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How to Soothe, Smooth & Improve Difficult People (Webinar $149*)
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How to Soothe, Smooth & Improve Difficult People (Webinar $149*)
How to Soothe, Smooth & Improve Difficult People (Webinar $149*)

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When: Access Live or On-Demand
12:00 - 1:30 PM Arizona
Where: Webinar
United States

Phone: (406) 442-2585


For More Info or to Register, click here.

Available as a live or on-demand webinar.  
AHPCO Members enjoy a $200 discount on the pricing.



How to Soothe, Smooth & Improve Difficult People(Webinar $149*) 

How can you prevent someone’s bad day from becoming your bad day?  This webinar has the answer!  Join us to learn specific behaviors that can reduce the number of difficult encounters in your life.


Some people are harder to care for than others.  When people don’t get what they want or expect, challenges can arise.  Although you can’t avoid every issue, you can learn how to recover faster and better by using the strategies provided during this program.



  • How to resolve conflicts with confidence
  • Self-assess the behaviors that influence others’ response to you
  • How to respond to people who won’t get to the point
  • Avoid getting side-tracked by a difficult encounter
  • The perspective-giving rule that will help you maintain a positive attitude, even on busy days


Take-Away Tool Kit 

  • Staff training activity, with leader’s guide and participant worksheet
  • Scripts for responding with empathy and tact, even under pressure

Who Should Attend

This informative session is designed for healthcare professionals and support staff who care for patients, both in person and on the telephone.  Healthcare leaders will also benefit.



Susan Keane Baker, MHA
Susan is the author of Managing Patient Expectation, as well as Split-Second Kindness: Making a Difference When Time is Limited. From 2008 until 2011, Susan served as a member of the Board of Examiners for the Malcolm Baldrige National Quality Award, the nation’s highest award for organizational quality. For seventeen years, she served as vice president of hospitals in New York and Connecticut. Susan is a dynamic speaker known for providing practical techniques that can be implemented quickly.



   AHPCO Members
 Live Version or Archived** Version  $149
 Both Live and Recorded  $179

Non-Members add $200 to the above pricing.  Not a Member? Join Today!

**The archived version is a recording of the live webinar, including audio, visuals, and handouts. Includes the presenter’s email address for questions. The Archived Version is available 1 week after the Live Webinar and expires 6 months after the live program date.



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