Course overview

A solution focused approach to enhancing the effectiveness and ease of dealing with difficult patient interactions

Difficult patient interactions are often the biggest stressors for healthcare professionals, yet the responsibility of many clinical jobs makes these encounters unavoidable. Without training and skills, many professionals either surrender to the aggressor or find it difficult to communicate their point of view for fear of escalating conflict.

Mastering Difficult Interactions with Patients is a practical skills development workshop designed to give healthcare professionals competence in effectively handling difficult patient interactions.

This workshop explores the causes of difficult interactions and the specific challenges faced by clinicians. It teaches how to look past words and emotion to understand patients’ motivations and meaning.

Difficult interactions will never be totally stress-free, and the workshop examines ‘survival’ techniques to reduce stress and ensure ongoing improvement.

Course details

Duration
3 hours

Number of participants
7-15 optimum, 5 minimum, 25 maximum

Format
Workshop with short lectures, reflective exercises, small group facilitated discussions, group activities and rehearsal of skills.

Brief didactic presentations will provide the focus for small group sessions in which participants are able to share experience and pool knowledge, enabling critical comparison of their skills with their peers and peer learning.

Video case studies are used to enable participants to analyse and reflect upon their own skills. The format has been carefully structured to enable a mix of lectures, discussion, critical reflection and evaluation.

Faculty
Cognitive Institute faculty are senior clinicians with over 20 years’ experience. They have attained accreditation after undertaking intensive formal training, and are skilled in the delivery of education to healthcare professionals, organisation-wide.

Each of our faculty are drawn from differing health backgrounds and offer a rich and diverse experience of health service delivery and education. They have delivered and supported implementation of courses and programmes in a range of public and private healthcare organisations across the Asia Pacific and United Kingdom.

Continuing Professional Development (CPD) Points
Cognitive Institute courses are CPD accredited with most colleges. Learn more.

Participants will be provided with a certificate on request.

Who should attend

Outcomes

The Mastering Difficult Interactions with Patients workshop will provide you with the skills to:

connect with what makes people and situations ‘difficult’
improve communication and negotiating skills to effectively handle difficult discussions and situations
provide feedback as a coach, not a referee
apply techniques for minimising conflict
understand what motivates people to change
examine the stages of change, how to move people along and strategies for dealing with resistance to change
use personal ‘survival’ techniques that improve skills and minimise stress.

Using Cognitive Institute’s S.O.L.V.E.© model; participants will learn a proven step-by-step approach for handling problems that keeps both parties focused on a solution.

Costs

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Mastering Difficult Interactions with Patients Workshop

A solution focused approach to enhancing the effectiveness and ease of dealing with difficult patient interactions.

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Mastering Open Disclosure course enrolment

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Standard Price: $595 Earlybird Price: $495*

*The earlybird rate is available for payments made more than three weeks from the event, thereafter the standard rate applies
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Terms & conditions

Before registering, please ensure you have read and agree with the terms and conditions. Cognitive Institute reserves the right to cancel the course if the minimum number of registrations is not reached. A full refund will be provided. All materials are made available for personal use only and are subject to copyright.
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Type	For organisations
Duration	Half day
Delivery Mode	In-house at your organisation
Participants	Up to 25
Delivered By	Experienced Cognitive Institute medical faculty