How to Navigate Difficult Conversations with Difficult People: Strategies for Healthcare Professionals
Program Date: 3 April 2024
Publication Date: 25 July 2024
Continuing Education Units: Nurse Contact: 1.0; Dietitian CPEU: 1.0
Course Description:
In this course, Diane Salter, MSN, RN, CPAN, NE-BC will generalize two strategies to prepare for a difficult conversation with an employee; describe how to navigate intent versus impact and how to handle defensiveness in employees; and summarize one strategy successful healthcare professionals implement to inspire a culture of continuous ongoing improvement throughout relentless feedback. Originally presented as a live webinar on April 3, 2024.Course Objectives:
• Generalize two strategies to prepare for a difficult conversation with an employee.
• Describe how to navigate intent versus impact and how to handle defensiveness in employees.
• Summarize one strategy successful healthcare professionals implement to inspire a culture of continuous and ongoing improvement through relentless feedback.
- CDR Level: 1
- Performance Indicators: 3.3.2, 5.1.1, 5.2.7
- Run Time: 43
Course Instructor Bio(s)
Diane Salter, MSN, RN, CPAN, NE-BC
Director of Surgical Services
WellSpan Health/Ephrata
Community Hospital
Ephrata, PA, USA
Independent Contractor,
Healthy Workforce Institute
Diane has been a nurse for 23 years. She has her BA degree in biology from Lafayette College in Easton, PA; her BS in Nursing from York College of Pennsylvania; and her master’s degree in Nursing Administration and Leadership from Chamberlain College of Nursing. She holds professional certifications in perianesthesia nursing and as a nurse executive. Throughout the years, she has also served as an adjunct faculty member at York College of Pennsylvania. She was the nurse manager of the post-anesthesia care unit and short-stay unit at WellSpan Health York Hospital in York, Pennsylvania for almost 10 years. Diane is currently the Director of Surgical Services for WellSpan Health Ephrata Community Hospital in Ephrata Pennsylvania and an Independent Consultant with the Healthy Workforce Institute.
Abbott Nutrition’s Provider Statement for Nursing CEs:
Abbott Nutrition Health Institute is an approved provider of continuing nursing education by the California Board of Registered Nursing Provider #CEP 11213.
Abbott Nutrition’s Statement for Dietitian CPEUs:
This educational activity has been prior-approved by the Commission on Dietetic Registration (CDR). CDR credentialed practitioners will receive the specified continuing professional education units (CPEUs) for completion of this program/material.
attended a live program?
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