Challenging Conversations

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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