How Listening Transforms Patient & Family Experiences

Description

How can tough conversations become productive patient and family experiences?

Committing our attention and consciously listening can be difficult, especially when patients and families bring more concerns than time seems to allow. This webinar will present practical, real-world strategies staff and volunteers can employ to help patients and families prioritize needs, make informed choices, and feel genuinely heard.

KEY WEBINAR TAKEAWAYS

• Listening techniques that demonstrate empathy
• Navigating “They are so wrong” moments – how to tactfully guide patients and families while demonstrating respect
• Coaching patients and families via shared decision making
• Four steps for exiting visits or phone calls graciously and without abrupt endings or endless tangents

BONUS MATERIALS

• Coaching template for better decision making
• Learning guide

WEBINAR DETAILS

Let’s face it: listening is not always easy, especially when patients and family members have a list of concerns longer than a lunch break. However, effective listening transforms interactions, improves outcomes, and makes each day smoother. In this webinar, we will explore practical strategies that help patients and families prioritize their needs, make better choices, and feel genuinely heard. Participants will learn how to listen without judgment, what to do when a patient is wrong, and how to graciously wrap up conversations while preserving trust.

THIS WEBINAR WILL BENEFIT THE FOLLOWING AGENCIES:

• Hospice
• Home Care
• Home Health
• Palliative Care

WHO SHOULD ATTEND?

• Leaders responsible for supporting team members in interpersonal skill development
• Team members who provide services or direct patient care and/or family support
• Staff development professionals
• Leaders who want team members to demonstrate the values of their organization

TAKE-AWAY TOOLKIT

• Employee training log
• Interactive quiz
• PDF of slides and speaker’s contact info for follow-up questions
• Attendance certificate provided to self-report CE credits

NOTE: 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.

Presented By

Susan Keane Baker