Communication in a healthcare setting has a unique set of challenges specific to providing a first-rate
healthcare service and ensuring patient satisfaction. Among these challenges are such issues as patient
privacy, high volume, and management of people who may be in crisis, including those who have suffered
recent loss
This healthcare communication skills programme enables participants to have an understanding of what
makes for a good professional relationship, how to deliver excellent communication in person and over the
telephone, how to deal with difficult colleagues, patients and family members, and how to take care of
themselves while caring for others.
It is an ideal course for all healthcare staff
This programme enables participants to understand what makes for effective communication how to manage
difficult and sensitive situations, and how to take care of themselves while caring for others.
During the course Participants will:-
• Learn techniques, particularly communication skills, to enable the establishment of good care
relationships based on consensus and appropriate boundaries which may reduce the likelihood of
conflict arising in the first place
• Become confident in setting ground rules and agreements about conduct with colleagues and
patients in a person-centred way that may prevent conflict
• Explore self–awareness, emotional intelligence and empathy skills to enable a fuller understanding of
where conflict comes from, what it might be telling us, and how to address it safely
• Develop confidence and skills to reduce fear or panic when dealing with people who may be angry or
aggressive
• Develop good practice around taking care of ourselves and the importance of de-briefing in conflicted
situations
• Maintaining appropriate boundaries in work place relationships
• Develop confidence when dealing with colleagues, service users and families face to face; by email
and on the phone particularly those who may be stressed; distressed or angry
• Learn techniques for staying calm, professional and yet compassionate towards the service
user/colleague both face to face and of controlling telephone calls and email thread and establishing
appropriate boundaries
• Recognise the verbal and vocal aspects of telephone skills with a focus on active listening and
sensitive call handling.
• Develop good practice around taking care of ourselves and the importance of de-briefing in conflicted
situations