Health Care
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Health Care

Leadership Development for Health Care

Fast. Dynamic. Competency-based.
Health care costs and demand for care are on a collision course, with impossible insurance payment caps, shrinking funds and patients demanding the best health care practices.
Like other organizations, health care is facing a financial and leadership crisis. Great doctors, nurses and technicians need to develop more effective business practices, and health care organizations need to compete better to increase patient/ customer satisfaction.
Both these programs have been developed and tested specifically for health care environments for frontline, mid-level and senior managers and leaders. Each engages participants in a full agenda of relevant and practical tools, exercises, examples, discussion, workbooks, video, interactive activities, case studies, experiential learning and dynamic examples that

  • Deliver ROI-based results
  • Build patient loyalty
  • Strengthen communication skills
  • Introduce tactics for results-oriented actions
  • Develop better negotiation practices
  • Create focused and enjoyable work units

The health care industry is in the midst of a profound and far-reaching transition. This turmoil and uncertainty demand strong leadership with specific skills and capabilities for effectively charting a course toward profitability. Leadership Development for Health Care is a powerful program designed to improve performance competencies. Each module is four to six hours.

Module 1: Essentials Skills for Health Care Managers (prerequisite)
Health care managers can learn to improve strategic working relationships. This module demonstrates how communication skills can build commitment to achieve critical business results. Leaders practice skills using feedback and adopting a catalyst approach that mobilizes others to take action.

Module 2: Building Consensus
This session explores the dynamics of groups reaching agreement. Learn seven techniques for making clear, high-quality decisions more efficiently and quickly. Ensure that staff members contribute to important decisions. Overcome roadblocks and increase commitment and consensus.

Module 3: Conflict Resolution
This session equips leaders to recognize the signs of conflict, to assess conflict situations, and to encourage and counsel those involved in achieving conflict resolution. This is a skill practice module that benefits everyone in the group.

Module 4: Coaching Staff
This session introduces the necessary skills so that managers can recognize and approach each coaching opportunity to achieve successful results. This skill practice module emphasizes when and how to personalize coaching, based on the situation and the person(s) involved.

Module 5: Effective Teamwork
This session helps managers focus their staff on personal, interpersonal and organizational advantages of working together. Managers understand team dynamics, improve team performance and reduce the time required for teams to develop and grow.

Modules 6 and 7: Improving Staff Performance (in Two Parts)
This session is in two parts. Part 1 equips managers with skills to help people create improvement plans, conduct effective improvement discussions, and handle challenges that may arise. Part 2 focuses on the importance of consistent follow-up coaching or reinforcement to maintain positive habits or correct work habit problems. Both parts are skill practice modules.

Module 8: Leading Staff through Change
This session addresses ways to facilitate change�introducing it, overcoming resistance to it, embracing it. Managers can help minimize the potentially negative effects of change on morale, collaboration and productivity. This skill practice module helps foster trust and teamwork during times of change.

Service Plus Health Care - Improving patient loyalty

Health care organizations need to build loyal customers, return customers, referral customers, relationship customers. Service Plus Health Care is an essential program where health care professionals, frontline managers and mid-level leaders learn the skills to ensure that patients and customers receive top quality service. The program includes eight hours of training, covering the following topics:

The Service Challenge
Through hands-on activities and discussion, participants better understand their roles as service providers.
Personal and Practical Needs.
In powerful examples, participants categorize the list of patient needs into personal and practical, and learn why they must meet both types of needs.

Keys to Service
With role play and discussion, participants identify three key principles for meeting personal needs and practice principles that are most appropriate to use in varied situations.

Steps to Service
Through a positive video model and discussion, participants learn a four-step process to meet practical needs.

Using Key Principles and Service Steps Together
By sampling many vignettes, participants analyze how to achieve the right balance that is critical to everyday service excellence.
Extraordinary Service Opportunities
By reviewing the two different types of customers, participants learn how to turn dissatisfied customers into satisfied ones.

Skill Practice
In interactive sessions, participants role play as patients and providers and practice using key principles and service steps.

Extending Your Learning
With Service Boosters (a booklet of tips, techniques and activities), participants will be able to continue maximizing skills in handling challenging service situations.