Thanks a LATTE! Resolving Conflicts With Warmth, Strength, & Engagement

Date: December 11, 2019

Time: 02:00PM - 03:00PM

You must be registered to participate!


This webinar examines the conflict resolution strategies taught by Starbucks and how they can be effectively applied to healthcare & management settings. Following this simple engagement outline, individuals will not only deescalate conflict situations, but will also reach positive solutions with both customer and staff buy-in.


At the end of this course attendees will be able to:

  • Understand and implement the LATTE communication strategy in customer service situations
    • Listen
    • Acknowledge
    • Thank with sincerity
    • Take action
    • Explain
  • Teach front-line staff members how to use this method of communication to foster more positive patient interactions and increase patient satisfaction in both front desk and clinical settings
  • Apply positive communication strategies in both manager to staff and peer to peer interactions to develop open communication practices, decrease “because we’ve always done it that way” reasoning, and decrease miscommunication and feelings of not being heard between supervisors and subordinates