This half day course is focused on  Difficult Patient Conversations with resilience.  Participants will gain a deeper understanding of challenging patient conversations by exploring what makes these discussions difficult. Then learn how to approach these with empathy and effective communication strategies, ensuring smoother interactions with patients, fostering better relationships and a more positive environment.

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

• Describe and understand what it is that makes conversations feel difficult
• Notice early signs of frustration and anger and diffuse a situation
• Develop strategies to manage their stress
• Understanding unreasonable expectations and changing how we feel about them
• Moving from the “feel-act” dynamic to the “feel-think-act” dynamic.
• Using language of understanding rather than conflict.
• Techniques to develop rapport using language and questioning.
• Saying ‘no’ and minimising anger
• Making the patient feel you are working with them and not against them.
• Managing personal feelingsU
• Understand and develop stress management strategies