Potential conflict means that some shy away or avoid dealing with problems related to behaviour or performance. However, failure to tackle these situations invariably means that the problem gets worse. Handled well, the conversations can not only resolve issues but also provide a springboard for imp
DurationManaging Difficult Conversations
Tackling difficult or challenging situations can be filled with peril for many NHS managers.
Potential conflict means that some shy away or avoid dealing with problems related to behaviour or performance. However, failure to tackle these situations invariably means that the problem gets worse. Handled well, the conversations can not only resolve issues but also provide a springboard for improved service delivery and team harmony.
Who is it for?
Any manager who experiences difficult situations in the workplace and needs to hold potentially challenging situations with team members.
Course Objectives:
By the end of this programme, participants will be able to:
Informally manage team and individual issues without resorting to formal procedures
Use the most appropriate management style to deal with issues
Diagnose the issue and its impact
Deliver feedback in a non-judgemental and factual manner
Manage emotions and stick to the issues
Create personal improvement plans to develop behaviour and delivery
Course Content:
Diagnosing the issue – capability or conduct?
Choosing the most appropriate management style
Action Centred Leadership
Delivering feedback using the SNIP method
Remaining emotionally neutral – assertiveness without confrontation
The importance of language
Developing the PIP (Performance Improvement Plan)
Escalating the issues and best practice HR for managers
Practice Sessions – the programme will employ actors to play out scenarios with participants to develop skills
About NHS Professionals
We run the largest NHS flexible staff bank, placing highly skilled temporary workers in NHS Trusts to meet their short, medium and long-term needs. Uniquely we are owned by the Department of Health and Social Care and we therefore reinvest any surplus we make directly back into the wider healthcare economy.
Originally formed in 2001, we now have more than 50 client Trusts and over 180,000 healthcare professionals (Bank Members) registered with us. They work flexibly to NHS-assured standards in a wide range of roles including nurses and midwives, doctors, allied health professionals, healthcare scientists, personal social services and non-clinical.
We align our vision and objectives with those of the NHS and our teams use their specialist healthcare knowledge to deliver bespoke recruitment solutions to Bank Members and Trusts.
These can range from local shift cover at short notice, through to national and international workforce campaigns such as the Covid-19 Rapid Response programme where we recruited 20,000 people nationwide within weeks.
We also support our client Trusts to implement major service improvements and in 2019/20 we helped them to save more than £130 million.
Driven by a passion for the NHS and our goal to become its workforce partner of choice, we are continuously improving our services to meet the growing demand for high quality flexible staff right across the healthcare sector.
NHS Professionals prides itself on being an organisation driven by the highest quality and standards. Below you can see some of the achievements and industry recognition that we have accomplished.
Highly effective leaders and managers need to understand and have challenging and effective conversations and consider the risks associated with poor quality communication.
If we approach difficulties as needing to take place in one or a series of conversations, and we approach those conversations with a plan, we will find that we have less difficult people to deal with.
After attending this course, you will have a better understanding of when it is appropriate to have those challenging conversations as well as how to plan and confidently manage the conversation.
The course focuses on the skills required to build good relationships, to minimise the risk of conflict and to deal with conflict when it arises in a constructive manner. The course delivers practical techniques to enable you to difficult and potentially confrontational situations confidently.
The Level 2 Award in Conflict Management (RQF) has been developed and is awarded by Highfield Awarding Qualifications and sits on the Regulated Qualifications Framework (RQF). The RQF is a qualification framework regulated by Ofqual and CCEA Regulation. It is also suitable for delivery in Wales and
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