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Managing Client Expectations Realistically & Respectfully (Webinar $149*)
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Further details will be available 45 days prior to the webinar date.

When: Access Live or On-demand
12:00 - 1:30PM Arizona
Where: Webinar
United States
Contact: (406) 442-2585

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Available as a live or on-demand webinar.
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Managing Client Expectations Realistically & Respectfully

Managing expectations is a process of helping people know how to be right and when to be satisfied. In hospice and home care settings, patients and their families are often under tremendous stress. People may not be at their best. How can you manage unrealistic expectations in a respectful way?
For caregivers, the personal rewards of providing health care services are closely linked to the quality of relationships developed with clients and their families. How can you create a positive experience for every client, even when time is limited? Learn to strategically focus on two things that almost every person wants and understand the key driver of client satisfaction. Attend this session to learn and appreciate how you make a difference, even in brief relationships.




  • Save the cat – what you can learn from screenwriters about inspiring trust and confidence
  • Creating realistic expectations for clients and their families
  • The key driver of client satisfaction
  • Three ways to respond to unrealistic expectations
  • How to create rapport, even with limited time

Take-Away Toolkit

  • Checklist for staff training and pre-hires
  • Five-step process for helping clients self-prioritize needs
  • Emotional needs identification template
  • Self-assessment: Do you communicate or connect?

Who Should Attend

This informative session will benefit anyone who provides client care, and leaders responsible for helping staff handle client encounters in a responsive, respectful way.


Susan Keane Baker, MHA
Susan is the author of Managing Patient Expectations: The Art of Finding & Keeping Loyal Patients. Her book has ranked # 3 on Amazon’s list of top sellers in the general medicine category. She is also the author of Split-Second Kindness: Making a Difference When Time is Limited. From 2008 until 2011, Susan served as a member of the Board of Examiners for the Malcolm Baldrige National Quality Award, the nation’s highest award for organizational quality. Susan is a dynamic speaker who is known for providing realistic approaches that can be implemented quickly.



*AAHC Members
Live Version or Archived** Version $149
Package (Both Live and Recorded Version) $179

Non-Members add $200 to the above pricing.  Not a Member? Join Today!


**The archived version is a recording of the live webinar, including audio, visuals, and handouts. Includes the presenter’s email address for questions. The Archived Version is available 1 week after the Live Webinar and expires 6 months after the live program date.



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