Customer Service & Conflict RESOLUTION

1. Customer Service & Conflict RESOLUTION Mairead Roche Jackie Tumelty

2. Domestics

3. Agenda for the day • 9 to 9.30 Registration & refreshments • 9.30 to 12.15 Customer service & conflict resolution Mairead Roche and Jackie Tumelty • Great customer service – what is it & why is it important? • Skills to deliver great service • Effective communication and how this creates good patient experience • Break at 11 for 15 mins • Understanding why and how conflict can arise • Methods to manage potential conflict situations • Q &A • 12.15 to 12:50 update on making 2WW e-referrals – Dr Imogen Staveley and The CCAS Team • 12.50 Lunch

4. What do patients say Excellent I've seen nurses for injections and other things and again, their level of care and personalities are outstanding. a few of the receptionsist have been working there for as long as i can remember and are always helpful and easily approachable. weird thing to say, but trips to the GP aren't always something i dread knowing i've got a good GP! Innovative and patient friendly practice First impressions, a modern practice which appears to try and make the patient experience as efficient as possible. A Well Run Practice ……visiting the surgery in person is such a pleasure because I have always been treated as an individual rather than just a patient with an NHS number… Excellent, responsive and Caring Upon calling the surgery, I got through straight away to a sympathetic and patient receptionist

5. Recognising great service • In pairs one person listens whilst the other shares their experience of good customer service • The Sharer should be specific : what did the person do, say, look like, that made you feel good about the experience • How did that make you feel? • The Listener will summarise in a few words what is shared

6. Recognising great service • In pairs one person listens whilst the other shares their experience of bad customer service • The Sharer should be specific : what did the person do, say, look like, that made you feel bad about the experience • How did that make you feel? • The Listener will summarise in a few words what is shared

7. Key characteristics of excellent customer service • Communication – you listen to me & give me the information I need in a clear & convenient way • Courteous – welcoming, appropriately friendly, respectful • Consistency – the service the practice provides is consistent – its not dependent on getting the right person! • Flexible – you are willing to adjust service to meet my needs • Competent – you know your stuff OR state you will find out and return to the patient ----- “OWN IT” ------

8. First impressions • How long do you think it takes to create a first impression? • A) 7 seconds • B) 30 seconds • C) 2 minutes • D) 1 minute

9. Last impressions • How long do you think it takes to change a first impression? • A) Never • B) 3 minutes • C) Only when you recognise a positive change • D) 7seconds

10. Face to face communication • When we communication with someone what % of our message is conveyed by the tone of our voice? • A) 55% • B) 7% • C) 38% • When we communication with someone what % of our message is conveyed by the content (the words we actually say)? • A) 55% • B) 7% • C) 38% • When we communication with someone what % of our message is conveyed by our body language e.g. posture, gestures, expression? • A) 55% • B) 7% • C) 38%

11. The 3 Vs of communication

12. Professionalism: Avoid

13. Professional Touches

14. Listening for success

15. 3 parts to active listening

16. Open vs closed questions

17. Examples of open & closed questions • How can I help you • Do you want to book an appointment • What else is there I can help you with? • Is that all?

18. Remember “To jaw jaw is always better than to war war.” • Polite & professional • Listening • Explain

19. Betari Box

20. Who started it ? • You • Me • Them • Us ?

21. Model of communication

22. Managing difficult conversations

23. Exercise • In your tables discuss how you would respond to the various scenarios • Scenario 1 • Scenario 2 • Scenario 3

24. Escalating conflict - recognise the signs • Raised voice / Shouting • Challenging vocabulary e.g. repeating “I want … • Talking over you/not listening • Threatening e.g “if you don’t… “I’m going to…. • Direct prolonged eye contact • Change in facial colour (darker, redder, paler) • Breathing accelerates • Physical contact with surrounding e.g. banging fist • Aggressive physical gestures e.g. fingers pointing, fists clenching

25. Escalating conflict – take action • Take a pause – assess risks to you, colleagues and patients. • Call for help from colleagues, they may have to help evacuate the patient area. • Try and create distance between you and them & patients e.g. get them into a side room • Acknowledge their feelings e.g. I can see you are very angry/upset • Explain what you have already done – I have explained the situation and what help I can give you • Explain consequences – your behaviour is not acceptable and if it continues I will call the police. • Visibly take the action you have said – call the police • When they leave secure the premises • Write down what happened and record in incident log. • Take some time out to settle yourself.

26. Remember • Polite & professional • Listening • Explain • Know your stuff – get more training • If it starts to escalate… • Take a pause – assess the situation/risk/get help • Acknowledge – the patient’s feelings • Explain again why you cannot comply with the request and what you have / will do to help • Explain consequences if behaviour does not stop • Take action • Record events – talk to your Manager • Look after yourself

27. Thank you • Q&A • Feedback Form

28. Certificates of Attendance Following the event Attendees will be sent an email with a ‘feedback survey’ link. Complete the survey and submit. Attendees will receive a second email with their certificate. Please check with your manager if they booked on your behalf or contact the events team via the GP Website