Title: Fido Doesn't Have a Credit Card
|CPDT-KSA Knowledge:||1.5||CBCC-KSA Knowledge:||0|
|CPDT-KSA Skills:||0||CBCC-KSA Skills:||0|
“Fide Doesn’t Have a Credit Card” is a session on communication – and how to make sure that the staff is spot-on with their communication skills so that clients really feel like their needs are being listened to and acknowledged. The training session talks about the “culture” of a business/clinic – and how to make the communication/verbiage match an organization’s culture. The session will also look at training and information on “how” to deliver bad messages to a client so that they still having a positive experience with the clinic – and are not one of those 20% of clients who leave a clinic because of how their experience was handled with the death care process. The session can be very interactive as well, with attendees serving up communication issues they have within their clinics so that a role play scenario could provide ideas on how to navigate the communication waters. Most often, the situation of “how to handle the pricing objections on services” will come up. With this, I will provide some good, solid, applicable techniques for everyone to take back to their clinic to implement. This session can also be a bit of a “train the trainer” session, too.
Speaker(s): Coleen Ellis