Core Communication Skills


Unexpected telephone calls or meetings in the corridor can lead to awkward situations and it is often difficult to know how to respond. Sometimes it is hard to know what to say and what not to say and these sorts of encounters can leave us feeling overwhelmed. During the session we will look at and ways of responding to people who may present with a variety of emotions such as anger or acute distress. Handling emotional states, managing difficult telephone conversations and awkward questions.

Learning Outcomes:

Attendees will be able to:

  1. Recognise that people express distress and strong emotion in a variety of ways
  2. Elicit concerns
  3. Recognise behaviours which impact on communication positively or negatively
  4. Recognise personal limitations and direct patients / carers to appropriate services or professionals

Aimed At:

Wirral health & social support staff who may include:

  1. Non-clinical support staff
  2. Secretarial, administrative staff
  3. Domestic and catering staff
  4. Porters and maintenance staff
  5. Staff from hospitals, hospices, nursing homes or social services

Course Dates:

2nd March 2017 MARCH DATE FREE*

11th May 2017

10th November 2017

Course Hours:               Cost:

1.00 – 4.00pm                                     £10 to cover the cost of refreshments

Course Leaders:

Jo Coulson

Tracey Meyers


£10 to cover the cost of refreshments

 Places can be booked via Eventbrite


Education Centre

Wirral Hospice St John’s


For further information please contact The Education Team 0151 482 8982

@WHSJ_Edu / @Jo_hospice / @Tracey_hospice

Booking Form

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Work Information:

By clicking ‘Complete Registration’ you are provisionally booking a place on the course, we will contact you to confirm your booking and arrange payment if applicable’

Health & Social Care Professionals Information