experience and it will be. W Attitude A Attitude is the magic word. Your greatest asset is your attitude. Be positive regardless. Together Together everyone achieves more. There are no limits to what we can accomplish together. I am more than I am but less than we are. T Enthusiasm Enthusiasm is the wellspring of life. There is no limit to what can be accomplished with enough enthusiasm. E Respect Respect yourself, as well as others. When you begin to respect yourself, your whole world changes. R

4. Watermelon is the Answer Make M Make commitments, not excuses. There is overwhelming power in the words “Yes, I will.” Everyday E Everyday can be a fun day. Fun is the lubricant that keeps life moving forward. Laugh a lot. Love Love is the answer. Whatever the question, LOVE is the answer. It’s the greatest force in the universe. L One One day at a time. How do you hike up a mountain? One step at a time. All of life happens in increments of one. O Never give up or become a victim. You are guaranteed to lose if you give up. Winston Churchill was right , “Never, never, never, give up.” It works if you work it. Never N

5. Watermelon = Patient Communication The Practice: Customer Experience Purpose: A new mandate. R-focus on communication so that we manage perceptions in a deliberate way

6. Agenda Perception Management Behavioral Styles LAER: Framework to manage communication and perceptions Difficult Patients Minor Adjustments, Major Perception Improvements

7. Perception Management Your perception is your reality. Do you know someone who manages perceptions really well? Who is your personal role model? W W __ D ?

8. Gourmet Express: Providence, Rhode Island Really good food…but that’s a “given.” They make being their customer easy Gourmet Express assumes customer’s worry, makes it their own They “wow” everyone around me They are invested in a long-term relationship “That’s why I’m here”

9. Gourmet Express: Providence, Rhode Island How do you handle a difficult customer? “Be aware of how you present yourself. When managing difficult people, remember, you are their role model. Be aware of your eye contact. Typically look at the person for two to five seconds. You don't want to stare at them bug-eyed! But you also don't want to avoid looking at them, because you'll come across as too passive, too wishy-washy. They'll sense your fear of confrontation.” Answer:

10. Behavioral Styles: COLORS Yellow Sociable, outgoing, warm, feeling type Green Trustworthy, accurate, harmonious, systematic Red Analytical, sensible, direct, thinking type Blue Conscientious, careful, orderly, thinking type

11. Behavioral Styles: COLORS Tipson communicatingwith me: Do: Be logical in presenting information Assume I disagree with you because I question you thoroughly Don’t: Do: Be willing to think out side the box Be offended when I look for conclusions to discussion, results are critical for me. The goal is always in sight. Don’t:

12. Behavioral Styles: COLORS Yellow Acceptance, warmth, a hug Green Empathy, careful attention, to be heard What does each “color” need from you? Red Sensible, direct, concise communication Accurate, carefully considered, and orderly communication Blue

13. LAER Listen Respond Acknowledge LAER Explore

14. LAER: Diagnose, Then Prescribe Effective communication process can be thought of in much the same way as doctors think when they examine a patient: 1. First, diagnose (listen, acknowledge…). 2. Then, prescribe.

15. LAER The power of being a person: “My name is_________.” “That’s why I’m here.” “I hope you’ll let me help.” “I will personally troubleshoot this issue for you to make sure this is resolved.”

16. LAER and Difficult Patients Listen Respond Acknowledge LAER Explore

17. Handling Difficult Patients or Moments Tone of voice: Use a low controlled tone Be aware of your body language Study after study shows that fully 93% of what people notice and believe about you in face-to-face communication is based on yourtone and body language Re-play what patient seems to be saying or asking in a positive way if possible LAER: listen, acknowledge, explore, then respond

18. Harness the Power of Listening as a Differentiator Patients who feel that they have not been heard speak louder or become more agitated. Often the opposite occurs as they feel heard. Difficult Patient Really listening differentiates practice in a competitive landscape. Relationships form. Cosmetic Patient Patients who feel they are heard are more secure regarding level of care, feel understood and accepted. Medical / Research

19. Day to day changes…think of the possibilities! Are we tracking what we learn about our patients? Use insights to actively consider ways to manage patient perceptions. We can’t win them all, but we should try! If you are doing your best and not making progress, pass the baton (team approach). You are each here for a very good reason!