SLC 2017 Day 2: Dealing with Difficult People

peeping-tom-316125_640Have you ever worked with one of those people that made you want to:

  • Avoid them?
  • Divorce them?
  • Shout at them?
  • Give them up for adoption?
  • Terminate them?
  • Complete successful physical damage?

If the answer is “yes” to any of these questions you need to try another alternative. That alternative is to learn how to deal with them. As hard as that may seem, it is possible!


At the completion of this session the participants will be able to:

  1. Develop an understanding of how to deal with different communication approaches
  2. Implement the concept of customer in their daily interactions
  3. Develop appropriate communication skills to ensure the implementation of 50/50 relationships
  4. Implement techniques for improved intershift, interdepartmental and interpersonal relationships
  5. Deliver positive and negative feedback so it is truly useful
  6. Develop techniques for handling supervisory-employee situations, including how to prepare a workable action plan on their difficult individual
  7. Understand the relationship between the “pleasaholic” and the “BMG”
  8. Develop the ability to implement a 5-step customer satisfaction process in dealing with difficult customer situations

This session is designed to prepare the participants with appropriate “how-to” information to develop assertive conflict management skills that can produce a successful interaction for the organization and, at the same time, for the individuals involved.

Learn more about our facilitator Clint Maun.

Summer Leadership Conference: Who Should Attend?

Long-term care leaders who want to increase levels of productivity and cooperation in his or her organization or community. Administrators, CEOs, facility owners, ACHCA and NYSHFA members and nonmembers, healthcare company providers who will benefit from this week-long workshop.

SLC 2017 Day 1: 7 Keys to Personal Success and Happiness in a Healthcare Job

Let’s face it. A successful professional career can be wrought with high turnover, long hours, low staffing and often, little payback. While employees may love the work they do, finding true success and happiness in such an environment can seem impossible … a closed door.

Now, job satisfaction and personal fulfillment doesn’t have to be a dream. After over 30 years of research and personal experience, Clint Maun has developed 7 Keys proven to keep the organization, management, and staff positively engaged, happy, and coming back to work every day with the skills necessary to achieve the essential element for success … balance.

The 7 Keys are relevant today and have been proven to stand the test of time. An absolute return on investment is assured for the individual and the organization.


The participants will learn how to implement these necessary success techniques for themselves, while ensuring their co-workers, bosses and other staff within the organization also achieve the appropriate balance, to feel they have a sense of purpose and happiness in their healthcare career.

By encouraging an environment where the “7 Keys” can be achieved, leadership can unlock the closed doors hindering success in the organization. This dynamic series of 7 unlocking principles are as follows:

Key # 1: Staying highly motivated on a daily basis (even on bad days!) is a must How to Motivate Yourself on a Daily Basis

Key # 2: You must be able to combat negativity Proven Methods for Handling Energy Zapping “Trolls”

Key # 3: Tooting your own horn is essential to success How to Effectively Promote Yourself

Key # 4: You must make you, the boss, and the organization all look good at the same time How toMake Everyone Come Out as Winners

Key # 5: For you to be successful, your team must be successful How to Play on Teams that Pay Off

Key # 6: You must be able to deal with difficult people Winning Tips and Techniques for Dealing with  Difficult People

Key # 7: You must upgrade your value in the organization so that it means something How to Prove Your Worth

The 7 Keys are thought-provoking, specific, immediately applicable and achievable. Through the 7 Keys, organizations, leadership and staff will benefit from effectively utilizing a set of strategies that will help achieve the balance needed for the fulfillment they deserve. Of course, success and happiness is ultimately up to the individual, but the 7 Keys can guide the way.

Learn more about our facilitator Clint Maun.

Summer Leadership Conference: Who Should Attend?

Long-term care leaders who want to increase levels of productivity and cooperation in his or her organization or community. Administrators, CEOs, facility owners, ACHCA and NYSHFA members and nonmembers, healthcare company providers who will benefit from this week-long workshop.

Program Overview for the 2017 Summer Leadership Conference

Program Overview for the 2017 Summer Leadership Conference, Clint Maun, Facilitatorclintmaun-18-9-kb

Below is an overview of the topic schedule for the 2017 Summer Leadership Conference:

Day 1: 7 Keys to Personal Success and Happiness in a Healthcare Job

Day 2: Dealing with Difficult People

Day 3: WORKFORCE 21: Recruitment, Selection, and Retention of Quality Employees

Day 4: Leadership that Drives Results

Day 5: The Art and Science of Teaming

Check back for more detailed descriptions of what we’ll be covering during each day of the conference!

Learn more about our facilitator
Clint Maun.
Summer Leadership Conference: Who Should Attend?

Long-term care leaders who want to increase levels of productivity and cooperation in his or her organization or community. Administrators, CEOs, facility owners, ACHCA and NYSHFA members and nonmembers, healthcare company providers who will benefit from this week-long workshop.

Download The Brochure

Meet Clint Maun — Facilitator for the 2017 Summer Leadership Conference!

clintmaun-18-9-kbWe’re pleased to announce our Facilitator for the 2017 Summer Leadership Conference — Clint Maun, Maun-Lemke President and Senior Partner.

Clint Maun is nationally recognized for his innovative expertise in healthcare consulting, speaking and research. He is one of a select few to receive the CSP designation of distinction, Certified Speaking Professional, from the National Speakers Association.

As co-founder of Maun-Lemke Speaking and Consulting, LLC, Clint has over 38-years experience in healthcare operations, management, leadership, quality enhancement and self-development programs. Clint’s acclaimed leadership process has been successfully implemented in small and multi-facility businesses nationwide. His visions, ideas, techniques and innovative solutions are currently at work in thousands of organizations throughout the country.

Since 1984, Clint has concentrated on “changing the results of healthcare” and improving the “people business” of our profession. He consults and speaks on a diverse range of critical challenges facing healthcare, from revenue and marketing strategies to service excellence, as well as optimizing employee effectiveness. Clint’s strength is optimizing organizational effectiveness with programs targeted to the 3 “C’s” of healthcare: Customers, Co-workers and Collaboration.

Clint has the proven ability to motivate individuals to positive action and implement results-oriented change. Using his vast experience and knowledge of the healthcare profession, Clint also provides free proven and practical best practice stories, tips and anecdotes daily on

Hughes Health and Rehabilitation Receives AHCA Gold National Excellence in Quality Award for 2016

2016-goldCongratulations to our friends at Hughes Health and Rehabilitation on receiving the prestigious AHCA Gold National Excellence in Quality Award for 2016! This award is a recognition of their hard work and excellent care. Hughes has distinguished itself and its staff among the 15,000 nursing centers in the US as truly one of the best.

And congratulations to Mark Finkelstein, a perennial participant in the Summer Leadership Conference, for your vision and perseverance.

The award is the most prestigious of three distinct awards possible through the AHCA/NCAL National Quality Award Program, which recognizes organizations nationally that serve as models of excellence in providing high-quality care.

You can learn more about Hughes on their website.

What Attendees are Saying: Responses to the 2016 Summer Leadership Conference!

conversation-1468159_960_720Here are some of the enthusiastic responses from the 2016 Summer Leadership Conference. We are thrilled that participants were so pleased and engaged with the presentations. We are working to develop another strong program for 2017. Make sure to save the date for the 35th Annual Summer Leadership Conference, July 24 to 28, 2017! Hope to see you there!

  • “Outstanding! Bryan was wonderful. He kept things moving and had strong knowledge. Next year it would be interesting to have the same speakers back to see how they have improved since this year.”
  • “Great! Highly recommend Bryan’s Leadership Conference!”
  • “Without a doubt, the most applicable educational and leadership workshop I have attended – many tools to carry back and apply in my organization.”
  • “Bryan engaged me from Day One. I am not one who enjoys group exercises, but I actually participated. Customer Service and focus is what we do best but like the Olympians, we want to do better.”
  • “Excellent!”
  • “All terrific.”
  • “Dynamic – Energetic – Knowledgeable”
  • “Excellent overall program – great format! Presented varied teaching methods to enhance learning.”
  • “Great!”
  • “Outstanding Speaker, an enjoyable experience.”
  • “I thought Bryan Williams was exceptional. . . Didn’t want our session to end.”
  • “Excellent content and energy. Loved it.”
  • “Excellent! Exceeded my expectations!”
  • “Great program, thank you!”
  • “Great program. Important topics.”
  • “Best presentation in the history of the program.”
  • “The program is very engaging. My interest and participation was completely at the highest levels for the entire presentation.”
  • “Best program I have attended in years.”

Summer Leadership Conference: Who Should Attend?

Long-term care leaders who want to increase levels of productivity and cooperation in his or her organization or community. Administrators, CEOs, facility owners, ACHCA and NYSHFA members and nonmembers, healthcare company providers who will benefit from this week-long workshop.

Glancing Back, and Looking Ahead; Summer Leadership Conference

With the 34th edition of the Summer Leadership Conference completed, it is now time to reflect and look ahead.

Many of you will recognize yourselves and your team members from the workshop competitions. Congratulations to the winners, and as Nelson Mandela says, “I never lose. I win or learn.” And all of us certainly learned a lot from each other and the excellent, energetic facilitation by Bryan K. Williams.

We added presentations by subject matter experts to the conference in 2016 – Claudette Fleming and Ricky Brathwaite. Their presentations are now available on the Summer Leadership Website:

Looking ahead, please hold July 24 – 28, 2017 for the 35th edition of the Summer Leadership Conference!

Next year’s conference will coincide with the exciting America’s Cup 2017 regatta – you won’t want to miss it.

Americas Cup

You will soon receive an email with hotel reservation information. Because of our long-standing relationship with the Fairmont, Southampton, we will have the same excellent rates next year, so plan to book early. Invite your friends and colleagues! And remember, attendance is limited.

We have already started to plan the conference program for next year, and many of you will be invited to offer your thoughts. Please feel free to contact us at any time with your observations, suggestions, rants, and raves.

Thank you again, and I look forward to seeing you all again next year!

A Moment to Reflect – Focused on the Future

past now future sticky notesIn one of the small-group exercises at the Summer Leadership Conference, one of my ‘Lighthouse Healthcare’ team members said, “I’ve been at this now for 40 years, and I have never seen this much change!” The demands and rigors of healthcare executives and leaders in today’s changing environment cannot be over emphasized. With countless regulatory, human resource, legal, and other content related changes swirling about, the Summer Leadership Conference has proven over its 34-year history to be a valuable resource to a small group of colleagues who take a week to refocus, recharge, and learn from each other.

Stackpole & Associates is proud to be among the organizers of the conference, to preserve its value, and enhance its future. The New York Chapter of the American College of Healthcare Administrators, the New York State Health Facilities Association and Stackpole & Associates are proud of this 34 year tradition, and we are focused on bringing and even better, first-class opportunity to a small group of healthcare leaders in 2017.

Contact Irving Stackpole today to learn more about our focus on the future!


Bermuda’s Aging Health System, Dr. Ricky Brathwaite, Senior Health Economist

RickyBrathwaite_PresentationPresented at the 2016 Summer Leadership Conference: Bermuda’s Aging Health System, Dr. Ricky Brathwaite, Senior Health Economist

Who are we? The Health Council
Quasi-Autonomous Non-Governmental Organisation (QUANGO)
 Established by Bermuda Health Council Act 2004. Operational since
 Structure:
 Council (Board) has 15 members
 Secretariat has 8 employed staff
 Mission:
To regulate, coordinate and enhance the delivery of health
 Vision:
To achieve a quality, equitable and sustainable health system

What do we know?
 Healthcare in Bermuda is not affordable for all
 Relative low income threshold for 2013 was $51,012
 Our chronic disease burden is significant and our aged population is growing
 13% Diabetes compared to 8.3% globally
 Trends demonstrate growth in healthcare costs and expenditures over time
 Subsidies have more than doubled since 2005
 The international standard of health financing has encouraged greater
collaboration within new financing models
 The current Standard Health Benefit package has the potential to limit choice
and competition
 Our population is aging, with an average age now of 51 years old

You can view the full presentation here.

What the US and Bermuda Have in Common: “Perspectives” from Dr. Claudette Fleming, Executive Director of Age Concern Bermuda

ClaudetteFlemingPresThe challenges associated with aging demographics go well beyond the usual and customary calls for more professional, trained personnel, age appropriate accommodations, or medical and rehabilitation services. While all of these are needed, according to Claudette Fleming, DDippl, the Executive Director of Age Concern Bermuda, the history of how we got where we are, or as Dr. Fleming put it, “perspectives” informs what’s possible for the immediate and long-term future. Speaking at the Summer Leadership Conference 2016, hosted at the Fairmont in Southampton, Dr. Fleming described how the Bermudian and US age care systems are headed toward a period of “integration,” after periods of “institutionalization” and “medicalization.”

This is certainly true in both Bermuda and the United States. With very similar demographics, including progressively aging populations, and growing dependency ratios, post-acute care services are drawing significant new attention. Government bodies in the US such as the Centers for Medicare and Medicaid Services (CMS), as well as private intermediaries are looking for efficiencies and economies in the post-acute, or long-term care systems. Dr. Fleming described the current situation in Bermuda for lodging, rehabilitative, and respite services as, “a crisis situation,” and suggested that only political will would resolve the current difficulties. While the supply and demand situation in the US probably isn’t at a crisis, there certainly are imbalances which government and private market forces are attempting to rebalance. Claudette described the government penchant for commissioning study after study, while the underlying issues go unaddressed. In the US, we call this “kicking the can down the road”.

Another painful fact which Bermuda shares with the US is the extraordinarily high cost of healthcare. While it is common to refer to the United States as the most expensive health care system in the world, in fact, Bermuda ranks 3rd among developed economies. Amazing, considering the small size of the country.

The cost of health insurance is another painful similarity. The Bermuda market is of course much smaller than the US, with a population of only 64,000 versus 384,000, the actuarial characteristics of the risk pool mean that health insurance is staggeringly expensive for the average Bermudian family, often costing $10-$15,000 per year. There is no “safety net” insurance available for the island’s poor, such as the Medicaid program in the US. Moreover, with an age-targeted infrastructure that has been developed like topsy, many Bermudian hospital beds are taken by aged consumers who, while not in need of acute-care hospital services, have no other place to go where their chronic care needs can be met.

There certainly are lessons to be drawn from developed countries around the world, including the US and Bermuda, about how to address the expensive and culturally critical care needs of each populations. Dr. Fleming’s “perspectives” are an excellent place to start.

You can see Dr. Fleming’s full presentation here: