Managing Conflict Over the Phone, Especially When
There is a Language Barrier.
1 CE Credit
Date: Tuesday, September 17, 2024
Time: 10:00 AM PST
Instructors:
Chris Pastor
Director of Transportation & Translation
Credits: 1 Claim, Nursing Credits, CCM
Certified States: CA, NV
Objectives:
- Understand and discuss common terms used when using language services
- Recognize how to accommodate best for the injured worker’s needs
- Discern the details of culture, age, religion, and other factors that might impact language
- Active Listening Techniques
- Practice using patient and calming language, reassuring the customer that you are there to assist them
- Learn how to acknowledge their emotions while guiding the conversation toward resolution
- Understand how to best work with and meet the needs of a non-English speaking injured worker to ensure they are informed and comprehend processes and expectations
Registration
A link to the webinar will be emailed to you after you register.
