1. Let’s have a Conversation
A Care Conversation
Leonie Price and Helen Brightman
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2. Overview 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
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3. The Why? The Aged Care world has changed
How to survive a consumer driven market?
How to take our clients off the market?
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4. What do you mean sales training?!
I’m not a salesperson
We are no longer in the business of caring
This is not what I signed up for
Sales Training ??!!!!
What do you mean sales training?!
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5. The BOOM! Proposal
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!
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6. Dare to Prepare! Preparation is an activity !
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7. “A real conversation always contains an invitation
“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 Whyte
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8. The Care Conversation Workshop
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The Care Conversation is a proactive method that consists of 7 key integrated steps
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9. Training Deliverables
Understand what business you are really in and who your clients are.
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.
Develop the skills and tools to proactively lead a Care Conversation, engage the client and inspire them to action.
Drop into ‘Share’ to deliver critical information that genuinely addresses the client's needs and aligns benefits to drivers.
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10. What does it mean to choose Benetas?
We did not remove choice
Learnt to encourage and influence our clients
What does it mean to choose Benetas?
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11. Leading the Care Conversation Workshop
Teaching our team leaders to implement and sustain the Care Conversation and integrating the Care Conversation methodology and language into our key leadership activities
Retention via consistency and repetition
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12. Our Success Significant increase in internally delivered service hours
The BOOM! notepad
“I BOOMED! a client today”
BOOM! conversations around the office
Culture Shift
Better understanding of job role in the new world
Excitement and Engagement of most staff
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13. Staying on Mission Benetas Values
…to respect, include and value older people
Benetas Values
Respect: 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 community
Community: We strive to build strong relationships and communities of interest among all stakeholders  by working together in an open, involving way
Spirit: We build a positive, energetic culture dedicated to creating fulfilling life experiences for older people
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.
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14. The Benetas Home Care Vision
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15. Thank you. Any questions?
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