8:30 am – 4 pm
• How to manage the stress that will occur during survey
• How to keep your cool and how to teach your staff to keep their cool during survey
o Staff can make mistakes when surveyors are present BECAUSE surveyors are present
o How to be aware of how you may come across to staff and surveyors in stressful situations
• How to defend your staff, care and practices without coming across as argumentative
• How to ask questions of the surveyors that are more likely to get answered
• How to recap what you are hearing from a surveyor to increase understanding and lower the tension without sounding disrespectful
• How to disagree without being disagreeable
• How to respond when you feel a surveyor is being disrespectful or unprofessional
o How to forward concerns to the surveyor’s supervisors without increasing the risk of retaliation
• How to create empathy for… with… and from surveyors
• How to keep the focus on quality care and quality customer service even during the very stressful survey week.
This workshop is highly interactive and designed with opportunities for many practical take-aways.
7.0 CEUs provided
Country Inn & Suites– Boise West
3355 East Pine Avenue
Meridian, ID 83642
Hotel is 100% Non-smoking (outside smoking area is available) & No Pets.
Amenities include: Complimentary airport taxi, hot Breakfast, high speed internet in every room, indoor pool & Jacuzzi hot tub, Business Center, Fitness Center, book lending Library, guest laundry. Spacious rooms include refrigerators and microwaves. The hotel is located within walking distance to dining where most guests receive up to 20% off meals exclusive to this hotel.
Reservations may be made online or calling the hotel directly. Preferred rate is $99/night (does not include taxes). Click on this LINK to register.
SpringHill Suites by Marriot – Boise
6325 N. Cloverdale Rd.
Boise, ID 83713
Reservations may be made by calling the hotel directly at 208.939.8266 or 888.236.2427. A preferred corporate rate to Idaho Health Care Association is 15% off the “Best Available Rate”. These rates do not include applicable state and local taxes.
Traveler Benefits include: Free parking, complimentary Breakfast Buffet, complimentary wireless or wired internet access, daily newspaper, use of on-site fitness center & indoor heated pool, Business Center and 24/7 Market. The hotel will provide shuttle service from the hotel to the IHCA office and back provided you make arrangements with the front desk, in advance.
Jan Salisbury is the president of Salisbury Consulting. For over 30 years, Jan Salisbury, MS PCC, has helped diverse organizations by developing leaders, teams and engaging cultures. She is the Chair of a Vistage Small Business CEO/Owner Peer Advisory Board as well as a Key Executive Peer Advisory Board and is passionate about growing our community one leader at a time. She is the co-founder of the Idaho Coaching Association, the co-developer of Leaders Who Coach as well as a credentialed executive coach with the International Coaching Federation. Her clients range from: Healthwise, Idaho Power, the Idaho Nonprofit Center, Treasure Valley Y, Hawley and Troxell, Universal Studious, American Seafoods, Washington State Legislature, City of Boise and Simplot.
Janet Kaufman is co-founder of the Grump Meter ™ and the author of four books, including The Grump Meter: A Family Tool for Anger Control and The Grump Meter Workbook. Working with leaders to empower and engage emotional intelligence in diverse settings, Kaufman consults and leads professional development in education, business and community centers throughout the world, including Holland, Ethiopia, France and Israel. A former Professor and Director of English at the University of Utah, Janet takes her work to wherever people want to make the world a little less grumpy.
- $250/person if register before August 10th
- $300/person late registration
- $300/person if register before August 10th
- $350/person late registration
Cancellations & No-Shows
Cancellations are subject to a $50.00 fee if made more than seven (7) business days prior to the event. There will be no refund or credit granted for “no-shows” and cancelled registration within seven (7) business days of the event. Training dates are subject to change. Additional dates may be added due to demand. Please note — IHCA reserves the right to re-schedule any training that does not meet minimum registration requirements.