Difficult Conversations and Constructive Challenge

Eligibility 

This training is available to individuals who are employed, contracted or self-employed to deliver care and/or support in Staffordshire, including those working for providers with a CQC-registered location in Staffordshire.

Staffordshire County Council reserves the right to determine eligibility on a case-by-case basis. Please contact cmdt@staffordshire.gov.uk if you are unsure.

Learning Outcomes

By the end of the course, delegates will be able to:

• Define what is meant by a difficult conversation and constructive challenge within an adult social care setting.
• Recognise early indicators that a difficult conversation may be needed, such as changes in care quality,
  communication breakdowns, team tensions or emerging concerns involving people receiving care, relatives,
  colleagues or professionals.
• Understand the importance of positive, respectful and person-centred communication in supporting safe, effective,
  caring and responsive care.
• Describe the difference between constructive challenge, conflict, criticism and blame, and explain how challenge
  can be used to support learning, quality improvement and safer practice.
  Identify the barriers that may prevent staff from speaking up or challenging poor practice, including confidence,
  fear of repercussions, hierarchy, culture, previous experiences and uncertainty about roles or responsibilities.
• Apply practical communication techniques to prepare for and structure difficult conversations, including identifying
  the purpose, using open questions, active listening and clear language to support focused, respectful discussion.
• Use de-escalation strategies during challenging conversations to respond to tension, acknowledge emotional
  responses, set appropriate boundaries and maintain calm, professional behaviour.
• Demonstrate how to give and receive constructive feedback using clear examples, respectful language and a
  focus on learning, improvement and positive outcomes for people receiving care.
  Identify appropriate escalation routes for different types of concern, including safeguarding, whistleblowing, duty
  of candour and professional accountability, and understand the importance of following organisational procedures.
• Recognise the importance of accurate documentation following difficult conversations, including recording
  concerns, agreed actions, outcomes and follow-up requirements.
  Plan and structure a difficult conversation, including identifying the purpose, key messages and desired outcome.
• Demonstrate how to raise concerns early and proportionately using clear, respectful and evidence-based
  communication.
• Identify actions that support a psychologically safe culture where staff feel able to speak up, ask questions and
  constructively challenge practice.
• Apply professional curiosity by exploring information objectively, asking relevant follow-up questions and
  confirming understanding before deciding what action, support or next steps may be required.
• Recognise how power dynamics, hierarchy and team culture can affect confidence to speak up or challenge
  practice.
• Develop clear actions following a difficult conversation, including agreed responsibilities, timescales, review points
  and escalation routes where required.
• Explain how constructive challenge supports CQC expectations around safe, effective, caring, responsive and
  well-led services, including openness, learning and continuous improvement.
• Evaluate the potential impact of avoided or poorly managed conversations on people receiving care, staff
  wellbeing, team culture and service quality.
• Reflect on personal communication style and identify actions to build confidence, resilience and professional
  assertiveness when having difficult conversations.

Session Details

Where: Stone House Hotel Stafford Rd, Stone ST15 0BQ

When: 

• Thursday 21st January 2027 (09:30-16:00)
• Monday 1st February 2027 (09:30-16:00)
• Monday 22nd February 2027 (09:30-16:00)
• Monday 8th March 2027 (09:30-16:00)

Car Parking

Please note that there is free on site car parking at The Stone House Hotel.

Refreshments

A small basic lunch will be provided on the day, you can purchase drinks from the café on site.

Accessibility

If you have any additional requirements, such as the need for British Sign Language (BSL) interpretation or mobility requirements, please let us know in advance so that we can make the necessary arrangements to accommodate your needs.

Waiting List