To book a place on a training session, please click on your chosen event and register through the link provided.
Please note, these events are for staff employed within the Lancashire and South Cumbria healthcare system only.
To book a place on a training session, please click on your chosen event and register through the link provided.
Please note, these events are for staff employed within the Lancashire and South Cumbria healthcare system only.
Managing Difficult Patient Conversations with Resilience (for Non-Clinical Staff)
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 feelings
- Understand and develop stress management strategies
Difficult Patient Conversations with Resilience: Tailored Training for All Staff working in Primary Care
This course is focused on Difficult Patient Conversations with resilience. Our comprehensive training equips participants with the essential skills and communication strategies needed to navigate challenging patient interactions, fostering better relationships and a positive environment.
Course Aims:
- Understanding Difficult Conversations: Participants will gain a deeper understanding of challenging patient conversations by exploring what makes these discussions difficult. Learn how to approach these conversations with empathy and effective communication skills, ensuring smoother interactions with patients.
- Recognise your Circle of Control: You will learn to de-personalise patient behaviours, and to respond more positively and less-defensively to help de-escalate the conversation.
- Early Detection and De-escalation: Learn to identify early signs of frustration or anger in patients, and develop strategies to de-escalate tension effectively. Proactive communication can prevent conflicts, maintaining positive patient-provider relationships.
- Stress Management Strategies: Explore a range of stress management techniques to help you maintain composure during difficult interactions. By building resilience, you’ll be better equipped to handle challenging situations with confidence.
- Addressing Unreasonable Expectations: Gain insight into how to manage unreasonable patient expectations. By adopting effective communication strategies, delegates can address concerns with empathy and professionalism, ensuring a more cooperative patient experience.
- Shifting Dynamic: From “Feel-Act” to “Feel-Think-Act”: Learn how to move beyond reactive responses and embrace the “feel-think-act” approach. This dynamic encourages thoughtful decision-making, fostering a more positive and considered communication style with patients.
- Language of Understanding: Understand the importance of using language that promotes understanding. Learn effective questioning techniques and how to build rapport to enhance communication and strengthen patient trust.
- Saying ‘No’ with Minimized Anger: Master the delicate art of saying ‘no’ without escalating anger. Our training equips participants with tools to assert boundaries while maintaining a respectful, collaborative atmosphere.
- Collaborative Patient-Centric Approach: Discover strategies for turning patients into partners in their care. By adopting a patient-centric approach, you’ll foster better cooperation and create a more positive healthcare environment.
- Managing Personal Feelings: Learn techniques for managing personal emotions during difficult conversations. This training helps professionals maintain compassion and professionalism, even in challenging situations.
- Stress Management Techniques: Understand the impact of stress on patient interactions and explore a variety of stress management techniques to build long-term resilience, ensuring the well-being of both staff and patients.
This is an interactive session and you will be expected to interact. Please ensure you have a camera and microphone available to attend the meeting.
PLEASE NOTE: Resources are only available to attendees. Please ensure that you either put your name in the chat or use the QR code to register your attendance via your Medtribe account when you log onto the session.
- You will receive a certificate post training for your attendance. Places are limited, if you have booked a place, please ensure you attend.
- If you have any additional needs or requirements to attend this session, please contact us at [email protected].
- By signing up you agree for your information to be stored and shared by the Training Hub and with the Training Provider, NHSE and NHS ICB, for the delivery of this training, monitoring, reporting and certification purposes only.
All bookings are subject to our cancellation policy (details can be found here www.lscthub.co.uk). If you do not attend you/your employer will be charged at the cost of the course. The cost is stated in the non funded ticket section