Placing a loved one into or helping them choose residential care is an emotional decision and process.
It can be considered a grief experience – one of loss.
It could be represented in the loss of identity, lifestyle or independence.
As a clergyman serving faith and social service communities, I’ve visited hundreds of people in scores of retirement communities, assisted living residences and long term care facilities. I have cared for and worked with families and residents for over 30 years.
Having to place my own mother into residential care, I know the difficult emotional decisions that families have to make and what is emotionally involved in that process. I also know the challenges faced by retirement home professionals face in dealing with residents, their families and other staff members. This is the unique approach to the retirement home business from a clergy and resident family’s perspective that I provide.
This experience has taught me a lot about human nature — and the vital role people care skills play in the independent and assisted living sector.
These skills are the key to helping you and your staff maintain a positive perspective, to be caring and have a healthy attitude and to demonstrate confidence and act accordingly.
If you work with or serve people, you are in the people business & you need people skills
You can’t have your staff stressed out or maxed out. You can’t potentially lose business by turning off families and their friends because they lack empathy or are perceived as uncaring or unprofessional. Every resident you serve provides the opportunity for them and their families to speak well of the service you provide or not. Word of mouth is the key to relationship marketing and getting more referral business.
I work best when I make a presentation to staff members and follow this up with one on one coaching with them. Done either via the phone or internet this helps to lock in the learning and models the coach approach that they can take with their team members.
Take the coach approach to help your staff be more engaged in their work by:
- Managing conflict Constructively
- Dealing better with Difficult People
- Developing relationships of trust & rapport that lead to increased client satisfaction
- Providing Stellar Service & getting more word of mouth and referral business
Click here to download Dr. Jim’s one page – Retirement Home Professionals