Inside Aesthetics Ep 79 The Art of Communicating with Our Patients | Grazina Fechner
Episode 79 hosts Grazina Fechner (Media Expert from Sydney, Australia)
We drill down into developing a rapport with our patients and learn that excellent communication is the key to the elusive 'X factor' that some injectors just seem to have.
0:00 Introduction 1:03 Meet Grazina Fechner 3:19 Communication in Clinical Practice 5:16 Personalizing Patient Interactions 9:44 Importance of First Impressions 11:56 Phone Communication and Patient Trust 14:01 Reading Patient Behavior and Body Language 16:30 Managing Nervous or Excited Patients 18:16 Communication Breakdowns With Technology 23:53 Using Confident Language With Patients 27:02 Offering Options and Setting Expectations 30:22 Managing Budget and Treatment Goals 33:44 Educating Patients on Treatment Outcomes 37:39 Setting Aftercare Expectations 41:39 Rule of Three Communication Method 45:36 Demonstrating Treatment Safety and Education 48:05 Understanding Different Patient Types 51:43 Planning Treatments Around Life Events 57:32 Structuring the Consultation Process 1:01:04 Building Rapport and Patient Trust 1:07:48 Importance of Patient Experience 1:12:19 Learning Communication Skills 1:19:56 Happiness and Workplace Culture 1:22:22 Motivation and Career Transitions 1:25:07 Finding Purpose in Work 1:30:37 Mystery Shopping Clinics 1:33:59 Improving Patient Experience Systems 1:36:53 Competitive Advantage Through Staff 1:39:25 Managing Difficult Patients 1:42:10 When to Decline Treatment Requests 1:44:30 Handling Complaints and Control Behaviors 1:48:40 Managing Team Conflict 1:53:30 Building Open Communication Culture 1:55:45 Situation Behavior Impact Framework 2:00:30 Early Conflict Resolution 2:03:05 Setting Team Expectations 2:05:40 Leadership and Clinic Culture 2:10:55 Maintaining Positive Work Environments 2:13:30 Business Philosophy and Values 2:18:00 Final Advice and Reflections 2:20:15 Wrap Up and Contact Details