Based on the world famous Thomas-Kilmann Conflict Mode Instrument, this program offers proven methods for recognizing and resolving conflict. Viewers will learn: proven methods for recognizing conflict, the five most valuable methods of conflict resolution, the two basic dimensions of human behavior in conflict situations, how to take responsibility for conflict and its resolution.
Updated version shows that everyone employed in a medical office, hospital or clinic can make a difference in improving customer service.
The story follows a man and his dog who go out for a walk one day and end up needing medical attention - fast. Man goes to his healthcare provider, dog goes to the vet, but one patient ends up with a far better experience. Here's a hint: It's not the man.
It's a dog world shows: the patient experience from the patient's point of view, easy ways to reassure people at critical points in their medical journey, the importance of respecting the patient's time, feelings and dignity, how an unprofessional manner erodes patient trust, why follow-through is so important, the fundamentals of patient-centered care.
DVD contents: It's a dog's world, 2nd ed., including chapter selections -- It's a dog's world, 1st ed.