This conversation follows a consistent process: Challenge, Reward, Action, Confirmation -- and uses a range of media from the portfolio, including calls or visits by Case Managers, or social workers, call center communications, videos, e-Mail, etc.
Diagnosis: Enrollee frequently forgets to exercise and take medication
Objective: The Enrollee needs to establish an exercise ritual.
An Example of the Contextual Conversation:
Challenge: If you knew taking a 10-minute walk each day for the next 5 days
Reward: would help you sleep better at night
Action: would you rather take this walk in the morning or the afternoon?
Confirmation: Great! That’s when I take my walk, too.
Challenge: If I bring you a free watch with a little alarm in it
Reward: that can remind you to take your walk in the afternoon
Action: would that be a good way to let you know or would you rather I give you a call each afternoon?
Confirmation: Perfect … I know you will feel better when you get a good night’s rest.
This is classic sales technique. When it is done in the course of natural conversation it can be very effective.