Approaching Difficult Conversations

This session is to help administration staff, health care coordinators and clinical secretaries to handle difficult conversations and situations with greater skill and confidence. While nothing can completely eliminate challenges such as difficult emotional reactions, conversations and conflicts, there are things we can do that will make them better.

You will engage in practical and interactive discussions, exercises, and role plays focused on difficult conversations that may arise within the healthcare setting.

At the end of the course I will be able to:

• Improve communication with individuals using the techniques and tips

• Sensitively communication and deal with emotions and difficult situations

• Deal with complex matters in a collaborative and supportive manner that is appropriate to the situation.

Duration

3 hours