Course curriculum

  • 1

    Welcome to the course!

    • A message from Dr. Krupp

    • A message from your instructor

    • Course Introduction

    • Putting this course in perspective

    • Before we begin...
  • 2

    Let's get started!

    • The Why

    • The What
  • 3

    The How

    • Engagement

    • Empathy

    • Communication Skills

    • Gestures of Respect

    • GREAT Interactions

    • Service Recovery
  • 4

    Practical Applications

    • Addressing specific challenges

    • Scenario 1

    • Scenario 2

    • ASSIGNMENT: What would you say and do?
  • 5

    Next Steps...

    • Wrap Up

    • Claim Your CME credits