Difficult Conversations for Clinical Teams

Our course is designed specifically for nursing teams (practice nurses, HCA, GPAs) within primary care environments.  This interactive training equips participants with the skills needed to have conversations with patients around health behaviours, and giving tough news, conversations with people when personal boundaries are overstepped, and conversations with colleagues around performance.

Course Outline:

Direct and Clear is Kind

• Understanding why direct and clear communication is a form of kindness
• Exploring the impact of indirect communication on relationships
• Strategies for fostering kindness through direct communication

Moving Towards Vulnerability

• Overcoming the fear of vulnerability in difficult conversations
• Embracing vulnerability as a catalyst for deeper connections
• Strategies for practicing vulnerability in communication

Understanding What Makes Conversations Difficult

• Identifying common triggers and challenges in conversations
• Strategies for overcoming barriers to effective communication

Perceptions and Reality

• Understanding how perceptions shape our reality
• Techniques for acknowledging and validating different perspectives

Difficult Conversations Around Boundaries

• Recognizing the importance of setting and respecting boundaries
• Strategies for addressing boundary violations in conversations
• Building trust through boundary-setting and clear communication

Circles of Control in Difficult Conversations

• Differentiating between what we can and cannot control in difficult conversations
• Strategies for focusing on factors within our control
• Empowering ourselves through boundary-setting and self-awareness

Developing Rapport

• Techniques for building rapport and trust in conversations
• The role of active listening and empathy in rapport-building
• Building connections through authentic communication

The Stress Bucket and Difficult Behaviours

• Understanding the concept of the stress bucket and its implications for behaviour
• Identifying and managing difficult behaviours in conversations
• Strategies for de-escalating tense situations

Neuroscience of Anger and Conflict

• Exploring the neuroscience behind anger and conflict
• Understanding the role of the emotional brain (the chimp) and the rational brain (the zookeeper)
• Applying neuroscience principles to manage emotions in difficult conversations

Handling Patient and Colleague Anger

• Strategies for handling unexpected and emotionally charged attacks
• Maintaining composure and setting boundaries in difficult situations
• Building self-confidence in navigating unexpected challenges

Empathy and Understanding

• The importance of empathy in effective communication
• Cultivating empathy through active listening and perspective-taking
• Applying empathetic communication in difficult conversations

Difficult Conversations around Patient Health Behaviours

• Understanding the challenges and sensitivities involved in discussing patient health behaviours
• Exploring the impact of health behaviours on overall well-being and treatment outcomes
• Strategies for addressing sensitive topics such as non-compliance, lifestyle changes, and treatment adherence

Course Format:

• Highly interactive, conversational with a blend of information sources to support learning.
• Exercises to practise techniques to build confidence and familiarity

See what people have said about our Difficult Patient Conversations with Resilience Course here!