Program Information
Program Overview
This certificate program aims to enhance the communication skills, empathy, and customer-oriented service approach of professionals working in home care.
The program focuses on improving the quality of communication with patients and their families, thereby increasing both service efficiency and satisfaction.
Participants gain knowledge and skills in effective interviewing, active listening, information delivery, managing emotional situations, and developing a professional attitude.
Course objectives
Build effective communication skills in home care
Develop the ability to build trust-based relationships with patients and families
Strengthen professional behavior in emotionally challenging situations
Promote a customer-focused and empathetic communication style
Support ethical, high-quality, and sustainable service delivery
Definition and methodology
The program integrates both theoretical and practical components.
Participants learn foundational knowledge through lectures, and then apply these skills in case studies, role-play activities, group discussions, and simulations.
This structure ensures long-term learning and prepares participants for real-life scenarios.
The program consists of 16 hours of training over 4 weeks (4 hours per week).
Learning outcomes
Participants who successfully complete the program will be able to:
Explain and apply the principles of effective communication
Use active listening and empathetic communication during care processes
Communicate respectfully and professionally with patients and families
Develop appropriate communication strategies for emotionally intense situations
Adopt a customer satisfaction–focused and ethically grounded service approach
Weekly schedule
Duration: 4 weeks, 4 hours per week, total 16 hours
Week 1: Effective Interviewing Techniques (4 Hours)
Theoretical Content (2 Hours)
Importance of effective interviewing: building trust with patients and families
Stages of an interview: opening, information gathering, informing, closing
Role of body language, tone, and facial expressions
Methods for developing empathy
Practical Activities (2 Hours)
Role-play: simulated interview with patient and family
Case analysis: correct and incorrect practices in various interview scenarios
Group work: developing effective opening phrases for daily care conversations
Week 2: Active Listening and Understanding (4 Hours)
Theoretical Content (2 Hours)
Definition and importance of active listening
Listening barriers and solutions
Recognizing verbal and non-verbal cues
Understanding emotional reactions and responding appropriately
Practical Activities (2 Hours)
Role-play: listening to a patient/family member and giving proper feedback
Group exercise: identifying emotional expressions and developing response strategies
Experience sharing and group discussion
Week 3: Information Delivery and Explanation (4 Hours)
Theoretical Content (2 Hours)
Explaining complex health information in a simple, clear way
Delivering accurate and timely information
Written and verbal communication techniques for patients and families
Preventing misunderstandings
Practical Activities (2 Hours)
Role-play: explaining care plans and medication instructions
Case study: resolving issues caused by misinformation or incomplete information
Group work: preparing and presenting informational materials
Week 4: Managing Emotional Reactions & Customer-Oriented Approach (4 Hours)
Theoretical Content (2 Hours)
Recognizing anxiety, anger, stress, and similar emotions in patients and families
Techniques for managing emotional reactions: staying calm, empathy, guidance
Importance of customer orientation and continuous improvement
Boundaries and professionalism in communication
Practical Activities (2 Hours)
Role-play: communicating with an angry or anxious family member
Group exercise: developing response strategies for emotional situations
Final task: creating a personalized action plan for practical application
General course competences
Effective communication
Empathy and active listening
Professional attitude and ethical awareness
Emotional intelligence and self-awareness
Teamwork adaptability
Customer satisfaction–oriented service approach
Literature and references
Egan, G. (2013). The Skilled Helper
Silverman, J., Kurtz, S., Draper, J. (2016). Skills for Communicating with Patients
Burnard, P. (2003). Effective Communication Skills for Health Professionals
WHO (2018). Patient-Centered Care Guidelines
Stewart, M. et al. (2014). Patient-Centered Medicine
Teaching and learning methods
Lecture • Presentation • Demonstration • Induction • Deduction • Analysis • Synthesis • Case Study • E-learning
Group Work • Discussion/Debate • Presentation • Book-based Learning • Demonstration • Brainstorming • Case Study • Induction • Deduction • Analysis • Synthesis • Simulation • E-learning
Seminar • Presentation • Discussion/Debate • Brainstorming • Induction • Deduction • Analysis • Synthesis • E-learning
Certification
At the end of the training, you will be eligible to receive a certificate issued by IDEIS Training and Research Institute. Upon completing the training program, your certificate will be prepared in Turkish, English, and Dutch within 7 business days, available both as a physical and digital certificate/transcript. You will be able to download the certificate from the system or request a physical copy to be sent to an address you specify. If you request a physical shipment, an additional fee will be required. If the physical shipment is requested but not received and the certificate is returned to our institution, a fee will be charged for resending. Shipping fees may vary based on the participant's location. The rates of courier companies will be requested, and participants will be informed via email before the certificate is shipped.
Skills to be Acquired
The certificate you will obtain at the end of the certification program will significantly contribute to your professional development. Such training programs are considered supportive activities. You can add this certificate, which enhances your development, to your resume and utilize it in your professional career. Your certificate will be issued by IDEIS Training and Research Institute and will be accessible and verifiable through the system. Additionally, your certificate and transcript will be viewable in the system with a barcode.
Participant`s Profile
Employees, graduates, and students currently continuing their studies in relevant fields who wish to develop themselves personally and professionally can apply for the certified training program. Graduates of teaching and pedagogy departments, as well as associate and four-years bachelor's degree graduates in fields such as social services, psychology, sociology, psychological counseling and guidance, education, medicine, nursing, and child development, are eligible to participate in this program.
Participation Process
The certification program, organized by IDEIS Training and Research aims to contribute to your personal and professional development and includes the following steps:
You can apply for this certification program regardless of your country or location.
Applications that have not been properly submitted will not be accepted.
You can complete your registration process online.
Applicants are responsible for the accuracy of the information entered during the application process.
All information must be filled out accurately and completely.
Payments should be made to the specified bank account.
After the payment, a receipt will be sent to the email address you provided during registration.
You must write the name of the certification program in the description section when making the payment.
The delivery of lessons will be conducted either through an online or offline system, depending on the number of participants.
Throughout the training period, from start to finish, all course videos will be accessible 24/7, allowing you to watch them as many times as you wish, at your convenience.
After completing your registration, your username and password will be sent to you via SMS.
Post-program evaluations will be conducted either online or offline using methods such as project work, exams, multiple-choice tests, presentations, mutual report preparation with relevant institutions, and similar techniques.
The entire certification program, including the examination period, lasts for a total of 4 weeks.
You have two free attempts for evaluations.
Candidates who successfully pass the post-program evaluation will be eligible to receive the certificate.
At the end of the certification program, participants will be awarded a "Certificate Document."
Frequently Asked Questions
Is it necessary to visit the institution either during the application process or after for the online training?
No, the online training program is conducted entirely online. You do not need to visit the institution physically for the application or any other processes. All procedures are handled through the online system.
Is access only possible via a computer?
No, you can access the system via a computer, tablet, or mobile device. The platform can be accessed with any device that has an internet connection. The application is also compatible with mobile devices.
How will I access the system?
Once you complete your registration, your username and password will be sent to you via SMS or email. You can log in to the website using this information, where step-by-step guidance will be provided from the login screen.
I cannot access the site; what should I do?
First, make sure you have entered your username and password correctly. If you have forgotten your password, you can use the "Forgot Password" option to create a new one. If the problem persists, please contact the technical support team.
I am experiencing difficulties logging in; the system does not accept my credentials. What should I do?
Ensure that you have entered your credentials correctly and paid attention to case sensitivity. If you are still unable to log in, you can reset your password using the email address registered in the system.
There is an error in my information. Is updating it sufficient?
Yes, once you have logged into the system, you can update your profile information. To correct any errors, simply access the profile editing page. Updates will be applied immediately.
Where can I access my courses?
Can I start with any course I want?
Courses are generally presented in a structured sequence that must be followed. However, some programs may offer flexibility between certain courses. It is best to proceed in the order specified by the system for optimal learning.
I have enrolled in multiple programs; which one should I start with?
If there is a priority order indicated among the programs you are enrolled in, follow that sequence. If no order is specified, you may start with the program that best suits your needs. As long as you have access to all programs, there will be no issues.
The videos on the system are not playing; what should I do?
Check if your browser is up to date and verify your internet connection. You can also try using a different browser.
Is it mandatory to watch the courses? Can I skip one or a few lessons?
Yes, watching the courses is mandatory. Completing the entire training program requires viewing all lessons. Skipping lessons may affect your eligibility to take projects, exams, or receive the certificate.
I have completed the lessons in the course package. What should I do next?
After completing all lessons, the projects or exams will become available. You must pass the project or exams to have your certificate issued, which you can then download from the system.
When will the project or exam become available?
The project or exam will automatically become available after you complete all lessons. Exam access will be opened by the end date of the program. You can follow detailed information on the system.
Until when can I take the project or exam?
The duration for taking the project or exam is defined at the beginning of the program and typically lasts for 8 weeks. You can take the exam within this period. The deadline will be clearly indicated on the system.
Where will I access the project or exam?
How are the project or exam conducted?
Projects or exams are conducted online. Depending on the program, the exam may be in the form of a multiple-choice test or a project assignment. The type and details of the exam will be explained in the system.
How many questions will there be on the project or exam?
The number of questions on the exam varies depending on the training program. Generally, the number of questions for multiple-choice tests is determined based on the scope of the program. The details will be provided on the exam information screen.
What is the duration of the project or exam?
The exam duration varies depending on the program content. You will be informed of the duration at the start of each exam. You must complete the exam before the time runs out.
What is the passing score for the project or exam?
A passing score is generally set at 60% or 70%, depending on the program details. The passing score will be clearly indicated in the exam instructions.
Do I have another chance if I fail the project or exam?
Yes, if you fail, you typically have two more attempts. You can retake the exam by meeting the conditions specified in the system.
Can I retake the exam to improve my score if I pass the project or exam?
Usually, you cannot retake the exam to improve your score once you pass. However, some programs may offer an additional attempt in special cases. Check the program conditions for more information.
Where will I find out whether I passed or failed the project or exam?
Your exam results will be displayed on the system after the exam is completed. You can find out whether you passed or failed in the "Results" section of the system. Notifications may also be sent via email or SMS.
How can I view my project or exam results and answers?
Course calendar
Week № | Content | Duration | Instructor |
1 | Effective Interviewing Techniques | 4 hours | |
2 | Active Listening and Understanding | 4 hours | |
3 | Information Delivery and Explanation | 4 hours | |
4 | Managing Emotional Reactions & Customer-Oriented Approach | 4 hours |
Instructor
IDEIS-Trainers
