Turning Tension into Trust: Team Training to Improve the Customer Experience in LTC

CEC Customer Service Management Subcommittee

The Turning Tension into Trust team training program is now available on ahcancalED. Developed by and for long term care providers, this customer experience and satisfaction resource equips frontline staff and leaders with practical skills to navigate challenging interactions, strengthen relationships, and build trust with residents, families, and colleagues.

In today’s long term care environment, moments of tension are inevitable. How teams respond in those moments can significantly impact satisfaction, trust, and overall perception of care. This program focuses on transforming difficult situations into opportunities for connection, understanding, and improved outcomes through effective communication and teamwork.

Part 1 of the training is now available and centers on real-life customer experience scenarios involving internal frontline departments, including front desk/reception, dining services, recreation and activities, and housekeeping. These scenarios reflect common, day-to-day interactions where tension may arise and where staff responses play a critical role in shaping trust, satisfaction, and overall perception of care.

Through these realistic interactions, participants will explore how everyday moments—such as service delays, unmet expectations, or miscommunication—can either escalate frustration or become opportunities to reinforce empathy, professionalism, and teamwork.

Part 1 of this training consists of five scenario scripts, each designed to build practical, applicable skills, and facilitate open discussion amongst team members. Each scenario explores the foundations of customer experience in LTC, the common sources of conflict and dissatisfaction, and proven strategies to prevent escalation and resolve concerns. Participants will learn how to recognize emotional cues, respond with empathy, and apply consistent approaches that support a positive care experience. Each scenario may be completed independently or together as a comprehensive team-based learning program.

Across all scenarios in Part 1, the training emphasizes four core focus areas, which serve as common themes throughout the program:

1. Awareness and empathy – understanding perspectives, emotions, and expectations
2. Communication and listening – using clear, respectful, and effective communication techniques
3. De-escalation and service recovery – managing tension, addressing concerns, and restoring trust
4. Team alignment and consistency – reinforcing shared values and coordinated responses across roles

Each focus area builds on the previous one, helping teams develop confidence and consistency when navigating high-emotion situations across departments.

Registration is free to AHCA/NCAL members.

Questions about the resource may be sent to research@ahca.org. Technical assistance may be directed to educate@ahca.org.