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