Course Description
In this dynamic and action-packed series, Mike teaches the essential elements of how to craft a culture of care within your clinic. By explaining the journey our perspective takes us on, he covers the basics of effective communication with humour and grace. He explores the importance of expectations and reality, and shows how, by understanding core human needs, you can offer a better customer experience. He then shifts the focus to internal culture – using tried and true methodology, he shows how teams can work together seamlessly. Mike demonstrates how, with a cohesive and inclusive team culture, results can be achieved that are far greater than the sum of their parts. Finally, in the memorably named Avoiding Bitten Apples module, he takes a deep dive into personal responsibility as an integral part of creating an exceptional customer experience.
Course Modules
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1. The Seven C’s of Effective Communication
Mike outlines how effective communication is completely dependent on understanding perspectives. This base knowledge then forms the springboard to understanding the seven tenets of effective communication.15 mins
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2. Happiness Formula – the Importance of Expectations and Reality
Mike explains how to meet patient’s expectations and give them a fantastic patient experience by understanding the six core human needs.15 mins
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3. Pulling Together - Personal Ownership in a Unified team
Mike gently encourages you to take a bird’s eye view of your internal culture and goes over the 5 core elements of high performing teams. He covers off the famous “Living above the line” concept with empathy and humour.15 mins
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4. Internal and External Clients - How to Setup Your Team to Succeed
In this module, Mike outlines ways to create a seamless culture that shuns hierarchy – a culture that fixes problems by embracing individual ownership.15 mins
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5. Avoiding Bitten Apples
An engaging and whimsical story underpins an important message from Mike – personal responsibility and making a difference by one is the overarching theme of this module.15 mins
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Course Completion Certificate
Once you have completed the course requirements, your printable completion certificate will be downloadable here.
