LAI414 - Thrive Under Fire

Presented on August 8, 2024

Customer service is the cornerstone of every business and is essential for building a strong reputation.  We learn about it, and we talk about it … but do we truly deliver what we promise?  In long-term care, customer service stands apart from other industries and requires a unique approach.  

In this webinar, the participants will begin by completing a brief, self-scored inventory to identify their personality traits.  This insight will help them understand themselves better and improve their interactions with others, regardless of personality similarities or differences.  

Everyone encounters "difficult" customers—whether they are staff, residents, or families—in their daily work. This webinar will cover 10 different "difficult" personality types and provide specific skills and strategies to manage each type effectively, bringing out the best in people even in challenging situations.  

Participants will gain real-time strategies to enhance their daily customer service efforts, ultimately aiming to improve satisfaction and outcomes. 

Objectives

• Identify key personality attributes and how these impact day-to-day interactions with others. 
• Describe “difficult” personality types and key intervention strategies for mitigating conflict. 
• List evidence-based customer service approaches for health care and explain how these impact satisfaction and outcomes. 

Faculty

Kathleen Weissberg, OTD, OTR/L, Education Director. Select Rehabilitation

Who Should Attend
Administrators, Nurses, Department Heads, Social Workers, Activity Professionals, Direct Care Professionals, and other team members.  Appropriate for all provider types including nursing home, assisted living, adult day services, and independent living.

Continuing Education Credit

• Social Services – The event is designed to provide 1.0 contact hour, aligning with the criteria set by the Iowa Board of Examiners for Social Workers for participants who attend the entire event. Please note that partial credit will not be granted; full attendance is required to receive contact hours or a certificate of attendance. LAI will verify electronic virtual sign-in and sign-out times before issuing certificates.

• Activity Professionals – This session has been approved by the Iowa Department of Inspections & Appeals for 1.0 contact hour for Certified Activity Professionals who attend this session in its entirety.  Partial credit for this session will not be granted. To receive contact hours or a certificate of attendance, you must attend the entire session.

• LAI Assisted Living Manager Recertification – Participants who attend the entire event will be eligible for 1.0 contact hour. Please note that partial credit will not be granted; full attendance is required to receive contact hours or a certificate of attendance. LAI will verify electronic virtual sign-in and sign-out times before issuing certificates.

• Iowa Board of Nursing Provider #67 – LeadingAge Iowa is an approved provider of continuing education for nurses, accredited by the Iowa Board of Nursing (Provider No. 67). Participants who attend the event in its entirety will be eligible for 1.0 contact hour. Please note that partial credit will not be granted; you must attend the entire event to receive contact hours or a certificate of attendance. LAI will verify electronic virtual sign-in and sign-out times before issuing certificates. Evaluations for this event can be submitted directly to the Iowa Board of Nursing.

• Nursing Home Administrators – The event is designed to provide 1.0 contact hour, aligning with the criteria set by the Iowa Board of Examiners for Nursing Home Administrators for participants who attend the entire event. Please note that partial credit will not be granted; full attendance is required to receive contact hours or a certificate of attendance. LAI will verify electronic virtual sign-in and sign-out times before issuing certificates.

Registration Information
This program recording is approximately 60 minutes in length. Registration fees include access to the recording and handouts for this program, as well as a CEU/attendance certificate for one user. Once you purchase the program, unlimited viewing of the recording content will be available using the registrant login information for 30 days.

Registration Fees
$50