Online Workshop

By sharing your experiences and learning how to implement best practice with your expert leader, you will take-away practical skills that will enable you to diffuse difficult meetings, resolve conflict, and be equipped with the tools to conduct courageous conversations. Take one day out, and leave with a clear action plan to help prevent future conflict within your team. 

Handling and Responding to Difficult Conversations brochure: save, print or share with your colleagues.

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Handling and Responding to Difficult Conversations
Online 5 hours From £299+VAT

5 hours Continuing Professional Development: what you will learn

Attend this engaging NHS workshop and equip yourself with evidence based strategies to promote a respectful workplace. This dedicated online forum will build your confidence and show you how to:

  • Equip yourself with the tools to diffuse tension before it becomes a difficult conversation
  • Build an action plan to respectfully and productively approach difficult conversations
  • Prevent destructive thinking patterns and reduce damaging behaviour
  • Improve your non-verbal communication skills
  • Conduct an effective, assertive conversation
  • Follow up from difficult conversations to ensure a productive working relationship

Attend this online NHS workshop from the comfort of your own home

Take away useful techniques and new skills to use in your day-to-day work routine:

  • Evidenced based examples and referrals: providing appropriate, relevant support and sign posting
  • Interactive presentations: your concerns addressed with sensitivity and care
  • Closed room discussions: benchmark and engage with your fellow attendees
  • Agreed action plan: leave the workshop with the confidence to make changes
Registration, technical support and networking opportunity
Introduction and instructions
Rachel James, Learning & OD Business Partner, Royal College of Physicians
Opening discussion topic: Building trust to enable an effective learning environment
Difficult conversations: what stops us?
Identifying and overcoming the barriers to courageous conversations
  • Understanding why some conversations are challenging: when is conflict most likely?
  • What stops you from having difficult conversations? Overcoming the logistical and emotional barriers
  • Exploring the impact of avoiding difficult conversations on personal wellbeing and professional performance
Questions, answers and discussion on the barriers to courageous conversations
Screen break
Preparing for difficult conversations
Effective planning to successfully conduct a difficult conversation
  • Beginning with the end in mind: what do you want out of the conversation?
  • Understanding what makes unhelpful feedback during a challenging meeting
  • Evidence based strategies to adopt neutral language to improve outcomes of conversations
Questions, answers and discussion on conducting difficult conversations
Lunch break
Improving your communication skills to successfully lead difficult conversations
  • Adopting the DESC model to structure your difficult conversation
  • How to improve your body language, voice tone and breathing for effective communication
  • Preventing destructive thinking patterns and reducing unhelpful behaviour (transactional analysis)
Questions, answers and discussion on improving your communication skills
Screen break
Conversations in practice
Managing your courageous conversations and rescuing spiralling conversations
  • What is a conversation template and how to put it into action
  • Practical tools to recognise and rescue a spiralling conversation
  • How to follow up from a difficult conversation without fear of reprisals
Questions, answers and discussion on rescuing spiralling conversations
Leader's closing remarks and close of workshop

Share in first-hand experience

Gain a professional edge, hone your leadership style and invest in yourself with your experienced workshop leader:

Job Title:
Learning & OD Business Partner
Royal College of Physicians

Rachel has over 20 years’ HR/L&OD experience across the public and not-for-profit sectors.  Rachel currently heads the Learning & Organisational Development team for the Royal College of Physicians, leading on skills development, cultural transition, wellbeing and belonging.  Rachel co-chairs, with the RCP’s president, the strategic Diversity & Inclusion taskforce and under her stewardship the RCP won the ‘best mental health and wellbeing support’ award from Memcom in 2021.  Rachel is also an experienced coach and learning specialist, designing and delivering development programmes for staff, managers and leaders.  Her particular interest is around developing organisational culture and behaviours to maximise people’s wellbeing, performance and continuous improvement

Pricing Structure

  • £349 + VAT for one NHS or public sector place
  • £299 + VAT (each) for two or three NHS or public sector places
  • £599 + VAT for one commercial organisation place

Extend your training by bringing a colleague or alternatively use your multi-place discount to book onto the other events in this leadership series; Compassionate and Supportive Leadership Skills and Leadership Skills for Civility and Respect.

Commercial companies are also invited to sponsor this day. Please email Sarah Kemm for further details.

You can reserve a no-obligation place whilst you apply for funding

If your funding has not yet been secured or you would like to hold your place with no obligation whilst waiting for your study leave to be approved, you can reserve your place with us. Please email the reservations team at SBK Healthcare with your details:

  • Booking contact: name, job title, department, email and telephone number
  • Event(s) to reserve for: title and date
  • Delegate details (for each delegate): name, job title, department, email and telephone number
  • Organisation details: name and address

Alternatively you can make a confirmed booking by emailing the above information to the bookings team 

Once you have booked your place, SBK Healthcare will correspond with you using the email address you provided at the time of booking. Within one week of the online conference taking place, you will be sent final details of the course including a full agenda, programme timings and your Zoom joining instructions. This email will include a joining link that can be used to access the conference.

If you have not received your email two days before your event, do check your junk folder then contact SBK Healthcare on 01732 897788.

Practice sessions are available and you will be sent an invitation to join one of our delegate practice sessions. These are optional but great if you are unsure of whether your camera and microphone will work on Zoom. We hold several one hour practice sessions across the week when a member of SBK Healthcare staff will be waiting in Zoom to assist you. Please do pop in, say hello and make sure you are all set for the day.

On the day, when registration starts, you will be able to join the conference by initially entering a waiting room when there may be a short wait. In groups of between 6-10 people, you will be admitted into the main conference room to be greeted by a member of SBK staff. In the same group you will be taken into a breakout room and asked to turn on your video and microphone. A member of the SBK team will get your group started with some orientation tasks and ‘ice breaker’ topics, before leaving you to network.

When you are automatically brought back into the conference room for the start of the conference, you will be asked to turn off your camera and microphone so that the chair can start the forum. During each presentation you will be able to ask questions in the chat box function. The forum will include screen breaks, as well as topic themed interactive sessions which will take place in the breakout rooms.

Click here to view the specially created a 5-minute video that will walk you through how to get the most out of attending your SBK Healthcare interactive online forum.

Certification of attendance

A certificate for Continuing Professional Development will be given to every fully registered participant who completes the course, as a record of your continuing professional training and development.

Registration fees

You will be sent an instant payment option or invoice on registration. Your payment is required in advance. If your fee has not been received prior to the event, and you are not able to provide a PO or proof of payment, you will be asked to make a credit or debit card payment on the day.

Modify registration

To let us know if your details are not correct when you have already registered, please email the bookings team.

Cancellations and substitutions

A full refund of fees will be made only for cancellations received within the first 48 hours of the booking being made. Notice of cancellation must be received in writing by emailing the bookings team at SBK Healthcare. Should you need to cancel your registration after this date, the registration fee remains payable in its entirety although a substitution will be accepted and conference documentation will be provided. Substitution attendees for delegates unable to attend after registering are acceptable at any time.

Event changes

It may be necessary for reasons beyond the control of the conference organisers to alter the content, speakers or the timing of the programme. We will endeavour to keep you abreast of such changes but any unavoidable change to the format will not constitute a reason to refund the fee. Should the event be postponed, we will endeavour to reschedule the event. If, for reasons beyond the control of the conference organiser, the event is cancelled, a full refund will be made. We do not accept any liability for any incurred costs resulting from a postponement or cancellation.

Privacy notice

To view the details on how your data is being collected and used, please view our Privacy policy

Other events in this series

Are you looking to improve your management skills? Check out these other online workshops in this series:

Expected attendees

Created to enable you as NHS professionals to step back, improve your understanding, and hone your finer skills, these workshops are created for (but are not limited to):

  • NHS teams to attend as either a group or individuals to enhance your team civility and respect
  • Service managers, clinical or nurse leads to build your understanding of team qualities
  • If you have a team that is 15 people or more, you can have a bespoke workshop delivered online to your team alone. Please contact Sarah Kemm or telephone 01732 897788.

Past attendee feedback

Created to support NHS teams and individual professional development, this informative forum follows the online workshop ‘Compassionate and Supportive Leadership Skills’, which was held in March 2022 and was described as:

"Fantastic, very helpful, exactly what it was billed as"

Devon Partnership NHS Trust

"I am taking so much from this course to implement in my team. It’s been amazing, thank you so much"

Northumbria Healthcare NHS Foundation Trust

"Very helpful in terms of the importance of self-care and practical methods of self-care"

Blackpool Teaching Hospitals NHS Foundation Trust

“Very thought provoking"

University Hospitals Bristol and Weston NHS Foundation Trust

An online forum like no other…

A live event that will feature leading presentations, interactive breakout rooms, and compelling Q&A discussions

As a sponsor you will have the opportunity to present your product or service, be a ‘face’ of the event and meet your audience face-to-face to discuss their experiences, interests and key concerns.

To find out more about sponsorship contact Sarah Kemm on 01732 897788 or you can email Sarah. Your organisation could be sponsoring this forum today!

Branding, marketing and education opportunities include...

  • Your organisation featuring on this forum website as ‘sponsored by’; including your logo, promotional text and links to your URL
  • 5 minutes presentation time during the main conference and taking part in the related speaker Q&A
  • Unique opportunity for the sponsored presenter to moderate one of the interactive breakout rooms
  • Additional company representatives can attend the online conference and meet the attendees during the interactive sessions in the breakout rooms
  • Your logo or company name will be included in all correspondence we send to registrations and all promotional emails sent out when marketing
  • Your support and sponsorship will be recognised when you are thanked at the opening and closing of the online forum as well as your logo featuring on the opening and closing slides
  • All sponsors will receive a copy of the registration and attendee list
  • Plus: a one-off option to add your question to the registration form, asking if attendees would like to share their email address with you so you can keep them informed after the online forum

Sponsor this forum and be part of a quality interactive event...

But don't take our word for it. We have had some excellent feedback from attendees to the forums that have been held to date:

"Forum was managed extremely well, and very professional"

IAPT National Networking Online Forum 2021 - 21st January 2021

“I am sure like everyone else I was apprehensive with going online, not sure how we could network, the ability for all participant's to participate and the quality of the presentations - all my fears were diminished this turned in to be a great day, networking, leading and sharing still occurred and links still formed. The presentations were excellent and the quality of the forum and set up great and so easy to follow and timing excellent.”

Reduce Paediatric Emergency Attendance Online Conference – 8th October 2020

“The conference has been far more engaging than in a conference centre. This I think is because of the ability to participate in chat throughout and the use of the breakout discussions.” “Excellent day! Organisation was great - loved the break out rooms for chat. Virtual chat added another really useful way to interact during the day, which isn't available to us at the physical conferences.”

Leading Change in Clinical Coding Online Conference - 11th September 2020

"Very informative, lots of opportunity for discussions and very well organised virtually"

Providing Support for Children on Long Term Ventilation - Tuesday 9th March 2021

"I enjoyed the group chats networking listening to others experiences, I also like that there was a lead on each group so the chats were influenced and no awkward silences that can occur on web meets. I thought the larger talks were really good and easy to listen to."

Modernising Outpatient Services Online Conference – 16th September 2020

“This is my first experience of an online conference and thoroughly enjoyed it. Wasn't sure what to expect. Would recommend to colleagues to attend future events” “This has to be the best online conference I have been to, I really enjoyed the breakout rooms.”

Advancing Ulcer Care Management Online Forum – 29th September 2020

View further comments on SBK Healthcare events on Trust Pilot.