Module 3 Challenging Consultations
This workshop supports participants to learn and develop communication skills to deal with challenging patient-staff communication: delivering bad news, responding to strong emotions, disclosure of an error and many other difficult conversations.
Leaflet
- Challenging consultations (PDF, 364 KB, 2 pages)
- Responding to patient feedback (PDF, 1.45 MB, 2 pages)
- End of life conversations (PDF, size 519 KB, 2 pages)
Responding to Strong Emotions
Patient Stories Videos:
Skills cards:
Piece to Camera Videos:
Case Studies:
Posters and Illustrations:
Skills demonstration video and debrief:
- Responding to strong emotions skills video (Brightcove.net)
- Responding to strong emotions debrief sheet (PDF, 342 KB, 5 pages)
Delivering Bad News
Patient Stories Videos:
Skills cards:
Piece to Camera Videos:
Case Studies:
Posters and Illustrations:
Skills demonstration video and debrief:
- Delivering bad news skills video (Brightcove.net)
- Delivering bad news debrief sheet (PDF, 373 KB, 7 pages)
Disclosing Errors
Patient Stories Videos:
Skills cards:
Piece to Camera Videos:
Case Studies:
Posters and Illustrations:
Skills demonstration video and debrief:
- Disclosing errors skills video (Brightcove.net)
- Disclosing errors debrief sheet (PDF, 372 KB, 6 pages)
Responding to Patient Feedback
Skills cards:
Posters and Illustrations:
End of Life Conversations
Patient Stories Videos:
- Diagnosis of a life-limiting illness (Brightcove.net)
- Receiving sad news of a death on the phone (Brightcove.net)
- Conversations when a person is dying imminently (Brightcove.net)
- Conversations about post mortem examination (Brightcove.net)
- Conversations about normal dying (Brightcove.net)
Skills cards:
- Diagnosis of a life-limiting illness (PDF, size 1.37 MB, 26 pages)
- Giving sad news of deterioration or death over the phone (PDF, size 1.5 MB, 23 pages)
- When a person is dying imminently (PDF, size 1.7 MB, 32 pages)
Guidance:
- Communication guide for end of life conversations (PDF, 3.4 MB, 9 pages)
- End of Life Conversations Graphic Novel (PDF, size 4.6 MB, 44 pages)
Piece to Camera:
- Giving sad news of deterioration or death over the phone (Brightcove.net)
- Conversations about moving to palliative care (Brightcove.net)
- Comforting conversations with a person who is distressed (Brightcove.net)
- Conversations about normal dying (Brightcove.net)
- Conversations about post mortem examination (Brightcove.net)
Case study links:
- Conversations when a person is dying imminently (healthcarecoms.hseland.ie)
- Conversations about moving to palliative care (healthcarecoms.hseland.ie)
- Conversations about normal dying (healthcarecoms.hseland.ie)
- Giving sad news of a death on the phone (healthcarecoms.hseland.ie)
Skills demonstration video and debrief:
- Giving sad news of deterioration or death over the phone (Brightcove.net)
- Giving sad news of a death on the phone debrief sheet (PDF, size 372 KB, 8 pages)
- Conversations about normal dying (Brightcove.net)
- Conversations about normal dying skills debrief sheet (PDF, size 407 KB, 6 pages)
- Conversations about post mortem examination (Brightcove.net)
- Conversations about post mortem examination debrief sheet (PDF, size 339 KB, 6 pages)