Missed Signals: Navigating a Difficult Phone Conversation


March 12, 2019

Continuing education credits available until:
March 12, 2020


During organ and tissue procurement, crucial conversations occur without the helpful subtext of body language or other visual cues. The dynamics of communication in this field can be intense whether it be authorizing donation with a grieving family, allocation of an organ when logistics are complicated, or time-sensitive outreach/responses needed in the middle of the night. Join us to hear from nationally renowned André Salvage as he helps us to hone skills that will make us successful with each remote interaction. André Salvage and Associates are experts in the elements of these interactions that can make the difference between a challenge and a successful outcome. With the current improvements & limitations in technology, interactions in both a professional setting and within the donor process have introduced new approaches to “old processes.”

Learning Objectives:

At the end of the webinar, participants should be able to:

  • Identify different ways to explore emotional response from identifiable cues.
  • Cultivate a better method of addressing conflict and misunderstandings without face-to-face cues.
  • De-escalate high-intensity emotions over the phone & increase staff capacity for resiliency during challenging phone conversations.


  • André Salvage
  • Karen Keese
  • Jaclyn Manzanedo (Moderator)

View Speaker Biographies

Target Audience:
Members of the donation and transplantation community serving diverse populations to include administrators, coordinators, physicians, nurses, surgeons, managers, quality improvement specialists, social workers, and other donation and transplantation center professionals and their colleagues.

Continuing Education:
CEPTC - The Organ Donation and Transplantation Alliance is offering 1.0 Category I CEPTC credit from the American Board for Transplant Certification. Certified clinical transplant and procurement coordinators and certified clinical transplant nurses seeking CEPTC credit must complete the evaluation form within 30 days of viewing the recording.

Nursing - The Organ Donation and Transplantation Alliance is offering 1.0 hour of continuing education credit for this offering, approved by The California Board of Registered Nursing, Provider Number CEP17117. 


Pricing and FAQs


OnDemand Recording - Availalble Until 03/12/2020: Missed Signals: Navigating a Difficult Phone Conversation

Register Now

  • Tuesday Mar 12 2019, 2:00 PM - 3:00 PM