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Navigating difficult conversations with confidence

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Topics: PolypharmacyPrimary CareTraining and Development

We explored why conversations with patients and colleagues can be challenging, and shared insights and strategies to enhance confidence.

This article forms part of a series
  1. Primary care discussions: a series of webinars for primary care
    1. Heart failure: a primary care discussion
    2. Supporting pharmacists with HRT decision making
    3. HRT use in clinical practice: a primary care discussion
    4. Reviewing medicines for people at risk of falls
    5. Lipid Management: a primary care discussion
    6. Parkinson's disease: a primary care discussion
    7. Chronic liver disease: a primary care discussion
    8. Hypertension care in community pharmacy: a primary care discussion
    9. Biosimilar insulin: a primary care discussion
    10. Population health in practice: a primary care discussion
    11. Navigating difficult conversations with confidence
    12. Progressing as a pharmacy professional: a primary care discussion
    13. Social prescribing and pharmacy: a primary care discussion

Contents

  1. About the webinar
    1. What was covered
  3. Speakers
    1. Non-SPS Speakers
    2. SPS Speakers
  5. Resources
    1. Recordings
    2. Podcasts
    3. Presentation resources
  7. Update history

About the webinar

A psychologist outlined why difficult conversations can be a challenge for some and not for others, and there was an opportunity for the audience to ask questions. Examples of difficult conversations with patients and colleagues was discussed, to identify strategies to enable you to navigate difficult conversations more confidently. This webinar was recorded in June 2024.

This recording was part of our primary care ‘on the couch’ discussions series. Each focussed on a different topic and featured discussions between subject matter experts. Recorded between 2023 and 2025, the resources aim to support you in your daily practice and can be watched on their own or as a series. Use the links at the top of the page to navigate between the different webinar recordings.

What was covered

  • The psychology behind difficult conversations
  • Personal stories to identify themes and principles to navigate difficult conversations
  • Application of learning to difficult conversations in your own practice setting

Speakers

A range of speakers from SPS and other organisations helped to run this event.

Non-SPS Speakers

Naima Fowlis

Trainee Clinical Psychologist and doctoral candidate; Project Future & Haringey Vanguard Team

Dr Catherine Lowe

Quality and Safety Manager & Practice Pharmacist, Bishops Castle Medical Practice

SPS Speakers

Find out more about the SPS team that facilitated this event below.

Resources

Recordings

Webinar recording

This webinar was recorded in June 2024. Information presented during this webinar was correct at time of recording. Current guidance should be followed.

Additional recording

Naima Fowlis explores in more detail how our feelings, our identity, and what happened, can impact conversations. This was recorded in 2024 and content was correct at the time of recording.

Podcasts

Navigate difficult conversations with confidence

In this follow up to our webinar Nicola Wake speaks to Naima Fowlis about deescalating conflict, and preparing for and having conversations when people may not hear what you are saying. Naima shares practical advice and tools you can use to enable you to navigate difficult conversations more confidently. This podcast was recorded in September 2024 and content was correct at the time of recording.

Presentation resources

Update history

  1. Republished
  2. Article reformatted and linked to primary care discussion webinar series
  1. Video format updated
  1. Published