Managing difficult conversations with consumers

Designed for:

Existing healthcare employees

Course outline:

• Learn how to prepare for and manage difficult conversations with healthcare consumers.
• Consider strategies to plan and engage in difficult conversations with consumers with empathy across a range of communication mediums.

Learning outcomes:

At the end of this course, you will be able to Identify and reflect on strategies to plan and engage in difficult conversations with consumers

Learning experience:

• Gain an understanding of how to prepare and manage difficult conversations with healthcare consumers
• Increase ability to communicate with empathy and implement strategies to engage in difficult conversations with consumers
• Discuss with a peer assessor, your reflections on your own experience having difficult conversations and opportunities to enhance the customer service they provide