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Technology is taking us over – and as a result, we are losing the art and skill of effective interpersonal communication. We are in a “high touch” service business where patient and customer satisfaction are more about how we made them “feel” rather than the skill at which we provided our care or service. This eye opening session will help you re-focus your attention (and your staff’s attention) on the critical importance of “what we say and how we say it” when interacting with patient’s and customers – especially in those critical first seconds of the encounter. We’ll give you 10 phrases that you can give to your staff at all levels of the organization to help them become better communicators and improve patient and customer satisfaction.