1. RAPID SUCCESS TICKET TO CSA Dr Hema xoxo www.CSASmartGroup.com

2. 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

3. Right Mindset – Difficult case

7. SUCCESS IS A CHOICE. WHAT WILL YOU CHOOSE? Right Mindset

10. Right Mindset - SUCCESS IS A CHOICE. WHAT WILL YOU CHOOSE?

11. I BELIEVE YOURight Mindset - SUCCESS IS A CHOICE I BELIEVE YOU

12. Module TWO Difficult Patients!

13. Module TWO Difficult Patients!

14. Module TWO Difficult Patients!

15. Module TWODifficult Patients

16. Secret Sauce Spotlight technique Priming Phrases prior to NO Three Archetypes Blue print with exact scripts Module TWODifficult Patients

20. Remember SAALT Take Difficult patients with a pinch of SAALT Smile Module TWO - Difficult Patients My Secret Sauce

21. Module TWO - Difficult Patients My Secret Sauce - Smile

22. 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 Patients My Secret Sauce

23. USE the Power of POSITIVITY Lots of Certainly, YES, Of Course, Thanks… Be Enthusiastic and Helpful Try to Avoid BUT Module TWO - Difficult PatientsPriming Phrases prior to NO

25. Patient with a demand Angry Patient Patient with unrealistic expectations Module TWO - Difficult Patients 3 archetypes

26. Patient with a demand I need some Sleeping pills/ sick note, Doc Need Antibiotic for my child, Doc Angry Patient Ive 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 Patients 3 archetypes

27. Module TWO - Angry Patient

29. Ive 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 TWO Angry Patient

30. Ive 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 TWO Angry Patient

31. Ive 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 TWO Angry Patient

32. Module TWO Patient with unrealistic expectations

33. Module TWO - Difficult Patients Body & Language & Voice

37. 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 Patients Body & Language & Voice

38. Module TWO - Difficult Patients

39. Coffee Time

40. ALL THE BEST