1 HR Training & Development | BRITE Training Training & Development Programs Presented by Reg...

1HR Training & Development | BRITE Training

Training & Development Programs

Presented by Reg Randles, MOLLead Training Specialist


The Programs

Understanding Difficult Situations Preventing difficult situations. Perceptions.

Emotional Triggers Emotional triggers exercise. Bait Concept. Techniques to stay calm.

Service Strategies L.A.S.T.

Dangerous Situations Abuse vs. Dangerous.


Introduction to Insurance Payors

The Big PictureHistory of managed care.Managed care terms.

Manage Care PlansHMO.PPO/EPO.POS/PLUS.

Medical GroupsWho’s the payor?

Medicare 101Part A, B, C, & D.Medigap.


Putting CICARE Into Action

What Do Our Customers Want?Who are our customers.What they told us.

Six Fundamentals of Customer Communication

Making a Connection – Fast!Connect in 90-seconds or

less.

CICARE Assessment ToolPCATs.


Presentation Skills

Delivery MethodsAdult Learning Principles.Delivery Techniques.

PreparationPresentation techniques.Communication techniques.

Facilitation ManagementLearning PathwayPresentations


Techniques For Effective Communication By Telephone and Email

The Power of the Spoken WordHow we communicate.Five voice qualities.

Controlling The CallActive listening.Back on-track questions.

Abusive CallersAbusive Behavior.Assertive limit-setting and

enforcement.


Excelling In A Changing Environment

The Change CycleWhy so much change?Five stages of change.

Three Typical AttitudesAdvocate.Ambivalent.Critic.

Change Cycle – ResistanceSelf Assessment.

The F.A.C.E. ModelDevelop your model.


Leadership Programs


Generations in the Workplace


Crucial Conversations


Myers-Briggs Type Indicator


Training & Development Programs

Presented by Reg Randles, MOLLead Training Specialist

1 HR Training & Development | BRITE Training Training & Development Programs Presented by Reg...

Documents

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