Communication That Matters: How Compassionate Language Can Increase Authorizations

Messages and communications all come down to the delivery. In the donation community, delivery is important when you are speaking with donor family members and next of kin. Compassionate language isn’t always natural for everyone, but it is a necessity when speaking with individuals who lost their loved one just hours before.  By using compassionate language and keeping a calm and steady tone, donor coordinators and call center staff are able to help navigate individuals through a very important discussion during their worst moments.  During this webinar, three experienced eye bank professionals discuss donor authorization phone calls and how to communicate with individuals in a compassionate and effective manner.  

 Through presentations and audio recordings, attendees will learn the following:

  • The importance of compassionate language and how to communicate with compassion
  • Steps to prepare for and lead the call with the next of kin
  • How to navigate next of kin through the UDRAI and sensitive topics
  • Tips for training staff and providing feedback

 Authorization rates can increase with the utilization of compassionate language, expert navigation of the UDRAI and effective staff training. Purchase this session today to learn more!


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1.00 CEU credit  |  Certificate available
1.00 CEU credit  |  Certificate available