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What's New
  • Our Chairman has been re-elected as the Chairman of the Asia Pacific Contact Centre Association Leaders (APCCAL) for another 2 years. APCCAL is the largest contact centre industry alliance in Asia Pacific to help members, governments, outsourcers, research firms, solution providers in enhancing their results through best practice knowledge, award recognition and various collaborative initiatives. It is estimated that through the APCCAL associations membership that they cover some 2500 organizations with about 1.5 Million.

  • Dear customer and subscribers,

    Thank you for your continuous support to HBC. In order to comply with the revised Personal Data (Privacy) Ordinance, we have recently updated the Personal Information Collection Statement. HBC is committed to protecting your personal data, we provide our Personal Information Collection Statement outlining our practices, and the choices you have, concerning how your personal data are being collected and used by us.

    Update on Personal Information Collection Statement

    The new Part VI A under the Personal Data (Privacy) (Amendment) Ordinance 2012 will take effect on 1st April 2013. Under the new regulatory regime, we are required to procure the consent of data subject for marketing purposes. However, you are kindly reminded that the new requirement will not apply to personal data which we have already had control over its use before 1st April 2013, provided that we have explicitly informed you of intention to use your personal data in marketing and we have not received your objection to our use of your personal data for direct marketing.

    We hereby inform you that we may contact you to promote our services. Unless we receive your objection, we will continue to use your personal data.

    If you choose not to receive promotional materials from us, please email us at cs@hbc.hk. No fee will be charged for this arrangement. Due to the lead time of working process, you may still receive our promotional materials for the next 14 days.

    HBC TEAM


ICLP – An international loyalty marketing firm has produced a Trend Report on Call Center in Association with HBC and APCCAL. For copies of the report, please contact ICLP directly

Crew Resource Management in Healthcare Workshop (Apr 15, 2013)

Lean Leadership Workshop (Jun 4-5, 2013)

 

Crew Resource Management In Healthcare Workshop

“Create High Reliability Care Systems in Hospitals through Effective Teamwork and Communication”

Our training is built around a key set of teamwork and communication skills that enhance team-based performance in high-risk settings. The core methodology and skill sets have been adopted from the aviation industry’s proven training methodology known as Crew Resource Management (CRM).

This workshop focuses on teaching individuals about the basic processes underlying effective teamwork and communication. This includes role clarification, goal setting, problem solving and interpersonal relations. Sessions include individual and team-based activities designed to correct, evaluate and measure communication behavior and techniques.

Our workshop is delivered through a combination of presentations, demonstration, and practice-based methods to present teamwork knowledge, skills and attitudes. Topics are reinforced with clinically relevant discussions and breakout skill development sessions. It is experiential to create positive interaction and maximum team buy-in. Participants leave the workshop with the competence needed to begin using CRM skills immediately.

Topics Covered Include:

- Human Error and Patient Safety
- Characteristics of Effective Teams
- Situational Awareness
- Debriefing Strategies
- Normalization of Deviance
- Stress and Fatigue Management

- Crew Resource Management
- Integrated Leadership Strategies
- Individual Assertiveness
- High Reliability
- Threat Management and Red Flags		 - Effective and Efficient Teamwork
- Communication Techniques
- Briefings and Checklists
- SBAR: Standardized Communication
- Critical Language

Each participant will receive a complete Crew Resource Management in Healthcare training package including:

- CRM training workbook
- Human Factors Puzzle & Communication Exercise
- iPad application on rounding

 - Three Quick Reference Hang Tags
- Certificate of Completion
- Workshop Exercise, Resource Pad and Pen
Who Should Attend:
Hospital Executives, Patient Safety Champions, Quality Directors, Managers, Leaders and Champions, Doctors and Nurses, Clinical Educators, Performance Improvement Team Leaders, Risk Managers, Simulation Leaders, Department Heads & Unit Leaders
Our Trainer:

Dr. Bill Schuler is a Director of Safer Healthcare’s training and educational services since 2004, a Master Crew Resource Management Trainer. Dr. Schuler is a retired orthopedic surgeon who specializes in Crew Resource Management education and program development. As a pilot, Dr. Schuler is uniquely qualified to address the overlap and intersection of aviation and health care safety levels and threat and error management. Dr. Schuler possesses the first hand experience needed to address hospital staff and physician issues regarding patient safety and the delivery of care in high risk settings.

Dr. Schuler has conducted grand rounds, integrated and interdisciplinary nurse and physician training workshops as well as executive leadership sessions at over 250 leading healthcare institutions. During his tenure as an active orthopedic surgeon, Dr. Schuler served in various leadership roles including President of the Medical Staff as and Chairman for Continuous Quality Improvement.

Venue & Fees

Date/Time:

April 15, 2013, 9am - 5pm
Venue: World trade Centre Club, Causeway Bay
Fees:

HK$4,000 / Early Bird (if register before April 5, 2013)
HK$4,200 / Standard

note: Lunch, refreshment & training materials included

 

Lean Leadership Workshop

This 2-day hands-on workshop is designed specifically for individuals and teams that want to learn and apply the key components of lean improvement in corporate settings. This course “explains by doing” how the tools and methods of lean are based on a simple philosophy and thought process. Focus and emphasis is placed on the intersection of people, process and culture. Attention is paid to ensure that participants leave with an understanding of how to start using lean methods and tools immediately upon returning to your organization with an eye toward meaningful, sustainable and lasting change.
Workshop Highlights:

- Are you new to Lean?
- Do you need to apply the knowledge to your department?
- Has your organization given you the responsibility to lead change and create engagement strategies?

Whether you have already attended a “lean” workshop or are new to the concept, you need to come to this program to learn how to create tangible results that are both meaningful and sustainable.

- You leave this workshop with the knowledge, skills and tools needed to improve processes and make sustainable change
- Specifically designed to address the challenges facing organizations today
Who Should Attend:

For those individuals who want an understanding of the scope, methods and tools needed to implement lean in a corporate setting. Specifically, participants include:

  • Professionals who are looking to increase their understanding of Lean
  • Front-line operation and customer service staff
  • Managers or Senior leaders and administrators
Cross-functional and cross-level teams are encouraged to attend together.
Our Trainer:

Tony Gorski
Mr. Gorski provides strategic leadership in aligning internal infrastructure and product strategy and plays an active role in helping hospital boards, CEOs and management teams transform operational performance. Mr. Gorski speaks globally as a lecturer on leading healthcare topics, including: operational efficiency, eliminating errors and waster from the delivery of care, improving the quality of the customer experience and patient safety and transforming organizations to drive improved reimbursement rates and lower costs.

In addition to numerous hospitals and healthcare systems, Mr. Gorski has advised leadership teams of Fortune 500 Companies, including GE Healthcare, Medtronic, Abbott Laboratories, Johnson & Johnson, Edwards Lifesciences, AstraZeneca, Philips Healthcare, Stryker Instruments, Becton Dickinson, Baxter Healthcare, Boston Scientific, Cardinal Health, Carl Zeiss Meditec, Datex-Ohmeda, Dentsply International, Wyeth Pharmaceutical, Mentor Medical, Siemens, ThermoFisher Scientific and ABB etc.

Venue & Fees

Date/Time:

June 4-5, 2013, 9am - 5pm
Venue: Hong Kong
Fees:

HK$7,000 / Three or more team members
HK$8,000 / Standard

note: Lunch, refreshment & training materials included

 

 

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