Managing Difficult Conversations

The Managing Difficult Conversations module is aimed at all healthcare workers who are responsible for regular interactions with colleagues, supervisors, patients and patient’s families. This module aims to assist when faced with a challenging situation that requires a conversation that may be difficult. It supports learners in developing knowledge and practical strategies for conducting difficult conversations and as healthcare workers providing person-centered care. The course will take participants approximately 40 minutes to complete. You may start and return to the course at any time.

This module has been developed in partnership with St Vincents Health Australia, by modifying their "Frontline Management – Courageous Conversations" Module into an online training module, accessible for clinicians and health administrators from across the Asia Pacific Region.

If you enjoyed this module and wish to complete a complimentary module continue your learning with the module titled Leading Change

Learning Outcomes
By the end of this course you will be able to:

1. Explain the importance and benefits of conducting difficult conversations effectively, for individuals (including patients and colleagues), teams, families, and for your organisation.
2. Describe the manager’s roles and responsibilities for this topic.
3. Describe the stages of an effective conversation – planning, listening, addressing issues together, next steps after the conversation.
4. Practise effective communication strategies – active listening, and reflecting content, meaning or emotions.
5. Have an increased awareness of your own communication style.

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