Managing Difficult Conversations with Patients and their Families

Overview

This training course is designed for healthcare professionals who often face the challenge of delivering bad news or managing emotionally charged conversations with patients and their families

Content

The Psychological and Emotional Impact of Delivering Negative or Bad News
– The emotional journey for patients and their families
– The impact of managing expectation or rejecting requests on the mental wellbeing of healthcare professionals
– Compassion vs empathy to boundary responsibility

Using Customer Service Principles to Navigate Challenging Interactions
– Ways to handle unpredictable calls
– Frameworks for delivering unfavourable information
– Deescalating angry, aggressive, abusive behaviour
– Working effectively with emotional people
– Handling traumatic calls
– How to purposefully wrap up a conversation

Understanding resilience and your own levels
– Reflecting upon your own resilience and coping mechanisms
– 3Ps to mental resilience – Personal, Permanent and Pervasive
– Leaving ‘work at work’ and avoiding burnout