Challenging Conversations (Medi-Cal)

The three main topics in this course are reasons for the changing customer service dynamic, identification of factors that impact communication, and three tools to increase understanding and de-escalate emotion during challenging conversations.

• Discuss the impact of customer service in the patient-as-consumer dynamic
• Identify common factors that impact communication with customers and colleagues
• Develop strategies to increase understanding and de-escalate emotion during challenging conversations with customers

Additional Information

Advance Preparation: None

Prerequisites: None

Program level: Basic

Delivery Method: Self-study

CPE Field of Study: Specialized Knowledge

 

Registration:

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Refunds and Concerns:

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