Topic: Having Better Conversations in Challenging Situations

A one day intensive clinical communication workshop which is aimed at equipping staff with the confidence and skills to have better conversations in challenging circumstances. Staff from any profession & discipline may apply

This workshop is for NHS Dumfries & Galloway staff only

Overview
Participants will work in a small peer group and address communication drawn from their own clinical practice, teaching and management roles. Common challenges addressed during the programme are:

• Discussing complex or distressing information
• Shared decision making & informed consent
• Taking over care from colleagues – effective handovers
• Managing complex negotiations
• Handling anger, emotional distress, collusion or denial
• Addressing and preventing complaints: talking to patients and families involved in adverse events
• Discussing future care planning, CPR and other treatment options
• Addressing poor performance by trainees, colleagues or other members of the clinical team
• How to enhance effective teamwork

Learning Outcomes
This clinical communication workshop offers participants the opportunity to:

• Review their current practice in relation to communication in clinical practice and with colleagues and other staff.
• Identify personal learning objectives and develop strategies for addressing these within a peer learning group.
• Critique and apply relevant literature/ theory on effective communication.
• Consider and take account of patient/carer/colleague perspectives.
• Identify and practise ways of increasing communication effectiveness.
• Exchange ideas and experiences with colleagues from other specialties.

An immersive workshop for Managers, Team Leaders, Senior Doctors, Nurse Managers, and other staff in a leadership role.

This workshop is open to staff from all health boards.

Overview

Early resolution of conflict can help maintain working relationships and resolve disputes before they escalate leading to grievances. Workshop participants will be empowered with the communication skills and confidence to hold those difficult early resolution conversations to achieve the best outcome possible.

Common challenges addressed at the workshop may include:

• Recognising the signs of potential conflict, assessing the situation and providing appropriate intervention
• Prevent conflict from escalating by having effective early resolution conversations
• Understand common causes of workplace conflict and how to use communication to defuse situations
• Create strategies for dealing with different types of conflict
• Handle and respond to strong emotions and difficult behaviour with confidence, care and compassion
• Plan and prepare for challenging conversations with colleagues
• Listen and view situations from other peoples’ perspectives
• Encourage employees to communicate their problems openly, honestly and respectfully
• Give and receive feedback in a non-defensive way
• Try to resolve the barriers for conducting uncomfortable or difficult conversations
• Understanding your own biases and triggers
• Managing your own reactions, staying objective and non-judgemental

Learning Outcomes

EC4H courses help you have difficult conversations with more confidence and skill, improving the impact you have on others, and your own emotional resilience and job satisfaction:

• Learn how to anticipate the normal psychological reactions you will encounter in the people you communicate with
• Develop self-awareness and your ability to self-manage when having difficult conversations
• Target the personal learning objectives you have identified, based on the communication challenges you face in your role
• Develop strategies for addressing communication challenges as a supportive peer-learning group, with skilled facilitators guiding you through experimenting and problem-solving together

This immersive and interactive workshop is aimed at Associate Medical Directors, Clinical Directors, Senior Nurse Managers, Consultants, and other Senior Clinicians and Managers. Participants will be empowered with the skills and confidence to have better conversations in difficult situations.

This workshop is open to staff from all NHS health boards.

Overview

Participants will work in a small peer group and address communication challenges chosen from their clinical practice and management roles. Topics at senior clinicians’ courses often include:

• Addressing and preventing complaints
• Multi-disciplinary team work
• Chairing meetings
• Handling adverse events
• Addressing poor performance
• Appraisal & job planning
• Communicating as a senior clinician &/ or with managers/ clinical directors

Learning Outcomes

EC4H courses help you have difficult conversations with more confidence and skill, improving the impact you have on others, and your own emotional resilience and job satisfaction:

• Learn how to anticipate the normal psychological reactions you will encounter in the people you communicate with
• Develop self-awareness and your ability to self-manage when having difficult conversations
• Target the personal learning objectives you have identified, based on the communication challenges you face in your role
• Develop strategies for addressing communication challenges as a supportive peer-learning group, with skilled facilitators guiding you through experimenting and problem-solving together

An immersive workshop for Managers, Team Leaders, Senior Doctors, Nurse Managers, and other staff in a leadership role.

This workshop is open to staff from all health boards.

Overview

Early resolution of conflict can help maintain working relationships and resolve disputes before they escalate leading to grievances. Workshop participants will be empowered with the communication skills and confidence to hold those difficult early resolution conversations to achieve the best outcome possible.

Common challenges addressed at the workshop may include:

• Recognising the signs of potential conflict, assessing the situation and providing appropriate intervention
• Prevent conflict from escalating by having effective early resolution conversations
• Understand common causes of workplace conflict and how to use communication to defuse situations
• Create strategies for dealing with different types of conflict
• Handle and respond to strong emotions and difficult behaviour with confidence, care and compassion
• Plan and prepare for challenging conversations with colleagues
• Listen and view situations from other peoples’ perspectives
• Encourage employees to communicate their problems openly, honestly and respectfully
• Give and receive feedback in a non-defensive way
• Try to resolve the barriers for conducting uncomfortable or difficult conversations
• Understanding your own biases and triggers
• Managing your own reactions, staying objective and non-judgemental

Learning Outcomes

EC4H courses help you have difficult conversations with more confidence and skill, improving the impact you have on others, and your own emotional resilience and job satisfaction:

• Learn how to anticipate the normal psychological reactions you will encounter in the people you communicate with
• Develop self-awareness and your ability to self-manage when having difficult conversations
• Target the personal learning objectives you have identified, based on the communication challenges you face in your role
• Develop strategies for addressing communication challenges as a supportive peer-learning group, with skilled facilitators guiding you through experimenting and problem-solving together