Handling Difficult Conversations in Healthcare

This half day workshop is for anyone who has to handle difficult, sensitive or highly-charged conversations at work as part of their role at work.

Difficult conversations can be both positive and negative. The difference depends on your ability to identify and handle these conversations, resolve them appropriately, and learn from the process. Resolving difficult situations improves relationships and builds respect. Delegates will gain an understanding of how effectively handling conversations that they find difficult can produce positive results and effect change. This interactive workshop will enable you to:

  • Hold difficult conversations with confidence
  • Have plans for dealing with common difficult conversations
  • Ask appropriate questions
  • Handle defensives feelings and keep in control

The course includes:

  • Planning the structure for a difficult conversation that is fair and effective
  • Preparing your opening lines
  • Know how to deal with ‘hard’ and ‘soft’ issues: behaviour: attitude: manner: manipulation
  • Ways to avoid aggression and defensiveness
  • Questioning and listening skills; asking effective questions
  • Different types of questions to ask
  • How to answer difficult questions
  • How to maintain composure and control
  • Probing for detail and clarifying vague or incomplete information
  • Handling answers and information that is contradictory
  • Strategies and skills to resolve conflicts with individuals
  • Body language and its impact – yours and theirs
  • Practise

This course is delivered by our training partner Xceed Training.

Group pricing

Prices listed are for individual employees. Please contact us for details of group prices.


Training takes place on the St James's University campus at various locations. Please contact Organisational Learning on 0113 20 66807 for confirmation of venue. Click here to directions to St James's University Hospital.

Dates available on arrangement

West Yorkshire & Harrogate Excellence centre can also create this course for you on arrangement either at your workplace or at one of their locations.

​For further course dates or to discuss a bespoke delivery in your workplace contact us or phone Tracy Harding on tel: 0113 20 64757​
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