This session will be live Mar. 18, from 10:30 – 11:30 a.m., CT. A recording of the session, evaluation, and certificate of completion will be available here within two business days following .
The COVID-19 pandemic has increased the need to strengthen relationships with customers through empathy and genuinely addressing concerns. Long-term care has seen a rise in the need of crisis communication management. This session will discuss principles for effectively communicating during times of crisis. Addressing fear, panic, and grief due to crisis will be reviewed. Methods to address concerns with customers and how to form lasting connections will be discussed.
At the completion of this session, participants will be able to:
1. Describe the increased need for crisis communication management. 2. Explain techniques to address emotional responses to crisis. 3. Identify approaches to addressing customer concerns.