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The hard conversations, handled

Guides on hard patient conversations, de-escalation, and staff training. Written for the people who run care teams.

All articlesDe-escalationHealthcare communicationOnboarding & retentionTraining programs
A nurse educator listening as a newer nurse in a headset practices a conversation at a laptop in a staff education room
LatestTraining programs

AI training tools for healthcare: 9 compared

9 AI training tools for healthcare staff, compared: AI course building, AI conversation practice and AI virtual patients, with prices and limits.

Roman Shauk · Oct 22, 2026 · 6 min read

A front-desk coordinator at a medical practice on a call while a returning patient checks in at the counterHealthcare communication

Patient retention strategies: what to say

Patient retention strategies for medical and dental practices: why patients leave, the 7 moments it happens, and the words your front desk can use.

Oct 13, 2026 · 8 min read

A clinic training manager listening while a receptionist rehearses a difficult call at the front deskTraining programs

AI roleplay training: 12 questions to ask vendors

12 questions to ask before you buy an AI roleplay training platform for healthcare: what a good answer sounds like, the red flags, and how to test it.

Oct 13, 2026 · 10 min read

A scheduler on a call at a healthcare call center while her supervisor listens in beside herHealthcare communication

Healthcare call center best practices for 2026

Healthcare call center best practices with sourced benchmarks: the metric patients feel, the hard calls behind every number, and how to train agents.

Sep 29, 2026 · 9 min read

A patient writing her appointment time on a card at a medical office front desk while the receptionist waitsHealthcare communication

How to reduce patient no-shows: what works

How to reduce patient no-shows with what the trials support: who gets a text or a call, the four calls that decide it, and the no-show fee rules by payer.

Sep 23, 2026 · 8 min read

A medical office receptionist on a headset at the front desk, answering a call while a patient waits at the counterHealthcare communication

Receptionist phone script examples: medical and dental

Receptionist phone script examples for medical and dental offices: 10 calls with the caller's pushback written in, plus the HIPAA voicemail rule.

Sep 20, 2026 · 7 min read

A charge nurse seated across a small table from a patient's adult daughter in a quiet hospital consultation roomHealthcare communication

Medical error disclosure: what to say, step by step (CANDOR)

Medical error disclosure, step by step: what patients are owed, the CANDOR checklist with the words to say, what not to say, and what it does to lawsuits.

Sep 16, 2026 · 6 min read

AIDET training: how to roll it out so front-desk and phone staff actually use itHealthcare communication

AIDET training: how to roll it out so front-desk and phone staff actually use it

AIDET training that sticks: the five behaviors in front-desk and phone language, why rollouts stall, a 30-day rollout plan, and how to score it.

Sep 11, 2026 · 7 min read

A care aide crouched at eye level beside an older resident in a memory-care common roomHealthcare communication

How to talk to someone with dementia: say this, not that

How to talk to someone with dementia: 6 adjustments, what not to say, scripts for 'I want to go home' and sundowning, and the training care staff need.

Sep 11, 2026 · 7 min read

A clinician seated at eye level listening to an older patient in an exam roomHealthcare communication

Patient-centered communication: definition and 6 functions

Patient-centered communication defined: the 6 functions, the basic skills, what it sounds like at the desk, phone and bedside, and how teams practice it.

Sep 11, 2026 · 6 min read