About this course
Managing Challenging Conversations
Managing Challenging Conversations gives staff a practical, realistic understanding of what drives conflict and why difficult behaviours can arise in a pressured healthcare environment.
We explore the CHIMP model, emotional triggers and the patterns that tend to escalate situations.
Using simple, structured tools, participants learn how to communicate clearly, maintain professionalism and support patients through challenging moments without absorbing all the emotion themselves.
Format
In Person or Live Online via Zoom
Length
2.5 Hours
Price
Quote based on group size
Managing Challenging Conversations
Course Details
Objectives
- Understand what triggers conflict and how patient emotions can show up in different ways
- Recognise your own signs of pressure and what helps you stay steady
- Learn Practical tools to de-escalate conversations
- Build confidence in setting boundaries calmly and professionally
Benefits
- Reduces conflict, complaints and escalation to GPs and managers
- Gives staff clear tools to stay calm, professional and boundaried under pressure
- Creates a consistent approach to challenging behaviour across the team
Who is this course for?
- All Patient Facing Staff
Dates & Availability
Upcoming Workshops
No dates are scheduled at the moment. Get in touch and we can arrange this course for your team.
Testimonials
My team have taken so much from this workshop. They have a clearer understanding of how conflict arises and tools to manage patient (and colleague) interactions much more effectively. We are enjoying having our own practice Chimp, a brilliant way to keep the learning alive!