A Care Conversation Leonie Price and Helen Brightman The response of Benetas to the home care packages reform The design and delivery of sales training for home care staff How we stayed on mission ID: 631627
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Slide1
Let’s have a Conversation
A Care Conversation
Leonie Price and Helen BrightmanSlide2
The response of Benetas to the home care packages reform
The
design and delivery of sales training for home care staff
How we stayed “on mission” in an increasingly competitive marketplace
OverviewSlide3
The Aged Care world has changed How to survive a consumer driven market?
How to take our clients off the market?
The Why?Slide4
Sales Training ??!!!!
W
hat do you mean
sales training
?! Slide5
To empower the Benetas team with an inspiring client engagement method they can harness to enhance their individual and team sales performance.
To drive client engagement, sales process effectiveness and develop deeper client connections that inspire fierce loyalty.
… And we were Sold!
The BOOM! Proposal Slide6
Preparation is an activity !
Dare to Prepare!Slide7
“A
real conversation always contains an invitation. You are inviting another person to reveal herself or himself to you, to tell you who they are or what they
want”
David WhyteSlide8
The Care Conversation Workshop
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image here
The
Care
Conversation is a proactive method that consists of 7 key integrated steps Slide9
Understand what business you are really in and who your clients are.
Develop
the skills and tools to proactively lead a
Care
Conversation, engage the client and inspire them to
action.
Adopt Masterful Questioning and Heart Listening™ to go deeper to uncover the client’s unstated needs, triggers and drivers.
Identify a
client's
buying signals and move through their objections with
empathy.
Drop into ‘Share’ to deliver critical information that genuinely addresses the client's needs and aligns benefits to drivers.
Training DeliverablesSlide10
We did
not remove choice
Learnt to encourage and influence our clients
What does it mean to choose Benetas?Slide11
Teaching our team leaders to implement and sustain the
C
are C
onversation and integrating the Care Conversation methodology and language into our key leadership activitiesRetention via consistency and repetition
Leading the Care Conversation WorkshopSlide12
Significant increase in internally delivered service hours
BOOM! conversations around the office
Excitement and Engagement of most staff
The BOOM! notepad
“I BOOMED! a client today”
Culture Shift
Better understanding of job role in the new world
Our SuccessSlide13
We want people to have a positive and fulfilling experience, to enjoy living and have good people around them
as they age with us - we want them to live life in good company.
Staying on Mission
…to respect, include and value older people
Benetas ValuesRespect: We take the time to understand and value each person and respecting their choices
Responsibility: We act with integrity toward our clients, their families and carers, our supporters and the broader Anglican communityCommunity
: We strive to build strong relationships and communities of interest among all stakeholders by working together in an open, involving waySpirit: We build a positive, energetic culture dedicated to creating fulfilling life experiences for older peopleSlide14
The Benetas Home Care VisionSlide15
Thank you. Any questions?
15Slide16
www.benetas.com.au