Find out more about virtual attendance
This one day masterclass will focus on how to deal with and manage difficult conversations. With a focus on telephone and virtual consultations with patients this masterclass focuses on dealing with difficult conversations. The event will focus on speaking to patients in distress, understanding where patient safety issues arise, and managing unhappy patients and complaints.
We will discuss strategies and tools to improve communication and interactions.
Also available to book as a 3 Day Intensive Training Course. Click here for more information.
Key Learning Objectives:
- Introduction to Emotional Intelligence
- Strategies and Tools to deal with Difficult Conversations
- How to manage virtual and telephone interactions with patients in distress
- Demonstrating empathy and civility
- Understanding patient safety issues
Facilitated by:
Perbinder Grewal, a General & Vascular Surgeon, Human Factors & Patient Safety Trainer, and Emotional Intelligence Practitioner; leads on medical education both locally and nationally; Member of the Faculty of Surgical Trainers at the Royal College of Surgeons of Edinburgh; formerly lead for e-learning for healthcare for the Royal College of Surgeons of England; experienced trainer and coach who uses new insights to develop patient safety, staff engagement and psychological safety; has Postgraduate Certificates in Leadership and Coaching. Linkedin: www.linkedin.com/in/perbindergrewal
Feedback from previous masterclasses facilitated by Perbinder includes: “Perbinder is very insightful in the way he talks about all the specified topics like Motivation, Psychological Safety, Workplace cultures, Resilience, Mental Toughness and how that can all be connected to each other in relation to changing staff behaviours and attitudes"
