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Creating “Magical Moments” with Positive Phrases for Health Care Professionals

Structure Duration One day
Time 9am - 5pm
Commencement Date 30 Nov 2018
14 Dec 2018

COURSE FEE (NON-MEMBER): S$513.60* (including 7% GST)

COURSE FEE (MEMBER): S$436.56* (including 7% GST)
* Members enjoy a 15% discount before GST
* Group Discount (3 or more participants) - 10%


SkillsFuture Credit
(Individual Singaporean aged 25 and above)
Pre-approved SkillsFuture funding of S$500.00
Click HERE for more info on SkillsFuture.


You have waited longer than usual to see the doctor today.  When you approach the Patient Relations Officer to enquire as to why it is taking so long… she replies “Sir, you have no choice but to wait like everyone else.” There could be many possibilities for the delay; the doctor could be delayed during his morning rounds in the hospital and this has delayed his seeing his patients in the clinic; some earlier patients may need a longer time with the doctor; he could be called away due to an emergency etc.

There’s no attempt by the Patient Relations Officer to find out the causes for the delay or explain possible scenarios which could cause the delay or simply be more pleasant in her reply. Would you prefer it said as “Sir, please allow me to find out.  Could I have the name of the doctor you are seeing and which Room Number?”

An emphatic, patient-centric reply could be “Sir, thank you for your patience. There could be a possibility that the doctor was delayed during his morning rounds in the hospital, sometimes this happens.  Thank you again for waiting.”

There are ways to communicate unpleasant information in a more palatable manner.   Could we, as hospital care professionals, convey information to patients in a more empathic way? 

This workshop will provide hospital care professionals with solutions in communicating better verbally with their patients and colleagues through better choices of words or phrases in their face-to-face or telephone situations.

Note:  The intention of this workshop is to share customer friendly phrases for handling situations better and not to teach English.

  Key Takeaways

This practical workshop will help hospital care professionals to:

• Recognise the differences between negative phrases, positive phrases and neutral phrases in customer situations.

• Apply a list of customer friendly/patient-centric phrases for their daily customer interactions including challenging situations.

• Analyse the common service phrases they use and find customer friendly/patient-centric alternatives

• Identify what not to say in customer situations

• Apply effective customer friendly/patient-centric phrases during the hands-on applications on case studies provided

• Provide solutions to their own unique customer situations with customer friendly/patient-centric phrases

Note:  Customers in the health care context refers to both patients and health  care professionals

  Who Should Attend

Health care professionals who would like to find a better way to communicate verbally with customers in their face-to-face or over the telephone situations.

  Programme Outline

Introduction of Workshop Objectives & Outline

Customer Friendly Phrases vs Negative Phrases
- Change Your Words.  Change Your World. The difference that words make.
- Did you “Say it Right”?  A personal assessment of what you say.  How do you rate?
- Why the need for Customer Friendly Phrases?
- Activity M.A.D. (Make A Difference) Words
- Tragic Words & Phrases: What not to say to customers
- “Turn off” language
- “Forbidden” phrases

Phrase Diagnostics
- Diagnosis of common phrases used in face-to-face customer interactions

Handling Verbally Abusive Customers
- What to say when the customer becomes verbally/physically abusive

Customer Friendly, helpful phrases to use
- Handling some common customer situations

Skills Practices
Applications of customer friendly phrases learned in the following case studies:
1) When you have to say NO to a customer
2) When you do not have the solution(s) to what the customer wants
3) When handling various telephone interactions
4) When you are new or don’t know the information requested by the customer
5) When your company policies stops you from helping the customer
6) When you are faced with a customer using abusive language
       ….. and many other case studies

• Opportunities will be provided for participants to find solutions to their own unique customer situations during the workshop

Workshop Close
• Summary of Learning
Hands-On Applications



This interactive workshop will be conducted with a good blend of short lectures,  group discussions, interactive activities and lots of hands-on case studies applications. Participants are encouraged to bring their real-life customer related situations as case studies for discussion and resolution.

  Programme Trainer

Grace is a highly dynamic and enthusiastic trainer/facilitator and consultant. She has been in the training and development profession for over 37 years with more than 27 years’ experience in consulting, designing, developing and delivering training workshops.  She has delivered training workshops to over 10,000 participants and has received excellent ratings.

She has a passion for the training and development of people and is a firm believer in the enhancement of human capital and life-long learning. Her unique and effective style of communication and her flair in bringing complicated concepts across effectively have greatly helped executives & employees in this region in their work performance.

Her last position was that of Training Manager of the Call Centre for the largest local bank. She was responsible for building the training and development plans for over 300 staff in the Centre. Over the years, she has held responsibilities in areas of learning and development including managing the training function, consulting with organisations, designing, consulting, developing and facilitating training workshops in the areas of:
• customer service
• telephone communication skills
• communication skills
• team building
• personal effectiveness
• business manners & social etiquette
• western dining etiquette
• train-the-trainers
• DISC Personality Profiling
• Multiple Intelligences Profiling

She graduated from The George Washington University, Washington D.C., USA with the Masters of Arts in Education and Human Development. Her first degree is from the University of Melbourne, Australia which she graduated with the Bachelor of Education and Training (HRD). She also has the Diploma in Training and Development with the Singapore Institute of Management graduating in the top 5% of her cohort. She is a certified behavioural consultant for the DISC Personality System and has also acquired the designation of Advanced Certified Behavioural Coach to her credentials. She is Advanced Certificate in Training & Assessment (ACTA) trained. She is a Certified Trainer for the “Certified Service Professional” Programme by Singapore Workforce Development Agency.  Her professional alignments are with the Institute of Technical Education where she trains the Train-the-Trainers Programme.  She was the key trainer for the banking sector for the Development Workshop for Service Skills for Award nominees of the Excellent Service Award (EXSA); 2012 to 2014.   She is also an Associate Lecturer with Republic Polytechnic, School of Hospitality since 2009.


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