DELIVERING W.O.W. SERVICE: PEOPLE WILL FORGET EVERYTHING…EXCEPT HOW YOU MADE THEM FEEL
AND
COMMUNICATION SOLUTIONS: ATTITUDES, BREAKDOWNS & CONFLICT RESOLUTIONS
PRESENTED BY JUDY KAY MAUSOLF
FRIDAY, MARCH 31, 2023
8:30AM - 3:30PM
CATEGORY 3 - 6 CE POINTS
DELIVERING W.O.W. SERVICE: PEOPLE WILL FORGET EVERYTHING…EXCEPT HOW YOU MADE THEM FEEL
MORNING SESSION
Course Outline:
Research shows that practices that build their office environment around serving the patient own and dominate the market. Customer service is often confusing, complex and vague! “I’m satisfied” means nothing in today’s world. Set yourself apart from your colleagues: differentiate why you and your office and not the office down the street!
Learn principles for strengthening communication skills, practice brand, and service standards. Illuminate the patient decision-making processes to create lasting impressions and exceptional experiences. Inspire the enter team to deliver W.O.W. service with more passion and focus!
Learning Objectives:
By the end of the course the clinician will be able to:
- Understand W.O.W. Patient Philosophy;
- Illuminate a W.O.W. Decision-Making Process;
- Learn techniques to make W.O.W. Impressions;
- Recognize essentials of W.O.W. Branding;
- Identify how to spot opportunities that create W.O.W. Touch Points; and
- Understand W.O.W. Service Standards Concepts
COMMUNICATION SOLUTIONS: ATTITUDES, BREAKDOWNS & CONFLICT RESOLUTIONS
AFTERNOON SESSION
Course Outline:
Discover how to elevate your communication to a level that inspires open communication, prevents breakdowns, resolves conflict and builds trust and respect resulting in high performing team and patient relationships!
Learn the skills to communicate positively and effectively with different and even difficult personalities. Discover formats to hold positive, effective and efficient huddles and team meetings. Transform attitudes from toxic to tremendous and create a positive environment where everyone looks forward to coming to the office. Judy Kay, communications expert, will share how you can elevate the level of communication in your life!
Learning Objectives:
By the end of the course the clinician will be able to:
- Learn verbal skills to communicate effectively with difficult and different personalities;
- Learn steps to address and resolve conflict;
- Establish protocols that eliminate gossip;
- Identify behaviours that elevate trust and respect;
- Discover methods that turn toxic attitudes to tremendous;
- Determine behaviours that inspire a culture of appreciation and celebration; and
- Learn fundamentals for effective huddles and team meetings.
Biography:
Judy Kay Mausolf is a speaker, author and dental culture specialist with expertise in helping others get happier and more successful! She coaches dentists and their teams how to become better leaders, communicate effectively, work together better and deliver service with more focus and passion which result in cultivating a happier, healthier and higher performing culture.
She is Past President of National Speakers Association (Minnesota Chapter), Director of Sponsoring Partners for the Speaking Consulting Network and a member of the National Speakers Association and Academy of Dental Management Consultants and recognized as a leader in consulting by Dentistry Today. She is author of three books; “TA-DAH, Delivering W.O.W. Service, and “Rise & Shine!”, and a contributing author for many dental magazines. She also publishes a monthly newsletter entitled “Show Your Shine”.
Judy Kay lives in MN with her awesome husband Steve who makes her special coffee every morning and Zoe…it’s all about me, 7 pound Yorkie!
Requests for refunds will be accepted until Friday, March 24, 2023 after which no refunds will be issued.
Delivering W.O.W. Service: People Will Forget Everything…Except How you Made them Feel AND Communication Solutions: Attitudes, Breakdowns & Conflict Resolutions
- March 31, 2023
-
Ottawa Conference and Event Centre
200 Coventry Road
Canada
K1K 4S3
