MI Training - Frontline Staff Cohort Follow-Up Trainings
||Training & Technical Assistance Calendar
||MI Training - Frontline Staff Cohort Follow-Up Trainings
||Training & Technical Assistance
||Kaylin Faranda [IPCA Staff]
||May 25, 2022 12:00 PM America/Mountain
||May 25, 2022 01:00 PM America/Mountain
||Introductory Training: Wednesday, April 6, 9-1 MST (4 hours)
Follow-up Trainings: Wednesdays 12-1 MST (1 hour), April 13 & 27, May 4 & 25, June 8 & 22
Audience: Frontline Staff, Front Desk, O&E, etc.
Introductory level training
Frontline Staff are often the first point of contact for most patient interactions. Unfortunately, Frontline Staff sometimes face verbal abuse and emotional outbursts from patients patient who are experiencing a variety of frustrating situations. These frustrating situations can arise from both personal issues (e.g. health anxiety, financial concerns, fear, lack of sleep) and systemic issues (e.g. scheduling problems, Covid, insurance concerns, staffing shortages). Positive and warm interactions with frontline staff is a high predictor of overall patient satisfaction. Motivational Interviewing provides proven skills to help rapidly de-escalate, and increase engagement and trust with patients.
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