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  • Group B. Mastering Challenging Patient Interactions Workshop Series [start April 5]

Group B. Mastering Challenging Patient Interactions Workshop Series [start April 5]

  • 05 Apr 2023
  • 2:30 PM
  • 19 Apr 2023
  • 3:30 PM
  • Online via Zoom


  • You are registering for three Wednesday afternoons: April 5, 12, 19 (2:30 p.m. start time)


Group B: April 5, 12, 19

Mastering Challenging Patient Interactions

Enhance skills and make plans for positive, sustainable change

A 3-part workshop series

(Includes a plan and tools for you to train your own team!)

Presented by Tom Lloyd, healthcare leader and professional development coach
(formerly the Director of Saegis and a CMPA Physician Advisor)

Choose one of two day/time options:

Register from the button on this page for:

Wednesdays 2:30 to 4 p.m. EST (April 5, 12, and 19)

Or click the link below to select the alternative day/time:

Tuesdays 11:30 to 1 p.m. EST (March 21 and 28, and April 4)

Registration in each is limited to 21 participants, first-come, first-served

(We plan to offer the series again in the future.)

Members only please

Cost $49 + HST

Pre-course work

Videos, reading, self-directed questions to prepare for Session 1; you can also expect some homework and prep between sessions

Session 1, 90 minutes Why we're here; causes and impact of challenging interactions with patients; reviewing incidents; rehearsing a plan; the role of culture
Session 2, 90 minutes

Understanding our natural responses during challenging interactions; the ABC (attitude, body language, compassion) Model to improve communication skills; change management

Session 3, 60 minutes

Facilitated group discussion: volunteers will share their plans for moving forward, whether general or specific; conversation and input from others will help everyone plan steps to take in their own environments

Takeaway training to help you engage and support your staff

Guidance and tools (videos, discussion questions, etc.) for four team sessions that will inspire a more comfortable and consistent approach to handling difficult interactions with patients. Covers improving the patient experience, skill-building, talking about culture, planning for change, sustainability, etc.

You'll receive a registration confirmation email with Zoom meeting details.

Join us! Questions? Email Karen at info [at] omgma.ca

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