Outlined below is a sample of the courses available and links to further information. We offer courses in Manchester in our dedicated training facility within The Christie School of Oncology.
An opportunity for senior professionals to refresh and build on their communication skills to support personalised care and shared decision-making in more complex interactions whether face to face or on the telephone.
We explore SPIKES “Plus”, an evidence-based consultation framework along with other key communication skills and behaviours and test these on real examples drawn from your practice, in a safe and supportive learning environment.
Review evidence- based skills and principles for effective communication.
Discuss challenges such as breaking bad news, advanced care planning, handling anger or distress, challenging colleagues.
Practice key skills and principles to specific contexts, receive constructive feedback and test out alternative strategies.
Identify communication strategies that can be transferred to any interpersonal or professional context.
Senior health and social care professionals (band 6 and above)
Supporting patients with every contact is a key role. When making calls such as booking, cancelling or changing appointments, front line workers may need to respond to difficult questions, requests and/or strong emotions.
This workshop aims to support staff in this aspect of their role with specific, key skills for communicating information effectively and supportively on the telephone.
Recognise the challenges of contacting patients by telephone.
Explore key communication skills for conveying difficult information (e.g. cancelled appointment, active listening and supporting.
Discuss strategies for managing confidentiality, cancelling/changing appointments, responding to emotional reactions and/or questions
Apply R.I.N.G - a structure for contacting patients by telephone
Front line health and social care staff, such as booking clerks, medical secretaries, ward and clinic staff, pharmacy staff, receptionists (up to and including band 4).
Conducting remote consultations with patients brings a whole new set of challenges. Without visual cues how do we offer a patient-centred approach, maintain clinical safety and avoid information overload?
This workshop offers tips and ideas for planning and preparing for telephone consultations and will support professionals to discuss the challenges involved and to adapt their consultation skills for remote interactions.
Refresh key communication skills for responding to distress, supporting and checking understanding.
Identify barriers to hearing and processing information
Recognise the role of empathy in overcoming communication barriers and how this can be conveyed verbally.
Apply a consultation structure (ENGAGE) to support effective assessment and information-giving.
Health and social care professionals managing assessments, consultations and treatment reviews with patients on the telephone (band 6 and above).
Modern healthcare relies on effective teamwork and communication to ensure effective and safe patient care. At the same time positive working relationships and effective, early resolution of conflict is crucial to the wellbeing of staff.
In this workshop we offer a practical approach to fostering collaborative working relationships and tackling difficulties when they arise.
Discuss the challenges in communicating with colleagues and explore the roots of conflict.
Recognise different working styles and the ways in which these can impact on our working relationships.
Discover 'non –violent communication'; skills for hearing, understanding, making requests and saying no.
Demonstrate a 3 step process for raising issues and concerns with colleagues
In disagreements between colleagues, formal processes can entrench the dispute and ratchet up the tensions risking further breakdown of working relationships with the associated costs and stress for all involved.
Employing a mediation style approach to conflict resolution, this workshop aims to equip managers and HR professionals with the tools to intervene; support, preserve and/or restore working relationships facilitate collaborative solutions and resolve situations before they escalate.
Define key principles for a mediation style approach to conflict resolution.
Explain a structure and process for managing a facilitated conversation between two parties.
Refresh key communication skills used in conflict resolution.
Discuss boundaries: confidentiality, staying impartial, managing behaviours, handling emotional reactions, when to refer on.
Professionals in managerial, human resources and talent roles.
This workshop will address considerations for course design and delivery when using role play methods focussing on maintaining safety and maximising learning. Delegates will have the opportunity to experience and practice setting up and managing role play. The course will allow reflection on levels of confidence, competence and plan for future development.
Participants will have the opportunity to:
Identify risks and benefits of using role-play as a tool for learning
Discuss preparing a group for role play
Consider the set-up and running of role play
Consider how to maximise learning
Identify challenges in managing group dynamics to maintain safety
Managers, clinicians and educators delivering intermediate/advanced communication skills training to health and social care professionals or, any workshop or training session which includes role-play.
Attendance on a 2 or 3 Day Advanced Communication Skills Training Course (or equivalent)
Train the Trainer: Enhanced Facilitation Skills and Methods or equivalent
A thorough knowledge of key communication skills and principles, evidence base and communication strategies for managing difficult communication challenges