Long Term Care Customer Service Participant Resource Guide: Evidenced-Based Training for Skilled Nursing Homes, Assisted Living Facilities and Anyone Working With the Elderly.
Language: English
Published by CreateSpace Independent Publishing Platform, 2014
- Softcover
- Used
Seller: Goodwill Northern Illinois, Rockford, IL, U.S.A.Goodwill Northern Illinois
AbeBooks seller since March 11, 2020
Condition: Used - Good
US$ 16.96
Quantity: 1 available
Add to basketItem description from seller
The cover shows wear with possible indentations, creases, and small tears. The pages show wear that may include evidence of handling, smudges, and edge discoloration markings stains . The book may or may not have mild corner dings. The imagery is a stock photo of the item.
Seller Inventory # NIV.1497358302.G
- Title
- Long Term Care Customer Service Participant Resource Guide: Evidenced-Based Training for Skilled Nursing Homes, Assisted Living Facilities and Anyone Working With the Elderly.
- Author
- Anderson, Rob
- Publisher
- CreateSpace Independent Publishing Platform
- Publication year
- 2014
- Condition
- good
- Binding
- Soft cover
- Language
- English
- ISBN 10
- 1497358302
- ISBN 13
- 9781497358300
As part of this purchase a link will be sent to you for the free Companion Video. Please email robeanderson@yahoo.com.
Long Term Care Customer Service is designed to accelerate your skills and your resident's satisfaction. This course includes:•A systematic and simple method for improving customer service skills•Learning sessions as short as 15 minutes •Practical skills you can apply immediately to improve how you work with your colleagues and your residents“I have been GUSHING about your training to my peers. I enjoy the simplicity of it and the fact that it utilizes life skills not everyone seems to pick up along the way. I think it should be implemented at facilities everywhere.”Jamie Reynolds, LPNMennonite Home CommunitiesPennsylvania Regional Committee Member, Person Centered CareCertified Dementia TrainerLong Term Care Customer Service provides consistent reinforcement of what's learned through role plays and other learning exercises, testing, repetition of the basic principles and immediate application.The evidence-based curriculum is designed to meet the objectives of key national long term care initiatives including the Advancing Excellence in America’s Nursing Homes Campaign, Quality Assurance and Performance Improvement (QAPI), and the AHCA Quality Initiative.Through careful study of the learning modules you will learn the importance of:1.Skillfully Resolving Intercultural Conflict2.Employing Strategies for Handling Conflict3.Asserting Yourself Respectfully4.Identifying Your Conflict "Style"5.Using Active Listening Skills Effectively6.Overcoming Barriers to Listening and Understanding7.Learning Why You Aren't Listening to Others8.Developing Rapport with Different Personality Types9.Managing Your Attitude10.Avoiding "Rapport Killer" Words and Phrases11.Tailoring Communication to Fit a Customer12.Improving Customer Interactions13.Managing Stress in a Long Term Care Facility14.Relaxing with Visualization and Abdominal Breathing 15.Identifying Who Are the Customers in Your Facility 16.Communicating with Authority and Credibility17.Demonstrating the Power of Friendliness 18.Providing Excellent Customer Service at Mealtimes19.Understanding The Impact of a Dissatisfied Customer20.Identifying Customer Touchpoints21.Adhering to Your Facility's Dress Code22.Reducing the Risk of Lawsuit23.Placing Your Facility Above the Competition24.Employing the Power of First Impressions25.Understanding Customer Expectations26.Building Relationships with Empathy and Compassion 27.Understanding Emotional Triggers28.Creating Unforgettable Customer "Experiences"29.Learning to Ask Questions Effectively30.Employing Strategies to Manage Difficult Customers31.Taking Effective Steps to Resolve Complaints...And many other critical skillsHuman beings are complex and our behavior consistently misunderstood. To enhance how we work together takes time and commitment. Long Term Care Customer Service is an effective tool you can use to improve your skills and the lives of your residents.
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Goodwill Northern Illinois
Rockford, IL, U.S.A.
AbeBooks seller since March 11, 2020
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| Item | 4 to 10 business days | 13 to 14 business days |
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Goodwill Industries of Northern Illinois is a community-based not-for-profit organization whose mission is to create opportunities for individuals with barriers to enhance their lives. We’re a retailer and a recycler that puts all of our sales revenue back into the communities we serve. We’re creating jobs and enhancing the lives of people with disabilities. We’re providing vital skills and training to those who need it most. GoodwillNI is a 100% non-profit organization doing good work throughout an 18-county area in Northern Illinois and Southern Wisconsin. THANK YOU! Without your donations, shopping, and the support of local businesses and the community at large, we could not perform these Missions that are so increasingly vital to thousands of individuals throughout our service area. Through Goodwill, you’re creating opportunities and changing lives.…
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fiction, nonfiction, textbooks, vintage booksSeller's business information
Goodwill Industries of Northern IL & WI Stateline Area Inc.
850 N. Church Street
Rockford, IL U.S.A. 61103
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Goodwill Industries of Northern Illinois is a community-based not-for-profit organization whose mission is to create opportunities for individuals with barriers to enhance their lives. Thank you for supporting our mission.
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