Turning Tension into Trust: Team Training to Improve the Customer Experience in LTC (Part II)

CEC Customer Service Management Subcommittee

The Turning Tension into Trust Team Training Program continues with Part II, 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, external partners, and community stakeholders.

In today’s long term care environment, interactions with external stakeholders are critical moments that shape confidence, collaboration, and overall perception of care. Whether communicating with media representatives, hospital partners, or specialized care teams, the way organizations respond during moments of uncertainty, concern, or disagreement can significantly influence trust and outcomes. This program focuses on transforming challenging situations into opportunities for connection, transparency, and stronger partnerships through effective communication and teamwork.

Part II of the training centers on real-life customer experience scenarios involving external stakeholders, including media relations, hospital partnerships, and dementia care units. These scenarios reflect common interactions where communication, coordination, and response strategies play a critical role in maintaining trust, supporting relationships, and reinforcing a commitment to quality care.

Through these realistic interactions, participants will explore how moments such as public inquiries, transitions of care, differing expectations, or complex behavioral situations can either create additional challenges or become opportunities to demonstrate professionalism, empathy, and collaboration.

Part II of this training consists of three scenario-based scripts designed to build practical, applicable skills and facilitate meaningful discussion among team members. Each scenario examines the unique dynamics of working with external stakeholders in long term care, including the importance of timely communication, relationship management, transparency, and consistent responses. Participants will learn how to recognize stakeholder concerns, communicate effectively across organizations, manage challenging conversations, and apply approaches that strengthen confidence in the care experience.

Each scenario may be completed independently or together as part of a comprehensive team-based learning program.

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.