Difficult Encounters Masterclass

Difficult Encounters is a masterclass for health professionals who would like to understand more about the art and science of communication. It is an interactive and entertaining course that provides delegates with an opportunity to develop their communication skills with service users, their relatives and other members of staff both on the phone and face to face. 

Live theatre demonstrations of interactions in health care settings are performed by professional actors as a foundation for analysing work related interactions. Delegates are encouraged to think about the psychological state and behavior of themselves and the service users and explore communication models There is an opportunity to participate in script reading and role play to enhance personal style. 

During the masterclass delegates consider a diverse range of complex encounters, including how to break bad news and how to deal with hearing and language difficulties. They will also look at non-verbal and para-verbal communications, active listening skills and the use of empathy.