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Having necessary but difficult conversations is one of the great challenges that staff face in general practice.  Patients may present with behaviour that feels challenging, or requests that feel unreasonable.  How we respond to these interactions is key to how the conversation will ultimately go.

This course aims to equip your team with some essential communication skills to enable better conversations to take place in difficult circumstances.  It focuses on recognising that the outcome of the conversation is often driven by the response that you give – and therefore looks to build empathy around difficult issues so that the conversation can take place from a position of understanding, rather than conflict.


  • Why conversations feel difficult.
  • 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

Who Should Attend?

  • Anyone who may have to have difficult conversations.

How Long Is The Course?

This course is a half day (3 hours)

Delegate Feedback

Difficult Conversations
Brampton Medical Practice (20 delegates) - 21st April 2021

10 delegates completed evaluations, each scoring 4 domains out of 6

Key Feedback