IconBg_0000s_0005_HeathCareTraining & Development Solutions for the Hospital & Healthcare Industry

Hospitals and Health care businesses have a strong focus on processes and customer relationships.

TrainSmart has extensive experience with assessing needs, designing, developing, and delivering training programs in the areas of healthcare customer service training, team building, presentation skills, technology tools, leadership, and sales for the hospital & healthcare industry.

Snippets Of Recent Projects

Customer Service & Communication Workshop

Healthcare Clinic in Worcester, MA: TrainSMART facilitated an onsite, instructor-led, tailored Customer Service Essentials and Communication workshop for a healthcare clinic team.  The audience of thirty-five supported all aspects of the clinic inclusive of dental, optical, wellness, behavioral, medical, pharmacy, and administration. The goal is to provide tools to the team that assists in improved customer service and communication for both internal and external.

Our trainer worked with the client prior to the workshop to gather examples of great and not-so-good clinic use cases which will be integrated into the interactive training. Behavioral styles included strategies to diffuse difficult situations; reasons to show empathy; and why respect in the workplace is critical to the overall health and success of the team and clinic.

The workshop topics were tailored to the clinic’s audience. The topics included:

  • Quality Customer Service
  • Reasons why Quality Service is Important
  • Customer Service Impact
  • Communications Skills
  • Communication Styles
  • Communication Etiquette
  • Four Steps to Quality Customer Service
  • Basic Problem Solving Skills
  • Strategies to Manage Challenging Customers and Diffuse
  • Strategies on how to manage your Emotions

Customer Service, Communication & Teamwork

Health Care and Medical Services Provider: TrainSMART facilitated onsite, instructor-led, tailored Customer Service Essentials / Communication / Teambuilding and Commitment workshops and consulting at our client’s site in Michigan.

The goal of the training was to create and deliver training that is standardized, repeatable, and sustainable and will shape the strategy and behaviors of how to shape the patient experience and team experience. Essentially, the client was seeking a more patient-centered, positive culture.

The workshop topics were tailored to the client’s audience. We prepared an agenda for onsite training. The topics included:

  • Four Steps to Quality Customer Service
  • Reasons why Quality Service is Important
  • Customer Service Impact: People Skills and Professionalism
  • Communications Skills & Communication Styles
  • Communication Etiquette
  • Listening Skills
  • Basic Problem Solving Skills
  • Strategies to Manage “Sticky Situations” (frustrated and anger of patients)
  • Strategies on how to manage your Emotions
  • Building a sense of WE

Customer Service, Communication, Leadership Workshop

San Jose, CA and Long Beach, CA: TrainSMART facilitated onsite, instructor-led, tailored Customer Service (A Deeper Dive), Communication Skills Expanded, and Leadership Essentials and workshop at our client’s sites in San Jose, CA.

The goal of the training is to create and deliver training that is standardized, repeatable, and sustainable and will shape the strategy and behaviors of how to shape the patient experience. Essentially, the client was seeking a more patient-centered, positive culture. The workshop topics were tailored to the client’s audience. Training sessions were two-two and one-half onsite workshop series.

Key Topics

Kick-off

  • Customer Service as defined by Satellite Health Customer Service Model
  • Create a Calm Environment
  • Open Yourself to Understanding Others
  • Need a Nonjudgmental Approach
  • Focus on the Issue
  • Look for Solutions
  • Implement Agreement
  • Continue to Communicate
  • Take Another Look

There was a basic review of the model and then it was used to go deep on the interpersonal
skills required to achieve the model.

The deep dive includes:

  • DiSC (a review)
  • Emotional Intelligence
  • Radical Candor
  • Active Listening
  • Having difficult conversations
  • Understanding your conflict management style
  • Dealing with Difficult People
  • Problem Solving/decision making
  • Understanding Implicit Bias
  • Leading a Successful Team (5 Dysfunctions of a Team)

We utilized templates, models, and assessments as a part of the workshop.

  • Relationship Building
  • How to create a relationship without “selling”
  • The key is working on a relationship when the hospital works exclusively with
    another organization.

Customer Service & Communication

Bakersfield, CA: TrainSMART facilitated on-site tailored instructor-led Customer Service Essentials and Communication workshops at our client’s Bakersfield, CA facility. The training included best practices when using a telephone, email, and personal situations.

The integration of Emotional Intelligence and Cultural Intelligence was added as a lighter touch. Prior to the workshop, we worked with the client to determine the key learning objectives and the details to support this one-day interactive workshop.

The workshop topics were tailored to the client’s audience. The topics may include:

  • Quality Customer Service
  • Reasons why Quality Service is Important
  • Customer Service Impact
  • Communications Skills
  • Communication Styles
  • Emotional Intelligence: Foundational
  • Communication Etiquette
  • Four Steps to Quality Customer Service
  • Basic Problem Solving Skills
  • Strategies to Manage Challenging Customers and Diffuse
  • Strategies on how to manage your Emotions

Professional Development Workshops We Offer

Communication Workshops

Communication WorkshopsLunch & Learn
Workshop
Half-Day
Training
Workshop
Full-Day
Training
Workshop
Multi-Day
Training
Workshop
Virtually
Facilitated
Effective Workplace Communication TrainingYESYESYESYES
Effective Presentation Skills TrainingYESYESYES
Advanced Presentation SkillsYESYES
Corporate Communication TrainingYESYESYES
Meeting Facilitation TrainingYESYES
Professional Business Writing TrainingYESYESYES
Writing For Leadership's EyesYESYESYES
Writing To Improve Your Bottom LineYESYESYES
Technical & Report Writing WorkshopYESYES
Conversation Skills Training: ConversationSMARTYESYESYESYES
Professionalism In The Workplace TrainingYESYESYESYES
Dealing with Difficult People At WorkYESYESYESYES
Building Stronger Business RelationshipsYESYESYES
Building Better Business Relationships With Emotional IntelligenceYESYESYES
Conflict Management TrainingYESYESYES
Executive Presence TrainingYESYES
People Skills For A Global Workforce - Cultural IntelligenceYESYES
Understanding Yourself - The Key To SuccessYESYESYES
Think On Your Feet: Present With Clarity & ConfidenceYESYES
Creating Winning Business Writing Through StorytellingYESYES
Email Etiquette TrainingYESYESYES
Communication & Customer Service StrategiesYESYESYESYES

Human Resources Workshops

Human ResourcesLunch & Learn WorkshopsHalf-Day
Training
Workshops
Full Day
Training
Workshops
Multi-Day
Training
Workshops
Virtually
Facilitated
EthicsYESYESYES
Workplace Violence PreventionYESYES
Behavioral Interviewing TrainingYESYES
Anti-Harassment TrainingYESYESYES
On-Target Onboarding TrainingYESYES

Leadership Workshops

Leadership WorkshopsLunch & Learn
Workshop
Half-Day
Training
Workshop
Full Day
Training
Workshop
Multi-Day
Training
Workshop
Virtually
Facilitated
Values Based Leadership YESYES
Effective Leadership TrainingYESYES
Fundamental Leadership Skills TrainingYESYES
Coaching Skills For Leaders In The WorkplaceYESYES
Influencing Workplace Culture
YESYES
Delegation Skills TrainingYESYES
Managing Employee PerformanceYESYES
Coaching For PerformanceYESYESYES
Developing Leaders TrainingYESYES
Workload ManagementYESYES
Developing Leaders Within You TrainingYESYESYES
Management Coaching TrainingYESYESYES

Management Workshops

ManagementLunch & Learn
Workshop
Half-Day
Training
Workshop
Full Day
Training
Workshop
Multi-Day
Training
Workshop
Virtually
Facilitated
Time Management TrainingYESYESYESYES
Time Management Using The DiSC Time Mastery ProfileYESYESYESYES
Getting OrganizedYESYESYESYES
Project Management TrainingYESYESYESYES
Project Management For Non-Project ManagersYESYESYESYES
Stress ManagementYESYESYESYES
Balancing Work & Family LifeYESYES
Faces of ChangeYESYES
Goal Setting That Generates SuccessYESYESYES

Customer Service Workshops

Customer Service WorkshopsLunch &
Learn
Workshops
Half-Day
Training
Workshop
Full Day
Training
Workshop
Multi-Day
Training
Workshop
Virtually
Facilitated
Customer Service Essentials: CustomerSMARTYESYESYESYES
Customer Service Excellence TrainingYESYESYESYES
Call Center Customer Service TrainingYESYESYESYES
Automotive Dealership Customer Service TrainingYESYESYESYES

Sales Workshops

Sales WorkshopsLunch &
Learn
Workshop
Half-Day
Training
Workshop
Fully Day
Training
Workshop
Multi-Day
Training
Workshop
Virtually
Facilitated
Successful Negotiation TechniquesYESYES
Effective Selling TrainingYESYES
Relationship Based Selling TrainingYESYES
Powerful Negotiation TechniquesYESYES
Consultative Selling TrainingYESYES
Sales Prospecting TrainingYESYES
Successful Selling Training
YESYES
Sales Force Management & LeadershipYESYES

Strategic Skills Workshops

Strategic SkillsLunch & Learn
Workshop
Half-Day
Training
Workshop
Full Day
Training
Workshop
Multi-Day
Training
Workshop
Virtually
Facilitated
Removing Barriers To Peak PerformanceYESYESYES
Making Change IrresistibleYESYES
Self-Directed LearningYESYES
Problem Solving TrainingYESYES
Adaptive Decision MakingYESYES
Polarity ThinkingYESYESYES
Social Media Is Changing EverythingYESYESYESYES
Strategic ThinkingYESYES
Influence Without AuthorityYESYESYESYES

Team Building Workshops

TeamsLunch & Learn
Workshop
Half-Day
Training
Workshop
Full Day
Training
Workshop
Multi-Day
Training
Workshop
Virtually
Facilitated
Working With Virtual TeamsYESYESYES
Building Successful TeamsYESYES
Developing & Managing Effective TeamsYESYES
Team Building 101YESYES
Building Teamwork & CommitmentYESYES
Five Behaviors Of A Cohesive Team YESYESYES

Training Professional Workshops

Training ProfessionalsLunch &
Learn
Half-Day
Training
Workshop
Full Day
Training
Workshop
Multi-Day
Training
Workshop
Virtually
Facilitated
Train-the-Trainer Course + CertificationYESYES
Beyond T3: Enhance Your Training & Engage Your AudienceYESYESYESYES
How To Facilitate Virtual Training WorkshopYES
How To Design & Present Technical Training WorkshopYESYESYES
Instructional Design Fundamentals TrainingYESYESYES
Advanced Instructional Design - Digging DeeperYESYESYES
Design & Present On The Job Training WorkshopYESYES
How To Use PowerPoint In TrainingYESYES
DiSC Certification TrainingYESYES
Survival Skills For A New TrainerYESYES
Training Evaluation Basics WorkshopYES
YESYES
Instructional Design: Starting With An End In MindYESYES
Designing For eLearning: Where Do I Start?YESYES
Live Online Train-the-TrainerYESYES
How To Create & Deliver Virtual TrainingYES
Train-the-Trainer: – Strategies & Tools To Foster LearningYESYES
Train-the-Trainer – Training Using Discovery and ExplorationYESYES
Return on Expectations CertificateYESYESYES

Women In Leadership Workshops

Women In LeadershipLunch & Learn WorkshopHalf-Day
Training
Workshop
Full Day
Training
Workshop
Multi-Day
Training
Workshop
Virtually
Facilitated
Influencing: Inspire Yourself & OthersYESYESYES
Embrace the Life You Want: Develop The Leader WithinYESYESYES
Smart Moves For Speaking OutYESYESYES
YESYESYES

 

TrainSmart is a certified Woman-Owned Business Enterprise (2000) and a Woman Small Business (2015).

We have approximately 300 facilitators, professional development trainers, instructional designers, and content developers strategically located in the United States and around the world.

 

Your Extra Set Of Hands Is Here To Help! Tell Us About Your Project

Ready to discuss your training and development needs? Schedule a 30-minute call, so we can learn more about each other and determine if we are a good fit. This is a no-obligation consultation. We look forward to hearing from you. Call us at 800-807-8030 or fill out the form below.