Managing Challenging Conversations

Managing Challenging Conversations gives staff a practical, realistic understanding of what drives conflict and why difficult behaviours can arise in a pressured healthcare environment. We explore the CHIMP model, emotional triggers and the patterns that tend to escalate situations. Using simple, structured tools, participants learn how to communicate clearly, maintain professionalism and support patients through challenging moments without absorbing all the emotion themselves.

By the end of the workshop participants will:

Understand what triggers conflict and how patient emotions can show up in different ways.
Recognise their own signs of pressure or tension and what helps them stay steady.
Learn practical tools such as Explain–Pause–Invite and the HEART model to de‑escalate conversations.
Build confidence in setting boundaries calmly and professionally.
Leave with practical habits that reduce escalation to managers and create more consistent interactions.

Benefits:

Reduces conflict, complaints and escalation to GPs and managers.
Gives staff clear tools to stay calm, professional and boundaried under pressure.
Creates a consistent approach to challenging behaviour across the team.

Managing Challenging Conversations- Primary Care Development Programme

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Managing Challenging Conversations- Primary Care Development Programme

Managing Challenging Conversations Workshop