Rude, defensive, overbearing, angry, obstinate… pick any adjective to describe the difficult people you encounter. While people can be complicated and challenging, you can learn to recover from tense interactions quickly with empathy and tact. This webinar will teach you how not to overreact and how to use your new skills to manage problematic situations.

AFTER THIS WEBINAR YOU’LL BE ABLE TO:

• Self-assess behaviors that influence difficult people
• Define three reasons why people are difficult
• Be more confident in your ability to respond to difficult conversations
• Employ techniques that can prevent escalation of challenging situations
• Resist taking the extra-annoying person home with you

WEBINAR DETAILS: When people don’t get what they want or expect, the result can be a challenging situation for you. When a challenging situation occurs, you may find yourself at risk of overreacting. How can you remain calm and increase your effectiveness? Although you can’t avoid every difficult person, you can learn to recover faster by using the techniques taught during this program. Using empathy and tact, even when under pressure, is the key to managing difficult moments and not letting them turn into difficult days.

THIS WEBINAR WILL BENEFIT THE FOLLOWING AGENCIES: Hospice, Home Health, Home Care, Palliative Care

WHO SHOULD ATTEND? This informative session is designed for healthcare professionals who want happier patients and fewer difficult encounters. Anyone involved in patient care or customer service will benefit from attending.

TAKE-AWAY TOOLKIT

• Learning guide with key program content
• Self-assessment activity
• 20 empathetic phrases
• 20 tips for positive days
• Training log
• PDF of slides and speaker’s contact info for follow-up questions

DON’T MISS THIS RELATED SERIES!

2024 Tools for Teams 2.0 Series

NOTE: All materials are subject to copyright. Transmission, retransmission, or republishing of any webinar to other agencies or those not employed by your agency is prohibited. Print materials may be copied for eligible participants only.

MEET THE PRESENTER:  Susan Keane Baker, MHA, CSP

Susan Keane Baker is an author and speaker who has done presentations in 49 states and many foreign countries. Susan is a Certified Speaking Professional (CSP), which is the highest earned designation of the speaking profession. She is the author of five books including: Managing Patient Expectations, “I’m Sorry to Hear That…” Real Life Responses to Patients’ 101 Most Common Complaints About Health Care, The Credibility/Likeability Makeover, Higher HCAHPS Scores: The Willing to Recommend Approach, and Split-Second Kindness: Making a Difference When Time is Limited.

A former hospital vice president, Susan attained the designation of Fellow of the American Society for Healthcare Risk Management. She has served as a member of the Board of Examiners for the Malcolm Baldrige National Quality Award and is currently a commissioner on the Connecticut State Commission on Medicolegal Investigations. Susan also teaches an annual risk management seminar for Quinnipiac University.

REGISTRATION FEE:     Member $159          Non-member $229

This registration is for one connection only. Additional logins will be billed accordingly.

There are. no refunds or cancellations.

CLICK HERE to register