“Confidence to do the right thing, accountability to get it done.” Exceptional people don’t hesitate to do the right thing. They readily reach out to others with openness, kindness, and concern. Exceptional leaders help colleagues act on their very best intentions. Empower your leaders with this exceptional training!

AFTER THIS WEBINAR YOU’LL BE ABLE TO:

• Employ a simple tool to align team members’ performance to your organization’s goals and values
• Use a customized tool to give recognition that is memorable and meaningful
• Implement an internal feedback process for your team using the template provided
• Formulate a pre-hire assessment tool to manage applicant expectations
• Adopt a quick recognition tool to support staff retention

WEBINAR DETAILS:  In order to make responsiveness to patients, clients, families, and coworkers expected and routine, you have to rely on choices your staff members make in each moment of communication. And because you can’t be everywhere at once, you need tools that provide accountability and support to help others act on their best intentions. The program will include:

• Three factors that influence discretionary effort and how to use them to inspire colleagues
• Best practices of leaders who inspire and energize people about compassionate, reassuring, and personal care
• How to overcome the obstacles to consistent rounding with staff
• Onboarding techniques to take new colleagues across the first two years when they are at high risk of jumping ship

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

WHO SHOULD ATTEND?  This informative session is designed for any leader who wants to maximize the engagement and performance of their team.

TAKE-AWAY TOOLKIT

• Pre-hire assessment for job applicants to complete for a better hiring fit
• Recognition preferences template
• Accountability tool for team members to live your organizational values
• An internal feedback survey with ties to higher CAHPS scores
• Leader coaching template for thoughtful choices
• A quick recognition tool to help colleagues know their work matters – a key retention factor
• Training log
• PDF of slides and speaker’s contact info for follow-up questions
• Attendance certificate provided

OTHER WEBINARS THAT MIGHT INTEREST YOU!

Increasing Staff Retention & Reducing Turnover originally presented Thursday, March 20, 2025

A Balanced Hospice Dashboard - Key Data to Aid in Running a Better Business originally presented Wednesday, April 30, 2025 

Creating High Performers from New Hires: Successful Onboarding Redefined  originally presented Monday, October 27, 2025

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 and Fellow of the American College of Healthcare Executives. 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.