Session 43 | Happy Days!! Handling Difficult Customers Like a Pro
Day: Wednesday, July 24 Time: 2:15 to 3:15 p.m. Type/Topic: Leadership / Workforce
Room Location: Gatlin A-1
Session Summary
In this session, participants will begin by completing a brief self-scored inventory to identify the personality traits that apply to them. This trait score will facilitate a better understanding of themselves and how they best relate with others of similar or different personalities. This session will address the 10 different “difficult” personalities and offer specific skills and strategies to address each type to bring out the best in people, even at their worst. Participants will be offered real-time strategies they can utilize in their daily work to heighten awareness of customer service with the end goal of improving satisfaction and outcomes.
Presenters
Kathleen Weissberg
National Director of Education | Select Rehabilitation, LLC
About the Presenter
Dr. Kathleen Weissberg, (MS in OT, 1993; Doctoral 2014) in her 30 years of practice, has worked in rehabilitation and long-term care as an executive, researcher and educator. She has established numerous programs in nursing facilities; authored peer-reviewed publications on topics such as low vision, dementia quality care, and wellness; has spoken at numerous conferences both nationally and internationally, for 20+ State Health Care Associations, and for 25+ state LeadingAge affiliates. She provides continuing education support to over 30,000 therapists, nurses, and administrators nationwide as National Director of Education for Select Rehabilitation. She is a Certified Dementia Care Practitioner, Certified Montessori Dementia Care Practitioner, Certified Fall Prevention Specialist, and a Certified Geriatric Care Practitioner. She serves as the Region 1 Director for the American Occupational Therapy Association Political Action Committee and is an adjunct professor at Gannon University in Erie, PA.