Dealing With Difficult People and Situations-Powerful Strategies That Work

Friday, September 11
1 - 2 p.m.(CT)
2 - 3 p.m.(ET)
Noon - 1 p.m. (MT)
11 a.m. - Noon(PT)

One of the most important abilities of any person is his/her communication skills. Risk managers are no exception in their dealings with challenging clinicians, staff, patients and colleagues. Risk managers have known for over 25 years that clinicians who express compassion, empathy and kindness are less likely to be sued and have better medical outcomes with their patients. Yet communication skills are rarely taught at medical meetings, at ASHRM conferences or at risk management teaching sessions given by ASHRM members for their clinicians. I will introduce over forty powerful approaches and specific phrases that can be used in de-escalating volatile situations between and among people. I will then ask the listeners for specific difficult scenarios to illustrate the points made, and then offer powerful practical solutions. This session will be educational, practical, touching, filled with smiles and guaranteed to be excellent for solving the daily frustrations in risk management.

This webinar will help participants to:

  • Define the many reasons why we become upset with various people and situations.
  • Enable the learner to be a more effective risk manager by adding tools and techniques they can use with difficult people and situations.
  • Identify ways to add more joy to one's life by having strategies to deal with emotionally challenging situations.


ASHRM Members $79
Nonmembers $99


Guest Speaker

Steve ShamaSteve Shama, MD, MPH, FAAD
JoyWorks Communications

  • Bio
    Steve Shama has been a passionate member of ASHRM, joining ASHRM because he believed that we had the greatest potential of any organization to significantly reduce the number of medical adverse events and medical malpractice suits. He has written for our e-Newsletter and has given presentations at ASHRM chapters throughout the United States. He completed a 30 year career in medicine with degrees from Temple Medical School, MD, (1970) and the Harvard School of Public Health, MPH (1974). He now continues a twenty-year career in professional speaking on topics dear to his heart… creating enduring and endearing communications. He is a storyteller who looks to tell the tales that bring us together as humankind…to find the harmony in our daily lives.


Continuing Education Credits 

This program is approved for a total of 1.0 contact hour of Continuing Education Credit toward fulfillment of the requirements of ASHRM designations of FASHRM (Fellow) and DFASHRM (Distinguished Fellow), and toward CPHRM renewal.

American Nurses Credentialing Center (CNE)
American Society for Healthcare Risk Management is accredited as a provider of continuing nursing education by the American Nurses Credentialing Center's Commission on Accreditation. This CNE activity is being offered for 1.0 contact hour. Contact Grecelda Buchanan at 312-422-3984 for more information. The planning committee and speakers have no conflict of interest to disclose.

Verification of Participation/Successful Completion
Live Webinars: CEs are awarded after verification of an individual’s full attendance and successful completion of an online evaluation form (evaluation link provided with handout materials).

For CE certificates, each attendee must provide their NAME or ASHRM MEMBER ID# and EMAIL address.

Contact Grecelda Buchanan at 312-422-3984 for more information.

Click here for more information and to register.

Cancellation Policy
Registration fees, minus a 50 percent cancellation fee, are refundable only if written notice is postmarked no later than 10 business days before the session date. All cancellation and refund requests must be made in writing to: ASHRM, 155 N. Wacker Drive, Suite 400, Chicago, IL 60606; or fax 312-422-4580.