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Live Webinars

CNA Series | Working With Difficult Families & Residents

What You Will Learn

  • Identify opportunities to improve customer service
  • Describe communication skills that improve responses to unhappy families and residents
  • Define triggers that contribute to family and resident complaints
  • Explain approaches to de-escalate unhappy families or residents

Share this program:

What You Will Learn

  • Identify opportunities to improve customer service
  • Describe communication skills that improve responses to unhappy families and residents
  • Define triggers that contribute to family and resident complaints
  • Explain approaches to de-escalate unhappy families or residents
Register Now

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Wednesday, May 5, 2021

12PM EASTERN
(11:00 CT)

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Price

$25 for Members
$50 for Non-members

60 minutes
Publisher

Health Care Association of Michigan

Questions

Already Registered? Refer to confirmation e-mail for connection instructions.

Something else? Please consult our FAQ page. If you're unable to find the answer you need, please call 737-201-2059 (M-F, 8am-6pm CT) or e-mail customer service.

Summary

Difficult families and residents exist and sometimes the difficulty is OUR fault. Other times, it's just the way the families and residents are - understanding approaches and methods of communicating will improve your teams' responses. This can drive satisfaction for all parties involved AND make life a lot easier for everyone!

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Presenters

Erica Holman

Erica Holman has worked extensively on regulatory, compliance and quality improvement since the 1990s when she became a... Read More

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Credit

If applicable, you may obtain credit in multiple jurisdictions simultaneously for this program (see pending/approved list below). Registrants in jurisdictions not listed below will receive a Certificate of Attendance/Completion that may or may not meet credit requirements in other jurisdictions. Where applicable, credit will be only awarded to a paid registrant attending the live program at their own computer and phone.

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How to Attend

Join the live program from your office, home, or hotel room using a computer with high speed internet. You may ask questions, participate in surveys, and post comments from your computer during the program. Please note that credit (if available) is only provided to registered attendees participating at their own computer and phone. Simple instructions with a link to the program will be sent when you register and again the day before the webinar.

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