Dealing With Difficult People and Situations – Powerful Strategies That Work

Event Schedule by Time Zone: 
Pacific: 10 AM to 11 AM | Mountain: 11 AM to 12 PM | Central: 12 PM to 1 PM | Eastern: 1 PM to 2 PM

Difficult conversations and emotionally charged encounters are an inevitable part of healthcare risk management. Drawing on more than 35 years of healthcare experience, presenter Steven Shama, MD, MPH will share proven techniques for understanding why people become difficult and how to respond in ways that reduce tension rather than escalate conflict. Participants will learn practical tools, key communication principles, and effective approaches that can be immediately applied when working with clinicians, staff, patients, and families involved in adverse events. Through real-world examples and interactive case discussions, attendees will gain strategies to promote resolution, strengthen relationships, and minimize the risk of further conflict or legal consequences.

Learning Objectives:

1. Identify and understand the common reasons people become upset or difficult during healthcare interactions.
2. Apply practical communication tools and techniques to effectively manage challenging people and situations.
3. Utilize de-escalation strategies to foster peaceful, fair, and productive resolutions in emotionally charged circumstances

Speaker:

Steven Shama, MD, MPH, has transitioned himself from a 35-year career in medicine/dermatology to full-time professional speaking, engaging audiences on topics, dear to his heart… Endearing Communications…Empathic Connections Between and Amongst People…How People Can Work Best Together. He is a member of ASHRM and over the years has written articles for ASHRM publications and has presented at ASHRM chapters. He has also introduced the concept of: The Third Victim-The Risk Manager.

He presents keynotes and facilitates workshops, internationally and nationwide on: Rediscovering the Joys of Medicine and Life, Finding the Best You, and Empathic Connections. His talks are filled with humor, spirited feelings, and leave audiences in a wonder-full space.

Member: $39.00
Non-Member: $99.00