Managing Client Expectations

Managing expectations is a process of helping people know how to be right and when to be satisfied.  In a hospice setting, patients and their families are obviously under tremendous stress.  People may not be at their best.  How can you manage unrealistic expectations in a respectful way?

For caregivers, the personal rewards of providing health care services are closely linked to the quality of relationships developed with clients and their families.  How can you create a positive experience for every client, even when time is limited?  Learn to strategically focus on two things that almost every person wants and understand the key driver of client satisfaction.  Attend this session to learn and appreciate how you make a difference, even in brief relationships.



  • Save the cat – what you can learn from screenwriters about inspiring trust and confidence
  • Creating realistic expectations for clients and their families
  • The key driver of client satisfaction
  • Responding to unrealistic expectations
  • Three ways to create rapport, even when your time is limited

 Recorded Thursday, April 10, 2014


    • A self-assessment tool for staff training and pre-hires
    • 5-step process for helping clients self-prioritize their needs
    • Template for identification of emotional needs
    • References and resources (book and Internet resources) for additional learning and topic exploration



This informative session will be valuable for anyone who provides care or service to clients and to leaders who are responsible for helping staff handle client encounters in a responsive, respectful way.