RAPID SUCCESS TICKET TO CSADr Hema xoxo

www.CSASmartGroup.com

RAPID SUCCESS TICKET TO CSA

You do NOT need Luck or Talent to Succeed

You just need to DECIDE! 

Passing CSA is a skill. It CAN be learned.  

Continuous effort - not strength or intelligence – is the key to unlocking our potential.

- Mr Churchill   

‘Right’ Mindset – Difficult case

‘Right’ Mindset – Difficult case

‘Right’ Mindset – Difficult case

‘Right’ Mindset – Difficult case

SUCCESS IS A CHOICE. WHAT WILL YOU CHOOSE?

‘Right’ Mindset

‘Right’ Mindset

‘Right’ Mindset

‘Right’ Mindset - SUCCESS IS A CHOICE. WHAT WILL YOU CHOOSE?

‘Right’ Mindset - SUCCESS IS A CHOICEI BELIEVE YOU

Module TWO

Difficult Patients!

Module TWO

Difficult Patients!

Module TWO

Difficult Patients!

Module TWO‘Difficult’ Patients

‘Secret Sauce’ ‘Spotlight’ technique ‘Priming’ Phrases prior to ‘NO’ Three Archetypes Blue print with exact scripts

Module TWO‘Difficult’ Patients

Module TWO‘Difficult’ Patients

Module TWO‘Difficult’ Patients

Module TWO‘Difficult’ Patients

Remember ‘SAALT’Take Difficult patients with a pinch of ‘SAALT’ Smile

Module TWO - Difficult PatientsMy Secret Sauce

Module TWO - Difficult PatientsMy Secret Sauce - Smile

Remember ‘SAALT’Take Difficult patients with a pinch of ‘SAALT’ Smile Apologize EARLY Acknowledge their FEELINGS Listen ACTIVELY Thank for bring to YOUR attention

Module TWO - Difficult PatientsMy Secret Sauce

USE the Power of ‘POSITIVITY

Lots of ‘Certainly’, ‘YES’, ‘Of Course’, ‘Thanks’…

Be Enthusiastic and Helpful

Try to Avoid ‘BUT’

Module TWO - Difficult Patients‘Priming’ Phrases prior to ‘NO’

Module TWO - Difficult Patients‘Priming’ Phrases prior to ‘NO’

Patient with a demand Angry Patient Patient with unrealistic expectations

Module TWO - Difficult Patients3 archetypes

Patient with a demand ‘I need some Sleeping pills/ sick note, Doc’ ‘Need Antibiotic for my child, Doc’

Angry Patient ‘I’ve waited for ‘ages’ to see you, Doc’ ‘Your colleague has missed the diagnosis, Doc’

Patient with unrealistic expectations ‘I have got a list, Doc’ Talkative patient

Module TWO - Difficult Patients3 archetypes

Module TWO - Angry Patient

Module TWO - Angry Patient

‘I’ve waited for ‘ages’ to see you, Doc’.

Thank you for bringing to my attention. Shall we crack on and see what I can do for you NOW?

I can see you are angry. I am REALLY sorry. I am here to help you. What can I do for you NOW?

I do apologize. It is difficult to both of us. It is one of those ‘days’. How may I help you NOW?

ANGRY HAPPINESS PAST (NOW) PRESENT

Module TWOAngry Patient

‘I’ve waited for ‘ages’ to see you, Doc’.

I know you are waiting for some time. I can see you are little upset. But I really would like to help you NOW

I appreciate you have some difficulties but what I would like to do in next 10 minutes is to try & help you NOW

Module TWOAngry Patient

‘I’ve waited for ‘ages’ to see you, Doc’ If you want to discuss, Plz you can do either

now or perhaps, after we finish our consultation. Now shall we see how I can help you NOW?

You seem very upset. It is very, very difficult for me to continue this conversation while you are talking more about your anger than the problem. You seem very, very angry & distress. I like very much to help you NOW

ANGRY HAPPINESS PAST (NOW) PRESENT

Module TWOAngry Patient

Module TWOPatient with unrealistic expectations

Module TWO - Difficult PatientsBody & Language & Voice

Module TWO - Difficult PatientsBody & Language & Voice

Module TWO - Difficult PatientsBody & Language & Voice

Module TWO - Difficult PatientsBody & Language & Voice

To DIFFUSE Anger & Avoid looking Defensive

Smile DO NOT mirror the Patient DO NOT stand up DO NOT have frequent movements - arms Maintain GOOD eye contact Change the Voice Tone Speed of Speech

DO NOT ACT LIKE A SPONGE - ACT LIKE A MIRROR

Module TWO - Difficult PatientsBody & Language & Voice

Module TWO - Difficult Patients

Coffee Time

ALL THE BEST