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Difficult Encounters and Conflict Resolution Half Day

Mon, 22 Jul 2024

Virtual, Online

How to sensitively and empathically manage difficult and sometimes aggressive communications.

Difficult Encounters is a remote course for health professionals who would like to understand more about the art and science of communication. It is an interactive and entertaining course that provides delegates with an opportunity to develop their communication skills both on the phone and face to face. Recordings of theatre demonstrations are performed by professional actors as a foundation for analysing work related interactions. Delegates are encouraged to think about the psychological state and behaviour of themselves and others and explore communication models


Anyone working in a health setting.


  • Improve communication skills

  • Observe pieces of theatre performed by professional actors to identify how communication can breakdown.

  • Look at what psychologically underpins communications.

  • Consider the importance of non-verbal and para-verbal communication, active listening skills and the use of empathy.


Becky Simpson is a director of Playout a communications and presentations training company. She has written and presented courses for a wide variety of clients in the health service and for Universities including Hertfordshire Partnership University NHS Foundation Trust, Brighton and Sussex Medical School and University of Sussex. She was a pioneer of drama-based learning within the health service. She has written, directed and produced pieces of theatre and role-play briefs for study days, conferences and training DVDs. She is also a professional actor and presenter. She originally trained at the Guildford School of Acting after which she worked both as a professional actor in repertory theatre and as a television and radio presenter for independent TV companies and the BBC world service.

Facilitated by:

Ms Becky Simpson

Managing Director

In-house Training

This course can be held at your organisation for up 25 delegates, we can tailor the content to suit your organisation and CPD needs of your staff. Led by experienced and highly rated trainers, in-house training works out cost-effective for groups and saves travel time.

Contact katym@hc-uk.org.uk with your requirements for further information and a quote.

In-house Training

Fee Options

Virtual NHS, Schools, Care and Public Sector



(Prices in brackets include VAT)


Additional delegate discount:

A discount of 15% will be applied to fees for any extra delegates.

Online discount:

A discount of 10% will be applied if you pay using the website.

Also of Interest

Supporting Organisations

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