The Center for Healthcare Communication | What Every Administrative Healthcare Professional MUST Know!

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Our PIE Model of Communication

What Every Administrative Healthcare Professional MUST Know!

Program Description

This high-energy interactive program will empower administrative healthcare professionals with skills to significantly improve the quality of interactions with patients. This will lead to highly satisfied patients and an improved healthcare environment. This workshop will allow participants to practice listening, empathy and questioning techniques. Administrative professionals are often the first person a patient comes in contact with – make that first impression a great impression!

Program Objectives:

Practice effective telephone etiquette techniques
Review in-person communication & listening skills
Practice empathic & caring behaviors
Describe strategies for gathering information from patients
Review self-care techniques

Program Outline

Effective Telephone Etiquette
- Answering the phone in a positive manner
- Taking messages appropriately
- Handling rude callers
Communication & listening skills
- Greeting patients
- Quickly establishing rapport
- Active listening skills
Empathic & caring behaviors
- The power of empathy
- Differences between empathy & sympathy
- Incorporating empathy into patient interactions
Gathering information from patients
- Effectively explaining forms
- Closed- and open-ended questions
- Handling sensitive topics
Taking care of you
- Preparing for stressful situations
- Understanding stress
- Coping with stress