Course code: ESP03 - call 0845 071 2801
Overview
“It’s not what you say but the way that you say it”
Bad news has to be delivered and getting it right involves more than saying the right things. This session will show you more than just the words to use. When, where and how to do it are explored to ensure positive outcomes leaving you, the deliverer, and the receiver/s still talking and potentially with stronger relationships.
- Participants will discover and use the SPIKES approach to planning and delivering bad news, a planning exercise, empathetic listening (using an emotional intelligence questionnaire), followed by an activity combining the subjects of self-awareness and body language.
- Participants will leave with an application plan, emotional intelligence questionnaire, summary cards and an A5 handout