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Customer Service & How to Deal with Difficult People (Webinar $149*)
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Customer Service & How to Deal with Difficult People  (Webinar $149*)

Difficult behavior is often precipitated by change. Home health and hospice teams try to provide judgment-free care and avoid labeling challenging patients as “difficult.” Life changes can cause stress and conflict, leading some patients to feel (or act) threatened, out of control, or argumentative. Team members must resist using “difficult” as a descriptor to avoid judging or incorrectly characterizing patients or family members.

 Export to Your Calendar 11/6/2018
When: Access Live or On-demand
1:00 - 2:30PM 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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Customer Service & How to Deal with Difficult People 

Difficult  behavior  is  often  precipitated  by  change.    Home  health  and  hospice  teams  try  to  provide  judgment-free  care  and  avoid  labeling  challenging  patients  as  “difficult.” Life  changes  can  cause  stress  and  conflict,  leading  some  patients  to  feel  (or  act)  threatened,  out  of  control,  or  argumentative.  

 

Team  members  must  resist  using  “difficultas  a  descriptor  to  avoid  judging  or  incorrectly  

characterizing  patients  or  family  members.  This  webinar  will  review  patient  triggers  and  effective  communication  principles,  and  focus  on  delivering  exceptional,  positive  care  to all  patients.

 

Highlights

  • Who  are  our  customers?  
  •  Customers internal  and  external  difficult  behaviors  
  • Patient  triggers  that  precipitate  difficult  behaviors
  • Improving  communication  skills  
  • How to  provide  excellent  customer/patient  service  every  time

Take-Away Toolkit

  • Useful  resource  books  and  articles 

  • Reference links

Who Should Attend?

This  informative  session  is  for  administrators,  managers,  business  development  staff,  and  customer  service  trainers  who  want  to  enhance  their  customer  service  skills.

 

Presenters

 

Gloria Turner, Turner Healthcare Consulting

Gloria  Turner  has  over  25  years experience  in  the  hospice  and  home  health  industry,  including  senior  leadership  positions  with national  providers  in  business  development  and  operations.  Her  rural  and  metropolitan  expertise  includes  growth  acceleration  strategies  in  existing  and  new  markets  and  business  turnarounds.  Gloria  is  passionate  about  advocating  for  those  who  need  care  and  healthcare’s  social  impact  on  the  overall  quality  of  life.  She  is  dedicated  to helping  home  health  and  hospice  agencies  succeed.  Gloria  attended  the  University  of  Wisconsin  and  is  certified  in  various  training  

programs. 

 

Registration

*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.

 

PLEASE NOTE: Webinar content is subject to copyright and intended for your individual organization’s use only. 


 

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