BEGIN:VCALENDAR VERSION:2.0 PRODID:-//ChamberMaster//Event Calendar 2.0//EN METHOD:PUBLISH X-PUBLISHED-TTL:P1H REFRESH-INTERVAL:P1H CALSCALE:GREGORIAN BEGIN:VTIMEZONE TZID:America/New_York BEGIN:DAYLIGHT RRULE:FREQ=YEARLY;BYMONTH=3;BYDAY=2SU DTSTART:20070101T000000 TZOFFSETFROM:-0500 TZOFFSETTO:-0400 TZNAME:Eastern Daylight Time END:DAYLIGHT BEGIN:STANDARD RRULE:FREQ=YEARLY;BYMONTH=11;BYDAY=1SU DTSTART:20070101T000000 TZOFFSETFROM:-0400 TZOFFSETTO:-0500 TZNAME:Eastern Standard Time END:STANDARD END:VTIMEZONE BEGIN:VEVENT DTSTART;TZID=America/New_York:20260604T150000 DTEND;TZID=America/New_York:20260604T160000 X-MICROSOFT-CDO-ALLDAYEVENT:FALSE SUMMARY:How to Help Your Frontline Team Handle Client Disappointment DESCRIPTION:REGISTER HERE!Is 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.KEY WEBINAR TAKEAWAYSA three-step service recovery framework your frontline team can apply immediately without scripts that sound scriptedHow 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-escalationThe art of the post-conversation debrief: how to coach for growth\, not just review for gaps X-ALT-DESC;FMTTYPE=text/html:

Is it possible for difficult conversations to become trust-building moments that protect relationships and your reputation?

It&rsquo\;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&rsquo\;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.

KEY WEBINAR TAKEAWAYS

A three-step service recovery framework your frontline team can apply immediately &mdash\; without scripts that sound scripted
How to honor a family'\;s experience as real even when the facts tell a different story &mdash\; and why that distinction is the key to de-escalation
The art of the post-conversation debrief: how to coach for growth\, not just review for gaps

LOCATION: UID:e.4192.1455371 SEQUENCE:3 DTSTAMP:20260502T195757Z URL:https://business.ghpco.org/event-calendar/Details/how-to-help-your-frontline-team-handle-client-disappointment-1723596?sourceTypeId=Hub END:VEVENT END:VCALENDAR