CALA News & Views | Issue 49 | Top 5

5

By Douglas Armstrong, Belmont Village, L.P.

TIPS

for

Managing

DIFFICULT

Difficult conversations are an inevitable and inescapable part of the daily management of an Assisted Living community. Nearly everyone, however, dreads the difficult, challenging conversation, including conversations in which we have to deliver unpleasant news, discuss a delicate subject, or talk about something that needs to change or has gone wrong. The following tips will hopefully help you to understand the need for a difficult conversation, how to prepare for the conversation, how to effectively conduct the conversation to achieve a reasonable and productive outcome, and how to complete a post conversation evaluation. Conversations

JANUARY 2010, VOLUME 1 8 CALIFORNIA ASSISTED LIVING ASSOCIATION