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Dealing with Difficult People in the Healthcare Industry

Fee:

$149

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Provider:
CareerTrack Seminars

Topic(s):
Health Care

Who Should Attend?
Nurses and nurse aides; Physicians; Office managers and staff; Clinical technicians; Hospice workers; Nursing home employees; Anyone who works in healthcare!

• Dealing with Difficult People

Full Seminar Description

You're in a high-stress position. Every day, you face ...

Patients who are irritable, uncooperative, maybe even unreasonable

Patient relatives who want answers and request constant updates about the condition of their loved ones

Co-workers who are overworked, short-tempered, and exhausted

Hospitals, Clinics, Healthcare Offices - They Bring Out the Worst in All of Us

You work in a pressure cooker. Not only do you deal with all kinds of people in your clinic, hospital, or healthcare office, but as you well know, even those who might be pleasant under ordinary circumstances often become difficult in this high-stress environment. Let's face it, in a healthcare setting you are seeing people at their worst.

Your patients may be sick or hurt. They probably feel awful. Plus, they're often frightened, worried, and feeling vulnerable.

Your co-workers are overworked and stretched as far as they can go.

Physicians feel the pressure of having so much riding on their decisions. Their professional expertise is on the line every day, and the possibility of a malpractice lawsuit is a constant threat. It's not surprising that they expect perfection from you.

Patients' relatives ... family members are worried and anxious about their family members. They want answers that you simply may not be able to provide.

Is it any wonder you feel stressed, beat up, and frazzled when you get home from work?

The healthcare environment will always be extremely challenging, but you can change the way you approach it. Spend a day at this seminar and learn the skills that will allow you to go back to work with a fresh outlook. And ... make it possible for you to experience a return to the sense of fulfillment, satisfaction, and genuine empathy that brought you into the healthcare field in the first place.

This seminar equips you with the strategies and communication skills you need to survive and thrive in your demanding, high-stress healthcare position.

Who Should Attend?

• Nurses and nurse aides
• Physicians
• Office managers and staff
• Clinical technicians
• Hospice workers
• Nursing home employees
• Anyone who works in healthcare!

Seminar Overview

• Techniques that provide insight into your difficult person's motivators
• Why complainers complain — and how to move them quickly into problem-solving mode
• How to read and interpret other people's body language — what are they really saying?

Bring out the best in all kinds of people.

• How to interpret odd behavior in a healthcare setting
• How (and why) you can fix only situations — not people
• The kind of feedback that brings the best — and fastest — results

Improve your listening and non-verbal skills.

• How to listen for what is not being said, but implied, by a problem person
• "Charging Rhinos" — how to keep these loudmouths from dominating conversations
• Simple reminders that help you stay attentive to the person talking

Project poise and confidence, regardless of how you feel inside.

• Your most powerful and effective response to sarcasm
• Specific techniques to help you stay calm under attack
• How to use positive language to steer conversations with difficult people in a more productive direction
• Ways to say "no" and stand your ground without alienating colleagues or patients

Communicate more effectively, credibly, and assertively.

• The first and best thing you can do when patients or colleagues blow their tops
• How to respond to put-downs — keep your self-esteem intact without making the situation worse
• 5 easy steps that cut through anxiety and tension — and get your point across
• How to re-establish trust when the staff has "blown it" with a patient

Negotiate better agreements and resolve conflicts easily.

• A proven method for uncovering the unspoken issues behind interpersonal conflicts
• When it is essential to stand your ground and when you should walk away
• The unique challenges of negotiating in a medical environment
• A strategy for getting even the most difficult patient or family member to see things from your point of view

Sponsor Background:

Today, with more than 5,000,000 satisfied customers, we continue to pride ourselves in providing the superior training you’ve come to expect from Fred Pryor Seminars and CareerTrack. Our cutting-edge research and course development are designed to meet the adult learning needs of your employees and your organization.

Fred Pryor and CareerTrack are your number one choices for training because we offer:

• In-depth experience in the training industry
• Consistent and comprehensive course offerings
• High energy and content-rich presentations
• Multiple training tools, including on-site training, on-line learning, seminars, and a/v products
• 100% Satisfaction Guarantee

As we continue to grow, expand, and change to meet client and market needs, we always remember that every individual customer matters and that collectively, they are our most valuable assets. That’s why our goal is the same today as it was 30 years ago – to provide the best choice in business skills training with maximum convenience to help you – our customer – achieve success!

Cancellation Policy: You may cancel your registration up to 10 business days before the seminar. Your registration fee will be refunded less a cancellation fee. If you need to cancel less than 10 business days prior to the seminar you may (1) send a substitute from your organization or (2) transfer your registration fee within 12 months to another seminar or conference of your choice. Please note that if you don't cancel and don't attend, you are still responsible for payment. Substitutions may be made at any time.

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