Difficult Patient and Family Conversations

Part of the Frontline Leadership Courses: Team Lead, Coaching, Shift Huddle, and Difficult Conversations. See the bundle and department packs.

About this course

Frontline support staff hear the hardest questions first: "Nobody tells us anything," "When is she going back up?", "Why is this taking so long?" This course gives transport, EVS, food service, linen and security staff one simple method for those moments, the Conversation Path: Ask, Acknowledge, Boundary plus next step, Close the loop.

You will learn to find the real concern, acknowledge without making promises, say what your role allows and what you will do next, handle delays, repeated questions and complaints, communicate when there is a language barrier, hearing loss or dementia, know when to get help, and reset after a hard conversation.