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December Lunch and Learn Webinar

STEER the Moment: Practical Skills for Difficult Patient Conversations
December 1, 2026 | 12:00 PM - 1:00 PM ET | Zoom

This webinar gives supervisors and managers tools to train frontline medical-practice personnel with a simple, practical approach to responding to difficult patient interactions, while helping supervisors reinforce the same skills with their teams.

The goal is not to teach employees how to “fix” every difficult patient or tolerate inappropriate behavior. The goal is to help employees STEER the interaction toward the next safe, workable step.

Learning Objectives

  1. Recognize escalating patient interactions and manage your own response before reacting or making the situation worse.
  2. Use the STEER the Moment framework to acknowledge concerns, communicate choices, and set appropriate boundaries without arguing or over-accommodating.
  3. Determine the next safe, workable step by knowing when to resolve the situation yourself, involve a supervisor, or follow the practice’s escalation or safety procedures.

Webinar Presenter

Jennifer Leake PhotoJennifer Leake, CMC
Founder and Principal Consultant
Assessment Pros LLC
Jennifer Leake, CMC®, is the founder and principal consultant of Assessment Pros LLC and creator of the Best Job Ever® Playbook. With more than 30 years of experience in consulting and leadership development, she helps organizations strengthen hiring, employee engagement, and leadership. Jennifer is known for turning people challenges into practical steps teams can use right away. In STEER the Moment, she'll share a clear approach to difficult patient conversations that helps staff respond calmly, set boundaries, and choose a safe next step.

Registration

This webinar is free but you must be registered to attend. Space is limited so register early! After you register, you will receive an emailed confirmation with webinar and phone-in instructions. Please check your spam/junk folder if you do not see the confirmation email after you register.

Register Online Today

Questions

If you have any questions, please contact us at [email protected].