People Business III

Proactive Leadership with Today's Long-Term Care Customer

1. How to implement a 5-step customer service approach that creates successful results.
2. Developing a method for realistic customer orientation (new families and residents).
3. Ways to use a team-based approach to handle customers and/or family problems at the lowest level possible.
4. Methods for avoiding ombudsman visits or complaint investigations.

Dealing with "Turf Wars"

1. Learn how to organize a 50/50 relationship with any individual or team.
2. Methods for dealing with inter-shift or inter-departmental conflict.
3. Successful techniques for handling interpersonal peer problems.
4. Methods for employee/supervisor relationship improvement.

Survey Leadership

1. Methods for developing an ongoing, team-based attitude toward a successful survey.
2. Ways to ensure we're prepared for the survey 24 hours a day, 7 days a week (specifically on evening shifts and weekends).
3. How to move the facility to a common team target for survey success versus finger-pointing and blame.
4. Methods for completing ongoing quality assurance that produces results above and beyond the potential survey findings.

Positive Family Approaches

1. Learn how to ensure family counsel meetings are productive, agenda-specific and successful.
2. Learn how to develop family notification and change of condition processes that keeps the family in the loop with the residents' care.
3. Proactive methods for positive family education on an ongoing basis.
4. Developing turnaround strategies for difficult family members.