After viewing this video, Members will: 

1. Identify the importance of setting realistic expectations with residents and families to prevent dissatisfaction and potential claims.
2. Recognize strategies for accurately representing services and amenities through advertising, sales, and marketing materials.
3. Describe the role of satisfaction surveys, grievance management, and communication in addressing concerns before they escalate.
4. Outline best practices for disclosure and resolution following an adverse event to enhance trust and transparency.
5. Introduce key resources in the Setting Realistic Expectations Toolkit to support staff in managing expectations and improving resident experiences.