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SUMMARY:HHWN WEBINAR: How to Help Your Frontline Team Handle Client Disappointment
DESCRIPTION:REGISTER\nIs 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. \nKEY WEBINAR TAKEAWAYS\nA three-step service recovery framework your frontline team can apply immediately — without scripts that sound scripted\nHow 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\nThe art of the post-conversation debrief: how to coach for growth\, not just review for gaps \nBONUS MATERIALS\nWhat Not to Say (And Why): A Quick-Reference Guide for Frontline Staff\nAfter the Conversation: A Self-Care and Debrief Checklist for Frontline Staff\nNine quick (15 minute) team meeting activities to build service recovery skills\nPreparation checklist for supervisors coaching staff after a “disappointment moment” \nWEBINAR DETAILS\nYour 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. \nJoin 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. \nTHIS WEBINAR WILL BENEFIT THE FOLLOWING AGENCIES:\nHospice\nHome Care\nHome Health\nPalliative Care \nWHO SHOULD ATTEND?\nHospice\, 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.\nStaff development and education professionals responsible for equipping frontline staff with the communication tools they need to handle a difficult moment.\nRisk management and quality improvement professionals who know that unresolved client disappointment is often the first step toward formal complaints\, adverse publicity\, and legal exposure.\nLeaders and supervisors who want to build a team culture where difficult conversations are handled with skill — not ignored or dismissed. \nTAKE-AWAY TOOLKIT\nEmployee training log\nInteractive quiz\nPDF of slides and speaker’s contact info for follow-up questions\nAttendance certificate provided to self-report CE credits \nNOTE: All materials are subject to copyright. Transmission\, retransmission\, or republishing of any webinar to other institutions or those not employed by your institution is prohibited. Print materials may be copied for eligible participants only.\nPresented By Susan Keane Baker \nThe OHPCA partners with HOSPICE & HOME CARE WEBINAR NETWORK providing educational offerings at a discount to OHPCA members. To learn more about accessing these webinars\, please visit the HOSPICE & HOME CARE WEBINAR NETWORK FAQ PAGE: Webinar Support | Hospice Agency Webinar | HHWN
URL:https://oregonhospice.org/event/hhwn-webinar-how-to-help-your-frontline-team-handle-client-disappointment/
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