What does it take to become a good Team Player


images

 

A good team player has the ability to work together with others working towards a common vision and the ability to direct individual accomplishments towards organisational objectives.

 

  1. Reliable.

A good team player is constantly reliable day in and day out, not just some of the time. They will strive to get the job done; they will have a good all round understanding of their role and will provide a consistent quality of work. A good team player will have great commitment and will develop a good honest working relationship with the members in their team as well as good communication with others within the organisation.

 

 

  1. Honest and Trustworthy.

Great team players communicate their ideas honestly and clearly and respect the views and opinions of others in the team. Clear, effective communication done constructively and respectfully is the key to getting heard. A good team player will be valued within the team.

 

 

  1. Meets Deadlines.

While getting the work done and doing their share a good team player will know that taking risks, stepping outside their comfort zones, and coming up with creative ideas is what it will take to get ahead. Taking on more responsibilities and extra initiative sets them apart from others on the team. Ensures that the team meets deadlines set by the organisation.

 

 

  1. Adapts quickly.

Good team players sideline and see change, adapt to changing situations and often drive positive change themselves and will strive to encourage change with fellow team members.

 

 

  1. Appreciates other’s work styles.

A good team player takes the time to make positive relationships with other team members a priority and display a genuine passion and commitment toward their team. They come to work with the commitment of giving it 110% and often will expect others on the team to do the same. A good team player will work well with others strengths and support those that have weaknesses. They will value other team members and their experience.

 

  1. Works well within the team.

To be a good team player, you don’t have to be extroverted or indulge in self-promotion. A good team player will be an active participant and do more than their job title states. Put the team’s objectives above theirs and take the initiative to get things done without waiting to be asked. A good team player will always be valued within the team. In return they will build positive perception, gain more visibility, and develop influential connections to get ahead in their career.

 

and remember…………..

Always treat someone in the way you would want to be treated. 

 

© 2011-2017 Reception Training all rights reserved
Advertisements

Receptionists Dealing with Unhappy Patients/Customers


uiI am delighted to say that I have a lot of viewings on my blog on a daily basis. And I can see what searches that people are putting in that direct them to my site. It saddens me to see that a lot of searches are looking for solutions to deal with unhappy patients/customers. Some of the searches recently have included:

  • What to do in a difficult situation at Reception
  • Situation dealing with a difficult patient at Reception
  • Dealing with difficult patients
  • Receptionist’s bad attitude
  • Patients being rude to staff
  • Receptionists being rude to patients

And there are many more similar searches on a daily basis.

So from the searches it seems that there are patients that are sometimes unhappy with the service that they are getting from the Receptionist/Practice – but also receptionists searching on how to deal with unhappy/angry/aggressive/upset patients.

Rudeness or bad behaviour is no excuse but we know that it’s going to happen at some point when you are dealing with the general public – and more so when you are dealing with people who perhaps might have medical conditions that could heighten their concerns.

For the receptionist dealing with unhappy patients can be upsetting especially if they are made to feel that the complaint is directed at them personally. Often the patient might be right in their complaint and the receptionist might not be trained in dealing with the complaint in a satisfactory way which will only lead to more frustration on the patient’s part.

If you have an unhappy patient some tips on how to deal with it might just avoid the complaint going further, and for you the Receptionist being possibly left feeling that you were not in control of the situation and therefore not coming to a solution whereby the patient has left the surgery satisfied that their concerns have been dealt with.

Step 1.

Once you are aware the patient is unhappy prepare to deal with it. Remain calm, although it’s often hard when someone is being rude to you or perhaps shouting.

It is hard to maintain a good rage when you are faced with someone (the receptionist) remains polite, calm and reasonable. Don’t be “sickly-sweet” that often can come across as patronising – but be genuinely nice. By doing this it often will solve a bad situation very quickly.

Let the patient have their say – let them know that you are listening to what they are saying. Offer calming phrases like “I understand”, “That must be so frustrating” and “let me see what I can do to help you” These few short phrases can often solve a difficult situation at this point. The patient feels heard and understood.

Step 2

Be patient and empathetic – but, be firm. Know where to draw the line. If someone is being irate and perhaps aggressive and it’s clear that you are not getting anywhere with them you need to politely but firmly let them know this is unacceptable. If the person perhaps swears politely ask them not to swear (it’s amazing how many people do not realise they have even swore and will apologise for this) if they continue to swear you have every right to ask them again not to swear and if they still take no notice you should have the right to tell them if they do not conduct themselves in a more professional manner you will not be able to help them any further – if the patient is on the telephone you can tell them that if they continue to swear you will hang up.

Some people use anger as a way to get their own way simply by beating their opponents into submission. Make it clear that they will not achieve anything by doing this.

If you ever feel that you are not in control of the situation ask for assistance from another member of your team.

Step 3

DO NOT argue back. By holding your ground you are the better person, although you might feel angry at the way you are being spoken to. If you feel the situation is getting out of hand and you cannot deal with it any longer then walk away. Ask the patient to wait while you get someone from your team to help with their query. Do not be afraid to remove yourself from the situation if you feel that you are not in control. Dont let it get out of control.

If you are dealing with this on the telephone you could perhaps suggest that you will call them back and seek advice from another member of your team. If you feel that you are unable to deal with the return call ask someone else to phone the person back – but make sure you give them the details on what has gone on so far.

Give the caller an estimated time that you will call back – ie 10 minutes. Do not end the call with “someone will call you back”. And if you say someone will call back in 10 minutes make sure they do.

If you are at the front desk and feel that the situation is getting out of hand try to guide the person away from the desk. Perhaps ask them to one side of the Reception area. The last thing you want is for someone to cause a scene in front of other patients including young children. Even away from the telephones as the last thing you want is people hearing such on the end of a telephone.

Often a person making a complaint liked to have an audience – don’t let that happen.

Step 4

Try to respect the person making the complaint. This is easier said than done when someone is in front of you or on the telephone throwing a temper tantrum. But by talking down to someone or arguing back to someone who is already upset will only upset them more and make the situation even worse.

Step 5

Try to remember that people act in various different ways when they are upset, worried or in pain. It is not an excuse by any means but it does happen. Try to put yourself in the person’s shoes – if it were happening to you how would you like the situation to be dealt with? Deal with the situation to the best of your ability, apologise to the person that they are upset, and often when the problem has been solved they will more often than not apologise for their outburst.

And of course sometimes the patients are right in their concerns or complaint, not their outburst but they might have a complaint that is justified. This does have to be dealt with regardless to their outburst.

My advice if you deal with such an incident that you make some record of it once the patient has walked away or ended the call. This is to safeguard yourself that you have done everything in your power to solve the situation. I suggest that you put this in writing if in the event the complaint goes any further. Always cover yourself as a Receptionist wherever possible.

I suggest the following The Incident Report Form http://wp.me/p1zPRQ-6o

Treat people as you would like to be treated and you cannot go far wrong.

 

Employers – Please Give A Thought To Those That Apply For Your Jobs


I was on twitter this morning and read this message that was posted from a friend. It said:
“Well I guess it’s a day of trawling job websites and applying for jobs I’d prob not even hear back from!!”


I know exactly how they feel.  And how many more people out there feel exactly the same.
What does sadden me is the amount of employers that just don’t get back to you once you have sent in your CV. Do they not realise the stress that it causes – waiting on the post daily, checking your emails umpteen times a day – you can’t put closure on a job application until you know either way – either you have an interview or you don’t.
I have worked in HR and I know the amount of applications that you can get on a daily basis when you advertise a new post. BUT I always replied to every single person that applied. My motto is :
  Always treat people in the way that you would want to be treated – with Respect!

These days all its costs is a bit of time – and can also save time in the long run. Most people apply by e-mail or if they send in their CV they have an email address added.
So, PLEASE employers why don’t you just sent a basic “thank you” reply to the email address a few simple lines and just say thank you for your CV – if you have not heard from us within a month you have been unsuccessful at this time.

       Job done!

Then the people at the other end of the email can put that one aside knowing that

a)      You actually received the email / CV in the post
b)      That is has been seen and dealt with
c)       If they do not hear anything within a month it’s time to let that one go and put it                    behind them.
I have seen recently for myself how such a mess it can become and how easily it could have been avoided.
A company that I worked for recently had a large volume of CV’s coming in on a daily basis. Some days there could be over 100 – it was a new company and there were several positions being advertised.
The CV’s would come in via email, the daily post and people were coming in with them in person. They were all kept and given to HR – whom I might add was pretty rushed off their feet at this time. But the CV’s were just not being dealt with any particular order. Of course they were being looked at – and those that were suitable were being called in for interview.

It was those that were not suitable that was just left – until the applicants were either sending them in again via email – or posting them in and saying that they had already sent them in via email and wondered if they had been received  – or those that had sent them in by post where now sending them in my email. Can you see the mess it was all getting in?

Then the phone started to go mad – applicants were phoning asking if we had received their CV as they had not heard anything – this took time to sort out – trawling through CV’s to find their one. Or because there were so many we were actually asking them to re send them again – so the CV’s just grew and grew and grew.
What would be the best solution?  Simple – as each and every CV came through the door, or via email it should have had some sort of response. Politely explaining that it was very busy – and we would be in touch if their application was successful. If they had not heard within a month then they had not been successful.
How easy would that have been? And I know it would have taken up a lot less time in the long run.
Result = people would have been informed what was going on. HR would have not had so many duplicate CV’s coming through and the best one of all the company would have gained a good reputation for being on the ball and getting back to people.
So anyone out there that is in charge of job application – PLEASE think of the people who are applying. Don’t have them waiting for fresh air!

Your company can often be judged by the way you treat people. Ignoring applicants can often lead to a bad impression. Give your company the right impression and acknowledge the people who have taken time to show an interest.