Chad Schwarz President, Integrated MedReps, LLC Practice Administrator, Affiliated Foot & Ankle Center, LLP

Speech is power: speech is to persuade, to convert, to compel. It is to bring another out of his bad sense into your good sense. -Ralph Waldo Emerson

Know your equipment Turn away from distractions Have necessary resources handy Put a smile in your voice! Never eat or drink while talking Remember the 3- ring policy Identify yourself and your practice Ask how you may help

Factors which make up your best voice are: Energy Rate of Speech Pitch

Friendly Positive Uses good grammar Speaks at normal rate Uses voice inflection Manages stress well Good listening skills Empathetic

In the course of the conversation Greet Politely Enunciate clearly Use callers name Be empathetic Choose words carefully

I dont know I/we cant do that Youll have to… Just a second NO

Listen Empathize Apologize Positive Solve

Transfer only when necessary DO NOT use the word transfer Explain rationale

Agree on next step Thank the caller Leave with a positive message

Listen intently to what the patient is saying Do not interrupt Pause briefly before responding to a patients statement Use the patients name while speaking to them

7% verbal 38% tone of voice 55% non-verbal Dr. Albert Mahrabian, UCLA Communication Effectiveness consists of:

Maintain eye contact Do NOT seem rushed; Each patient is the most important in their mind Put a system in place where you are not interrupted while speaking to a patient unless absolutely necessary Maintain a good, and positive posture Concentrate on your tone of voice

Dont jump to conclusions - find out the facts Dont become defensive Assess for credibility CONTROL the conversation by relying on your policies Be friendly… but be specific

Dont take them for granted Approach them…. and question them (they probably wont freely offer any information) Make suggestions

Dont fight back Dont take things personally PAY ATTENTION: Listen BEYOND what they say Apologize if wrong Recommend solving the problem Stay calm, cool and focused Use the L.E.A.P.S Method

Dont give them any prompts that they can run with MANAGE and CONTROL the conversation with prefaces Detour them back to the reason they are speaking to you (with closed questions) Speak in the past tense

Ignore negative statements Dont be afraid to disclose your adherence to HIPPA compliance

Every single person you meet has a sign around his or her neck that says, Make me feel important. If you can do that, youll be a success, not only in business, but in life as well. - Mary Kay Ash Founder, Mary Kay Cosmetics

Chad Schwarz m "Success comes before work only in the dictionary." - Anonymous