Managing Difficult Conversations

This workshop will explore different types of difficult conversations, how to manage these effectively and enable delegates to be in control of a difficult conversation at all stages of the interaction so that they can achieve the desired outcome. Attendees will learn how to adapt conversation styles to suit a variety of behaviours types and situations that arise when dealing with sensitive or emotional issues, grievances or complaints, which have to be dealt with in a professional, polite and effective manner.

This programme will equip front-line staff and other health care professionals in General Practice with skills and the confidence to manage difficult conversations, and disputes and to better prepare them to deal with challenging conflict situations. We will consider how and why conflict may arise between staff members, patients or their carers around access to services, treatments and other aspects of practice life – and we will introduce strategies and toolkits that will help delegates tackle these head-on.

Workshop Outcomes

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

• Address their own experiences with difficult conversations and how to handle these better
• Overcome fears of dealing with difficult conversations
• Understand behaviour and strategies for dealing with these
• Understand what makes a conversation difficult and learn new strategies to be able to prepare effectively for them
• Have increased their ability to manage their and other’s emotions successfully
• Recognise the importance of communicating effectively and enhance existing communication skills, e.g. questioning and listening skills
• Communicate difficult messages assertively and respond appropriately to challenging behaviours.

Guidance notes and will be provided to support this workshop and certificates of attendance will be awarded after the workshop.