1. 1 HR Training & Development | BRITE Training Training & Development Programs Presented by Reg Randles, MOL Lead Training Specialist

2. 2 HR Training & Development | BRITE Training The Programs  Understanding Difficult Situations  Preventing difficult situations.  Perceptions.  Emotional Triggers  Emotional triggers exercise.  Bait Concept.  Techniques to stay calm.  Service Strategies  L.A.S.T.  Dangerous Situations  Abuse vs. Dangerous.

3. 3 HR Training & Development | BRITE Training Introduction to Insurance Payors  The Big Picture  History of managed care.  Managed care terms.  Manage Care Plans  HMO.  PPO/EPO.  POS/PLUS.  Medical Groups  Who’s the payor?  Medicare 101  Part A, B, C, & D.  Medigap.

4. 4 HR Training & Development | BRITE Training Putting CICARE Into Action  What Do Our Customers Want?  Who are our customers.  What they told us.  Six Fundamentals of Customer Communication  Making a Connection – Fast!  Connect in 90-seconds or less.  CICARE Assessment Tool  PCATs.

5. 5 HR Training & Development | BRITE Training Presentation Skills  Delivery Methods  Adult Learning Principles.  Delivery Techniques.  Preparation  Presentation techniques.  Communication techniques.  Facilitation Management  Learning Pathway  Presentations

6. 6 HR Training & Development | BRITE Training Techniques For Effective Communication By Telephone and Email  The Power of the Spoken Word  How we communicate.  Five voice qualities.  Controlling The Call  Active listening.  Back on-track questions.  Abusive Callers  Abusive Behavior.  Assertive limit-setting and enforcement.

7. 7 HR Training & Development | BRITE Training Excelling In A Changing Environment  The Change Cycle  Why so much change?  Five stages of change.  Three Typical Attitudes  Advocate.  Ambivalent.  Critic.  Change Cycle – Resistance  Self Assessment.  The F.A.C.E. Model  Develop your model.

8. 8 HR Training & Development | BRITE Training Leadership Programs

9. 9 HR Training & Development | BRITE Training Generations in the Workplace

10. 10 HR Training & Development | BRITE Training Crucial Conversations

11. 11 HR Training & Development | BRITE Training Myers-Briggs Type Indicator

12. 12 HR Training & Development | BRITE Training Training & Development Programs Presented by Reg Randles, MOL Lead Training Specialist