Is it possible for difficult conversations to become trust-building moments that protect relationships and your reputation?  It’s a familiar scenario: your frontline team does everything right, yet a patient or family still feels disappointed.  With the simple, adaptable framework described in this presentation, staff can learn to respond with grace, empathy, and professionalism instead of panic or defensiveness.  We’ll focus on practical language, emotional composure, and clear next steps, so complaints feel less like a threat and more like an opportunity to demonstrate that your organization takes concerns, accountability, and compassionate care seriously.

KEY WEBINAR TAKEAWAYS:

• A three-step service recovery framework your frontline team can apply immediately—without scripts that sound scripted.
• How to honor a family's experience as real even when the facts tell a different story—and why that distinction is the key to de-escalation.
• The art of the post-conversation debrief: how to coach for growth, not just review for gaps.

BONUS MATERIALS:

• What Not to Say (And Why): A Quick-Reference Guide for Frontline Staff
• After the Conversation: A Self-Care and Debrief Checklist for Frontline Staff
• Nine quick (15 minute) team meeting activities to build service recovery skills
• Preparation checklist for supervisors, coaching staff after a “disappointment moment”

WEBINAR DETAILS:  Your frontline staff did everything right.  They were kind, competent, and caring.  And yet, something disappointed the patient or family.  What now? This is a moment that defines your organization's reputation.  Whether your team member responds with grace or gives a well-intentioned answer that accidentally makes things worse can mean the difference between a loyal patient and a damaging online review.  Between a resolved concern and an escalated complaint.  Between a family that refers others to your organization and one that quietly—or loudly—warns them away.  Join this engaging presentation and receive a practical, flexible framework for responding to difficult moments with skill and confidence.  In just sixty minutes, you'll move from dreading complaints to treating them as what they actually are: an opportunity to demonstrate that your organization's commitment to compassionate care doesn't stop when something goes wrong.

THIS WEBINAR WILL BENEFIT THE FOLLOWING AGENCIES: Hospice, Home Care, Home Health, Palliative Care

WHO SHOULD ATTEND? 

• Hospice, palliative care, home health, and home care clinicians who interact regularly with patients and families navigating loss, uncertainty, and high emotions—and who want to respond with both compassion and confidence.  
• Staff development and education professionals responsible for equipping frontline staff with the communication tools they need to handle a difficult moment.
• Risk management and quality improvement professionals who know that unresolved client disappointment is often the first step toward formal complaints, adverse publicity, and legal exposure.
• Leaders and supervisors who want to build a team culture where difficult conversations are handled with skill—not ignored or dismissed.

MEET THE PRESENTER: Susan Keane Baker

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NOTE:  All materials are subject to copyright. Transmission, retransmission, or republishing of any webinar to other agencies or those not employed by your agency is prohibited. Print materials may be copied for eligible participants only.