Session announcement: How to have difficult conversations
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Nobody likes having a difficult conversation, whoever it’s with – but as a care manager, you’ll definitely have faced some already, and will face many more.
Often these conversations can feel daunting because we’re not sure how they will go; how will the other person react? Will I say something to make it even worse?
But a key way to combat these worries, and to be as confident in your ability to resolve the situation as possible, is to develop your skills in conflict resolution. This doesn’t mean allowing bad behaviour to go unchecked; rather, that you’re confident to deal with situations when they arise, and firm but fair when dealing with residents, relatives, and staff.
In terms of the situations that could arise, there are any number of possibilities – from a staff member consistently turning up late or dressing inappropriately, to a relative placing unreasonable demands on you.
Whatever the issue, being skilful at holding people to account where needed (or apologising when you’ve got it wrong), then working to find a resolution and rebuild the relationship, is key to success.
Join Jennifer Irabor, Joan Gunde, Lisa Taylor-Clarke and Aysha Eringickal Kunhi Mohammed from Arden University in Care CPD Theatre 1 to:
- Get hands-on training on how to have difficult conversations with staff, residents, and relatives
- Role-play real case studies and practice the best way of dealing with tricky situations
- Learn strategies for conducting disciplinary meetings
- Leave with a CPD-accredited certificate
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