Positive Resident Relations Learning Pathway

Positive Resident Relations Learning Pathway

Curriculum

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Description

Pathway Description:
This Learning Pathway provides you with the tools to improve relationships with your residents and maintain more effective communication channels. Learn dispute resolution techniques, how best to respond to resident complaints, and master the art of customer service. Role play with industry experts and evaluate your current customer service and communication skill level. Develop a complaint response plan and a customer service policy for your agency. Duration: 4 Hours.

Instructors:
Gregg Barratt, The Human Resource Consortium, Kathi Elster and Katherine Crowley, K Squared Enterprises, Melanie Herman, Patti Zatarian-Menard, Trainer, Nan McKay & Associates

Audience:
Human resources professionals, managers, supervisors, service coordinators, and interested employees

Learning Objectives:

  • Describe the challenges in handling a dispute between two people
  • Show how to establish ground rules for resolution
  • Define the nature of compromise, and how to track progress once resolution has been agreed upon
  • Recall some common types of complaints
  • Examine the four steps in handling a complaint and expectations for each
  • Define all considerations and personal perspectives which can impact a resident complaint
  • Apply how to begin to master the art of customer service
  • Utilize self-assessment tools and inventories to evaluate current customer service and communication skill levels
  • Develop a customer service policy for your agency

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