How to Handle Difficult Conversations

Human Factors & Situational Awareness, Leadership
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In this interactive training, you’ll explore models and techniques to help you navigate challenging encounters with patients, relatives or clients in both clinical settings and in all extreme environments.

Join us to learn how to:
• Skilfully raise a sensitive or uncomfortable issue.
• De-escalate and diffuse aggression, inbound and outbound.
• Create a shared, non-confrontational understanding rooted in empathy.
• Turn a struggling client around during ‘summit night’ on a big mountain.
• Understand human behaviours using transactional analysis (TA).
• Successfully deal with complaints.
• Stop wondering why security guards always carry a pack of cigarettes…

PDF Download of Key Concepts
Other Resources 

How to Say Anything To Anyone by Shari Harley 

Crucial Conversations: Tools for Talking When Stakes are High Paperback – 1 July 2002 by Kerry Patterson 

Aikido In Everyday Life: Giving in to Get Your Way Paperback – 24 Sept. 1993 by Terry Dobson  (Author), Victor Miller (Author

More Information

Length: 1h 39m
Guests: Piers Carter
Host: Will Duffin

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