Chad Schwarz

President, Integrated MedReps, LLCPractice Administrator, Affiliated Foot & Ankle Center, LLP

chads@integratedmedreps.com

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

1. Know your equipment

2. Turn away from distractions

3. Have necessary resources handy

4. Put a smile in your voice!

4. Never eat or drink while talking

5. Remember the “3-ring” policy

6. Identify yourself and your practice

7. Ask how you may help

Factors which make up your “best” voice are:

EnergyRate of SpeechPitch

Friendly

Positive

Uses good grammar

Speaks at normal rate

Uses voice inflection

Manages stress well

Good listening skills

Empathetic

In the course of the conversationGreet PolitelyEnunciate clearlyUse caller’s nameBe empatheticChoose words carefully

“I don’t know”

“I/we can’t do that”

“You’ll 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 patient’s statement

Use the patient’s name while speaking to them

7% verbal38% tone of voice55% 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

Don’t jump to conclusions - find out the facts

Don’t become defensive

Assess for credibility

CONTROL the conversation by relying on your policies

Be friendly… but be specific

Don’t take them for granted

Approach them…. and question them (they probably won’t freely offer any information)

Make suggestions

Don’t fight back

Don’t 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

Don’t 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

Don’t 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, you’ll be a success, not only in business, but in life as well.”

- Mary Kay Ash Founder, Mary Kay Cosmetics

Chad Schwarzchads@integratedmedreps

.com

"Success comes before work only in the dictionary."

- Anonymous