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Konfliktgespräche in der Apotheke
- Narrado por: Karin Diesner
- Duración: 1 h y 9 m
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Konfliktgespräche in der Apotheke
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Resumen del Editor
Konflikte meistern mit Fingerspitzengefühl.
Hören Sie, wie Sie auch schwierige Kunden in der Apotheke erfolgreich beraten können! Typische Konfliktsituationen und Fallstricke in der Apotheke werden analysiert und Verbesserungen aufgezeigt:
Mit drei Grundregeln kritische Situationen erfolgreich meistern, Konfliktpotenziale frühzeitig erkennen und vermeiden.
Sicher und kompetent: Ob am Telefon oder im HV Diskussionen mit schwierigen Kunden? Für Sie ab jetzt kein Problem mehr!
Hörprobe (7 Min.)Sie hören Ausschnitte aus den Grundregeln der Kommunikation (Track 1), Konfliktvermeidung bei Nachlieferung (Track 6) und Arzneimittelabgabe bei Rabattverträgen (Track 7).
Lernen + Punkten - sammeln Sie einen Fortbildungspunkt! Sie möchten online "Punkte sammeln"? Hier geht es direkt zum Lernen und Punkten.
Inhalt
- Grundregeln der Kommunikation,
- Verschreibungspflichtiges Arzneimittel ohne Rezept,
- Analyse des Gesprächs mit Prof. Bräunig,
- Telefonat mit einer Arztpraxis,
- Ein Arzneimittel ist nicht lieferbar,
- Konfliktvermeidung bei Nachlieferung,
- Arzneimittelabgabe bei Rabattverträgen,
- Rückgabe von Arzneimitteln,
- PKA füllt im HV auf,
- Strategien bei Preisdiskussionen,
- Stammkunde - Rabatte - Kundenkarte,
- Kommunikation mit einem unentschlossenen Kunden,
- Worst case: Abgabe eines falschen Arzneimittels.
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