This course equips Healthcare Professionals with the skills and confidence to deliver effective, compassionate, and structured telephone consultations. Participants explore the challenges of remote communication and learn practical tools such as the Thinking Environment, conversation structures, and facilitating behaviours. Through role-play, reflection, and interactive exercises, the course builds confidence in managing strong emotions, creating purposeful conversations, and ensuring patients and relatives feel heard, respected, and supported.
Learning Outcomes
- Identify the unique challenges of telephone consultations and apply strategies to overcome barriers such as lack of body language and rapport.
- Use a structured approach to conversations, balancing the patient’s agenda with professional purpose.
- Apply the Ten Components of the Thinking Environmentto enhance listening, empathy, and equality in communication.
- Demonstrate facilitating skills (e.g., open questions, active listening, summarising) while avoiding blocking behaviours.
- Respond effectively to emotional cues and strong emotions, fostering trust and compassion in patient and relative interactions.
Date and Time: Wednesday 20th May 2026, 09:00-16:00
Format: Online, Zoom
Cost: Free
Email wessexcanceralliance@wca.uhs.nhs.uk to register your interest