Managing Difficult Conversations

This course equips healthcare and social care professionals with the skills and confidence to handle challenging conversations with patients/service users, their families, and colleagues.
Audience: Nurses, Midwives, Nursing Associate Registrants, Healthcare Assistants, Care Staff, and Social Care Professionals
Delivery Method: Face-to-face or virtual
Duration: 3 hours
Sad woman speaking with therapist during a therapy session.

Introduction

Difficult conversations are a natural part of healthcare and social care, but with the right skills, they can be handled with confidence and compassion. This training helps professionals communicate clearly, manage emotions, and navigate sensitive topics while maintaining trust and professionalism.

Course Content

  • Understanding why conversations become difficult
  • Preparing for challenging discussions
  • Communication techniques for high-stress situations
  • Active listening and empathy in practice
  • Managing emotional responses (yours and theirs)
  • De-escalation strategies
  • Staying professional under pressure
  • Agreeing actions and next steps
  • Role-play and scenario-based learning

Course Outcomes

By the end of this course, delegates will be able to:

  • Identify factors that make conversations difficult
  • Prepare effectively for sensitive or challenging discussions
  • Use communication techniques to maintain calm and control
  • Demonstrate active listening and empathy
  • Apply de-escalation strategies to reduce conflict
  • Maintain professionalism and focus on positive outcomes

Course Benefits

  • Improves communication and conflict resolution skills
  • Enhances patient, family, and staff relationships
  • Reduces complaints and misunderstandings
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