Dealing with Difficult People - How to Prevent Problems


Dealing with Difficult People

How to Prevent Problems

Mary E. Schmidt, ABOC, CPO

Course Description:  

How can you deal with the impossible-to-please patient, what about the staff member who gives the lion's share of the work load?  Or can we add the doctor, who may have a last-minute task that takes a half-day to complete? This course will prepare staff members to deal effectively with difficult people within the practice. 


Learning Objective:

After completing this course, attendees will:

Discover their responsibility in preventing problems

Learn real-world problem-solving skills

Understand how non-verbal communications impacts others

Improve their communication skills

Have the ability to prevent problems

Learn to interrupt body language, tone and inflection

Needs Assessment:

All staff members who need to improve their communication skills.

Audience: Paraoptometric; Optician

Length of Workshop: 2 hours

Approved CE: ABO, AOA