10:30 a.m. -12:00 p.m.
Instructor: George Gilpatrick
Description: Performing collections requires professionalism and training. Conflicts arising from confrontational or obstructive donors may sometimes eventually lead to a refusal to test but they will nearly always result in a disputed outcome and an unhappy client. This course provides a clear process for drawing the line between unpleasant behavior and that which can result in a clear determination of a refusal to test. Using the regulatory parameters, the collector and collection site staff will be able to complete more tests, reduce refusals and confrontations, and reduce conflicts for the client employers.
Cost: $99 Members/$149 Non-Members