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.  We will offer you a step-by-step guide to increasing your effectiveness with real-world situations within your office.

 

Course Objectives:

After completion of this course, the attendees will understand:

Problem solving and prevention

Effective communication techniques

How non-verbal communication impacts all communication

Their role and responsibility in difficult situations

Improving communication with their team and patients

                                                      

Needs Assessment:

            All staff members who need to improve their communication skills.

 

 Length of program: 2 hours – on line

 

Audience: All Staff

      

Approved CE:  ABO, AOA