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1. Apply strategies to decrease errors in communication.
2. Plan dialogue to use during difficult workplace situations.
3. Choose strategies that motivate and inspire employees individually and as a team.
4. Integrate the essential elements for a dynamic oral presentation.
5. Assess nonverbal communication during one to one interactions.
6. Contrast effective and ineffective informal communications.
7. Develop new approaches for the challenging, everyday conversations.

Communication

• 12 must-know strategies for verbal communication
• Word choice basics: Simple, specific, select
• Verbal assertiveness to use with employees and others
• Generational differences in communication
• Essential tips for results-orientated meetings
• Ways to improve verbal communication skills

Navigating Difficult Situations in Healthcare

• Working with difficult employees, providers, administrators, patients/families
• Strategies for effective negotiation with administrators
• Wording for staff interventions and evaluations
• Conflict resolution techniques
• Conveying bad news to patients/families
• How to deliver corrective action to staff
• Respond with Heart: Service recovery method
• Using intuitive design on the front end to avoid difficult situations later

Motivating and Inspiring Employees

• Strategies to motivate and inspire
• Discovering the variety of motivations
• Key phrases for coaching
• How to give directive feedback
• Using advocacy-inquiry script
• How to get positive results from challenging conversations

Teaching Staff to Communicate for Safety

• Communicating to prevent errors
• Closed-loop communication
• Strategies to debrief after critical incidents

Promoting Team Work

• Effective team builders
• Teaching team communication strategies
• Using team self-correction training

Creating Dynamic Oral Presentations

• Audience assessment
• Secrets of effective power presentations
• Presentation “Don’ts” that can easily be avoided
• Overcoming fear of public speaking

Nonverbal Communication Strategies

• 10 critical body language tips
• Nonverbal communication traps
• Cultural differences
• Strategies for active listening

Using Persuasive Visuals

• 6 must-know charts for conveying results
• Do’s and Don’ts of using charts/graphs

Refining Informal Writing

• The 10 times not to email
• Passive versus active voice
• Guidelines for writing meeting minutes
• Writing memorable memos

Exploring Formal Writing

• 10 tips for improving written documents
• Language structure for report writing
• Policy writing simplified

Theresa Puckett is a certified nurse educator who has held a variety of academic teaching appointments at the undergraduate and graduate levels. Currently, she works clinically as a nurse at The Cleveland Clinic and as an EMR Consultant for a large healthcare group. Dr. Puckett has taught lecture, clinical, and lab courses in addition to serving as a preceptor for nursing education graduate students.

Dr. Puckett is a member of the National League for Nursing and served on the first CNE Certification Commission. She also served on the Educational Leadership Advisory Council for the Ohio League for Nursing. Theresa earned a BSN from Ursuline College, MSN and PhD from University of Akron and a postmaster’s certificate in nursing education from the University of Toledo. She has presented at several national and state conferences and is known for her engaging presentation style and use of audience participation. She looks forward to sharing her best creative teaching/learning strategies with you! Speaker Disclosures:
Financial: Theresa Puckett has an employment relationship with University Hospitals Richmond Medical Center; Euclid Hospital, Lutheran Hospital Cleveland Clinic Foundation; and Stark State College. She receives a speaking honorarium from PESI, Inc.
Nonfinancial: Theresa Puckett is a member of the American Nurses Association; American Psychiatric Nurses Association; and American Psychological Association.

Save time and $10 off the price of other submission methods – purchase & take the CE test online for $9.99 USD per participant. Additional processing fees apply for other submission methods (i.e. mail, fax, etc.). Please contact our Customer Service at 1-800-844-8260 for more details.

Listed below are the continuing education credit(s) currently available for this non-interactive self-study package. Please note, your state licensing board dictates whether self study is an acceptable form of continuing education. Please refer to your state rules and regulations.

Certificates of Successful Completion are available for email, download and/or printing from your online account immediately following the successful completion of the post-test/evaluation.

**Materials that are included in this course may include interventions and modalities that are beyond the authorized practice of mental health professionals. As a licensed professional, you are responsible for reviewing the scope of practice, including activities that are defined in law as beyond the boundaries of practice in accordance with and in compliance with your professions standards.

All members of the PESI, Inc. planning committee have provided disclosures of financial relationships with ineligible organizations and any relevant non-financial relationships prior to planning content for this activity. None of the committee members had relevant financial relationships with ineligible companies or other potentially biasing relationships to disclose to learners. For speaker disclosures, please see the faculty biography.

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Nurses/Nurse Practitioners/Clinical Nurse Specialists - Credit Expired: 5/3/2019
No CE available for this board.

California Nurses: PESI, Inc. is a provider approved by the California Board of Registered Nursing, Provider #:17118 for 6.0 self-study contact hours.

You will need to provide your license number to PESI. PESI must have this number on file in order for your hours to be valid.

Florida Nurses: PESI, Inc. is an approved provider by the Florida Board of Nursing. Provider #: FBN2858. These materials qualify for 6.0 self-study contact hours.

Iowa Nurses: PESI, Inc. is an approved provider by the Iowa Board of Nursing. Provider #: 346. Nurses successfully completing these self-study materials will earn 7.2 self-study contact hours.

Copies of the evaluation may be sent to the IBON. You will need to provide your license number to PESI. PESI must have this number on file in order for your hours to be valid.

Florida Occupational Therapists & Occupational Therapy Assistant: PESI, Inc. is an approved provider with the Florida Board of Occupational Therapy. Provider Number 50-399. This self-study course qualifies for 6.0 continuing education credits.

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Physical Therapists & Physical Therapist Assistants
This self-study course consists of 6.0 clock hours of instruction that is applicable for physical therapists. CE requirements for physical therapists vary by state/jurisdiction. Please retain the certificate of completion that you receive and use as proof of completion when required.

California Physical Therapists & Physical Therapist Assistants: PESI, Inc. is recognized by the Physical Therapy Board of California as an approval agency to approve providers. This self-study lecture qualifies for 6.0 continuing competency hours.

Illinois Physical Therapists & Physical Therapist Assistants: PESI, Inc. is a Registered Physical Therapy Continuing Education Sponsor through the State of Illinois Department of Financial and Professional Regulation, Division of Professional Regulation. License #: 216.000270. This self-study course qualifies for 6.0 CE credit hours.

New York Physical Therapists & Physical Therapist Assistants: PESI, Inc. is recognized by the New York State Education Department, State Board for Physical Therapy as an approved provider for physical therapy and physical therapy assistant continuing education. This self-study course qualifies for 7.2 contact hours.

Texas Physical Therapists & Physical Therapist Assistants: This self-study activity is provided by the Texas Board of Physical Therapy Examiners Accredited Provider #2106032TX and meets continuing competence requirements for physical therapist and physical therapist assistant licensure renewal in Texas. This activity will provide 6.0 CCUs. The assignment of Texas PT CCUs does not imply endorsement of specific course content, products, or clinical procedures by TPTA or TBPTE. Full attendance is required; no partial credits will be offered for partial attendance.

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Other Professions
This self-study activity qualifies for 6.0 clock hours of instructional content as required by many national, state and local licensing boards and professional organizations. Retain your certificate of completion and contact your board or organization for specific filing requirements.

Disclaimer: **Information obtained in this course should be used within your scope of practice.
**It is your ethical responsibility to report accurate hours to your licensing board.
**All self-study participants must complete and pass (80% or better) a post-test and evaluation prior to receiving a certificate of completion. If you require a copy of the test/evaluation for CE purposes, please print at the time you take the test. Or you may call our customer service department and a copy of your test/evaluation will be emailed to you. Please allow 30-45 days.

Case Managers, Nurses, Nursing Home Administrators, Occupational Therapists & Occupational Therapy Assistants, Physical Therapists/Physical Therapist Assistants, Physician Assistants and other Healthcare Professionals