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On-Demand 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
Date Published

May 5, 2021

Publisher

Health Care Association of Michigan

Questions

For immediate assistance 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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Program Titles and Supporting Materials

This program contains the following components:

Copy of Presentation
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Credit

This program has not been submitted for credit in any jurisdiction. Registrants will receive a Certificate of Attendance/Completion that may or may not meet credit requirements in various jurisdictions.

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How to Attend

Join the self-paced program from your office, home, or hotel room using a computer and high speed internet connection. You may start and stop the program at your convenience, continue where you left off, and review supporting materials as often as you like. Please note: Internet Explorer is no longer a supported browser. We recommend using Google Chrome, Mozilla Firefox or Safari for best results.

Technical Requirements
You may access this course on a computer or mobile device with high speed internet (iPhones require iOS 10 or higher). Recommended browsers are Google Chrome or Mozilla Firefox.

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SeminarWeb and Health Care Association of Michigan programs are non-refundable.

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