Patient Experience Skill Training on
Handling Difficult Situations

Why invest in patient experience skill training on handling difficult situations?

Members of our healthcare teams are faced with patients, families and coworkers who behave in ways that are at times irritating, demanding, frustrating, and stressful. Impressive professional behavior requires empathy, direct and tactful communication, and resourcefulness, skills that are hard to access for most people when the heat is on.

This training by Wendy Leebov and Associates identifies and strengthens the specific skills that communicate caring in tough and challenging situations and helps your team apply them to their everyday realities.

The result: Your team is armed with the strategies and skills they need to turn down the heat during difficult situations so that they can achieve the best possible results for their customer, themselves and your organization -- consistently.

The three main objectives:

To understand and apply the Skills That Communicate Caring © to make your caring clear to patients, families and coworkers during difficult situations, so that you win their trust, cooperation and respect
To use the Caring Broken Record © to handle really tough situations and hard conversations when you need to hold your ground and want to do so caringly

Great materials include many specific examples and a handy set of Skill Reminder Cards for each participant.

Wendy Leebov and Associates tailors patient experience skill training on handling difficult situations to specific settings, so that participants find the demonstrations and examples directly relevant to the situations they face. Read more about how this training might look tailored to:

Wendy Leebov and Associates makes this training available in several ways:

We provide facilitators for multiple sessions with employees.
We train your in-house facilitators and license use of the program and all associated media and materials to you.
We design a delivery approach tailored to your organization.

Please contact us to discuss your training needs and priorities.

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Patient Experience Skill Training onHandling Difficult Situations

Patient Experience Skill Training on
Handling Difficult Situations