You pick up the phone, and an angry attorney starts shouting about his bill or an expert witness report, or something else that has his blood boiling? How can you defuse him? How can you turn an “I lose you lose” situation into a mutual win?
This area is Steve Catchick’s specialty, and he joins us in a podcast that you’ll want to listen to and/or read more than once.
Steve uses an acronym, BREAD: Behavior, Rapport, Empathy, Assertiveness, and Detachment. He thoroughly describes each of these terms, with specific examples of how to achieve them.
470 Attorney Customer Service Challenges for LNCs – Steve Catchick
Relationship marketing is becoming an increasingly popular phrase in the business world. Steve Catchick, an expert in sales and service, expands on the meaning of this concept and focuses it on service. He defines this as 100% attention on the client. Taking it a step further, he says that everyone in the company or organization […]
451 The LNC as Mediator – Challenges and Rewards – Jaimee Gerrie
As the LNC profession matures, we are learning about increasingly varied ways in which we can practice our skills. Jaimee Gerrie, an LNC with 27 years of clinical experience, also works as a mediator in both medical and non-medical cases.Learn about The LNC as a mediator. She describes in detail the process of resolution through […]
442 How to Handle a Bullying Attorney Client – Joyce Weiss
Whether you are a clinical nurse or working as an LNC, you will inevitably experience conflict: with a doctor, an administrator, a lawyer client, or with staff. You will encounter bullying. Joyce Weiss, an expert in conflict resolution, shares some suggestions you can use right away to defuse conflict, maintain your self-esteem, and make your […]
432 Top Tips for a Successful Legal Nurse Consulting Business
This is the top most listened to podcast in 2020 and is an encore performance. What does it take to run a successful legal nurse consulting business? You have mastered the fundamentals of legal nurse consulting, and also you have gotten some cases, but you know you could be doing more to build your business […]