Classroom
1 day625,-
excl. VAT
- Pleasant venue with a good trainer
- Small groups
- Inspiring and motivating
Delivering bad news calls for nerve and empathy. In this course, you work with experienced trainers on a clear conversation structure in five phases, so that you remain clear and involved. This way you stay in control and give the other person the space they need.
Description
Delivering bad news is part of many roles: announcing a dismissal, disappointing a client or informing a patient of an unwelcome diagnosis. You feel responsible for the message and involved with the recipient. That dilemma is why many people postpone or soften the bad news, while a clear conversation is actually more pleasant for both sides.
In this course you work on the structure of a bad news conversation in five phases: the introduction, delivering the message, room for the impact, thinking about solutions together and making a follow-up appointment. You practise with the right tone, learn how to show compassion while remaining firm, and thus stay in control of the conversation.
You alternate between practice, reflection and theory, with room for your own workplace situations. By actually experiencing what different behaviour achieves, you make the translation to your own job. An intake takes place before the course, so that the programme matches your learning objectives.
Topics
- The five phases of a bad news conversation
- Structure of the conversation
- Content level: formulating clearly and firmly
- Relationship level: showing compassion without softening the message
- Arguing your case and substantiating your message
- Dealing with emotional reactions
- Thinking along about solutions
- Next steps and making agreements
- Common pitfalls and how to avoid them
Result
After this course, you will deliver bad news in a clear and respectful way. You structure the conversation around five phases: you open the conversation, deliver the message clearly, allow room for the emotional reaction, think through the options for what comes next and arrange a follow-up appointment where necessary.
You know how to remain steadfast without coming across as distant, and how to show compassion without softening or postponing the message. You recognise the familiar pitfalls, such as the hope-springs-eternal phase or the reflex to ease the pain, and you know how to avoid them. You also learn to switch between the content level and the relationship level, so that you keep control of the conversation and the recipient feels taken seriously.
Target audience
This course is ideally suited to anyone who occasionally has to deliver bad news. Think of managers, project leaders, sales staff, service staff, care workers, doctors and consultants.
Teaching method
During the course we alternate between experiencing, experimenting with behaviour and techniques, reflecting and exploring theory. In this way the programme suits different types of participants. There is plenty of action: you immediately experience the effect of new behaviour, so you recognise what works.
We emphasise that you are responsible for your own development process and take ownership of it. You are continually invited to reflect and to make links with your own practice. Our aim is to increase your insight and let you make the translation to your daily work yourself. This increases the chance of genuine behavioural change.
Prior knowledge
You do not need any specific prior knowledge to take part in this course. It is useful, however, if you sometimes have to deliver bad news in your work, so that you can link the exercises directly to your own workplace situations.
Comments
Nothing particular to note for this course. The content may vary slightly per group, because during the intake we tailor it to your learning objectives and workplace situations.
In-company
Would you like to organise this training for a whole group or several groups? This can be cost-effective. For example, we can tailor the content entirely to your organisation, and training a whole group is also cheaper.
Are you looking at large numbers of participants or a complete academy? That involves a great deal. Consider planning and communication, for example, or identifying and agreeing the objectives and content of the training. Or differences in level, feedback mechanisms and safeguarding. Fortunately, Learnit has extensive experience in this field (more than 25 years) and we are happy to help you through this process.
Language
The training is given in Dutch as standard. The trainer has a good command of English. English-language course material can be used. With a minimum enrolment of 3 participants, the training can also be given entirely in English.
