Webinar Date: Thursday, July 17, 12 p.m. CST / 1 p.m. EST
Free CE Webinar Presented by CEimpact and Pharmacists Mutual Insurance Company
Webinar Topic: Communication Under Pressure: Self-Assessment and De-escalation
High-stress interactions—whether with patients, families, or colleagues—can challenge even the most seasoned professionals. Effective communication under pressure in these moments not only protects relationships but also helps mitigate risk. This podcast-style webinar provides you with practical tools to navigate emotionally charged or high-risk conversations with greater confidence, clarity, and empathy.
Through guided self-assessment and evidence-based techniques, you will explore the critical role of emotional intelligence in shaping your communication under pressure. The course emphasizes proactive strategies for de-escalating tense situations, setting clear communication goals, and aligning messaging with both emotional awareness and professional objectives.
You will also gain insights into how thoughtful documentation of difficult encounters can serve as a risk management tool in preventing or responding to liability issues.
Learning Objectives:
- Identify common high-risk interaction scenarios that present in coordination with patients and/or colleagues.
- Identify and assess key components of your emotional intelligence to recognize how your emotions influence communication under pressure.
- Define clear communication goals and desired outcomes before engaging in difficult or emotionally charged discussions.
- Implement effective de-escalation strategies that align with your communication objectives while maintaining emotional composure and empathy.
- Discuss how documentation of challenging interactions may assist in mitigating risk as it relates to professional liability or employee-related liability claims.
This webinar is free and accredited for 1 hour of dental or pharmacy continuing education.
Speakers:
Julie Goldberg, DDS; Dental Risk Management Consultant, Pharmacists Mutual Insurance Company
Alison VanOtterloo, CPA, CPCU, ARe, CIC, CIA, AIAF, Macc; Senior Vice President, Underwriting & Risk Management, Pharmacists Mutual Insurance Company
