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IDENTIFYING COMPETITIVE
LEADERSHIP SKILLS THAT WORK
YOU WANT ME TO DO WHAT!!?
IDENTIFYING COMPETITIVE
LEADERSHIP SKILLS THAT WORK
COMPETITIVE LEADERSHIP PROVIDES
The highest quality of professional
skills, services, medications, therapy
and medical equipment at the lowest
possible fee in a timely responsible
manner…while stimulating work force
morale.
HOW TO BE A COMPETITIVE
WINNER
____________________
What is your
profession/business?
LEADING
LEADING – Visionary thinking
LEADING
LEADING – Visionary thinking
Global thinking
LEADING
LEADING – Visionary thinking
Global thinking
Long range thinking
LEADING
LEADING – Visionary thinking
Global thinking
Long range thinking
Influencing others
Vision is the key
Share your visions
Set up goals and objectives
Remove fear of the unknown
Remove fear of failure
Stay focused
Vision is the key
Allow time for creativity
Allow people time to explore
Plan for success…and failure
Invest in employee training
COMPETITIVE LEADERSHIP
Doing 3 or 4 things
better than competitors
FORCES ACTING ON
YOUR SUCCESS ... OR
FAILURE
____________________
 Competition
 Patients' needs and expectations
 Regulations
FORCES ACTING ON
YOUR SUCCESS ... OR
FAILURE
____________________
 Technology
 Financial trends
 Investment risks
 Own desires
In most cases, your competition has Same equipment
Same strategies
Same patient channels
Competitive medical services that can be
duplicated
What’s the difference?
Your ability to –
Organize
What’s the difference?
Your ability to –
Organize
Communicate
What’s the difference?
Your ability to –
Organize
Communicate
Encourage
What’s the difference?
Your ability to –
Organize
Communicate
Encourage
Teach
What’s the difference?
Your ability to –
Organize
Communicate
Encourage
Teach
Influence
What’s the difference?
Your ability to –
Organize
Communicate
Encourage
Teach
Influence
Energize your workforce
What’s the difference?
Your ability to –
Organize
Communicate
Encourage
Teach
Influence
Energize your workforce
Create loyal patient relationships
Ways to compete with services
-----------------------------------------
 Better quality/longer lasting
 Rarer
 Safer to use
Ways to compete with services
-----------------------------------------
 More efficient
 More effective
 More modern
Ways to compete with services
-----------------------------------------
 Better patient relationships
 More favorable hours of operation
 Faster patient treatment and wait
times
Ways to compete with services
-----------------------------------------
 Look and act professional
 All employees knowledgeable
 Uniforms
Ways to compete with business
-----------------------------------------
 Frills or no frills deals
 Wider professional services range
 Better payment options
Ways to compete with business
-----------------------------------------
 Better location
 More pleasant premises
 Better outdoor image
 Being charitable
Don’t attack your competition!
Work on your own company
reputation.
What do you want
your image to be as a
professional service
provider?
Don’t rush toward short term financial
gains.
This leads to –
Low employee morale
Predatory financial practices
A lowering of company reputation
FIRST IMPRESSIONS
HOW MANY HAVE A
TELEPHONE MENU
SYSTEM?
FIRST IMPRESSIONS
GET RID OF IT !!!!!!
Image Strategy Elements
Advertising
Marketing
Communications
Publicity
Location
Fees
Rehabilitation Service
Positioning
LASTING IMPRESSIONS
Quality
Reliability
Convenience
Functionality
Service
Timeliness
Patient/Employee Relations
AVENUES TO IMPROVE
IMAGE
Company Logo
Web Site
Business Cards
Letterhead
Billing
Special Services
Employee Attitude
Phone Service
Dress Code
Business Hours
Location
Parking
Disney Model
______________________________
Job description and
purpose are different
Purpose is more important
Disney Model
______________________________
What is your purpose?
FOCUS ON...
HOW TO HELP YOUR
PATIENTS HAVE HEALTHIER
AND HAPPIER LIVES
What you are providing…
Relationships
Become absorbed in your
patients’ problems and
opportunities
CREATING DELIGHTED PATIENTS
______________________________________________
Create a treasure hunt on
your website.
Patient Satisfaction
______________________________
* Focus on the second visit.
Patient Satisfaction
______________________________
* Focus on the second visit.
* Follow up within a week.
Discover your patients’
lifestyles and family
interests …talk to them.
Then, communicate
these to your team.
Then ask your team…
“What did you like in the
way you dealt with the
patients?”
Services Offered
Define your services?
Which ones are used
most? Least?
Have each employee list
who your patients are…
then list who are your
potential patients.
The goal is…
Extraordinary Service.
Profitability is an outcome.
Apologize, don’t argue.
What if you made a
mistake or didn’t
communicate well?
Fix everything two ways.
a. Immediate solution.
Fix everything two ways.
b. Preventive solution.
Enforce high standards of
appearance and professionalism
Train employees how to
interact with patients.
IMPORTANT KEYS TO
EFFECTIVE LEADERSHIP
1. TRUST AND CONFIDENCE
2. EFFECTIVE COMMUNICATIONS
3. HELP EMPLOYEES UNDERSTAND
YOUR PROVIDERS BUSINESS
STRATEGY
SHOW THEM THE ORGANIZATION’S
BUSINESS STATISTICS ON A
REGULAR BASIS.
IMPORTANT KEYS TO
EFFECTIVE LEADERSHIP
SHOW EMPLOYEES HOW EACH
ONE CONTRIBUTES TO THE
BUSINESS SUCCESS AND PATIENT
DELIGHT.
IMPORTANT KEYS TO
EFFECTIVE LEADERSHIP
SHARE YOUR VISION AND LONG
GOALS TO ALL EMPLOYEES
Your Mission Statement
Don’t have one!?
Your Mission Statement is a critical
element to your success
Mission Statement
Start with input from all employees.
What is your business about?
What are your business goals?
What relationships do you want to have
with your patients?
Mission Statement
To provide superior quality
healthcare services where patients
recommend to family and friends,
physicians prefer for their patients,
and employees are proud of.
Mission Statement
Our mission is to create a world-class organization
that sets the standard of excellence in the treatment
of specialty behavioral health and addiction
disorders.
To our clients, we are committed to the creation of
behavioral health centers where people receive
individualized and quality care that enables them to
regain hope in a supportive, caring environment.
To our employees, we are committed to offering an
enviable internal culture and environment that
encourages and supports both professional and
personal growth that you are proud of.
COMPETITIVE LEADERSHIP IS ...
Creating visions
COMPETITIVE LEADERSHIP IS ...
Creating visions
Planning
COMPETITIVE LEADERSHIP IS ...
Creating visions
Planning
Motivating
COMPETITIVE LEADERSHIP IS ...
Creating visions
Planning
Motivating
Reviewing progress
COMPETITIVE LEADERSHIP IS ...
Creating visions
Planning
Motivating
Reviewing progress
Being different, substantially different
COMPETITIVE LEADERSHIP IS ...
Creating visions
Planning
Motivating
Reviewing progress
Being different, substantially different
Taking intelligent risks
THE CHALLENGE….
Develop self-managed,
patient focused teams…
in a self-motivated work
environment.
Vision is Everything
It starts within…with
commitment, passion,
desire
Your past and history is
key in shaping your
vision.
Pick a number…
Then go for it!
Striving for Excellence
Going Beyond Survival
THESE ARE SOME COMPETITIVE
LEADERSHIP SKILLS THAT WORK