This session is a live interactive virtual event, delivered through Zoom, for Administrative and support staff.

It will enable administrative and support staff who work directly with families to be more confident and capable when holding difficult conversations. 

Once you have successfully booked a place on this event, full joining instructions and guidance will be provided with your confirmation email.

Participants will be introduced to a new set of practice principles that have been designed by East Sussex practitioners and consider how to integrate holding difficult conversations with families with Solution Focus and Motivational Interviewing techniques.

All registered participants are required to watch this 8 minute introductory video from the trainer Phil Jones in advance of participating in this workshop.

The training objectives for this course are for participants to:

Explore principles on holding difficult conversations with families.

Consider how to integrate holding difficult conversations with families with Solution Focus and Motivational Interviewing techniques.

Reflect on the “contract” between practitioners and service users, to include managing difference. 

Explore communication skills – how are we when in conflict and ideas for maintaining a resilient, empathetic, clear approach?

By the end of the course participants will:

• Be aware of the physiological effects of difficult conversations


• Understand what makes up effective communication is such a context


• Recognise the role of listening in de escalating conflict


• Be able to identify confirmatory bias and effects on some Council Customers


• Be introduced to Non Violent Communication techniques


• Have undertaken practice sessions in having difficult conversations, using relevant case study materials

 Preparation

All registered participants are required to watch this 8 minute introductory video from the trainer Phil Jones in advance of participating in this workshop

Joining Instructions

This course is delivered using Zoom. Once you have successfully booked a place on this event, full joining instructions and guidance will be provided with your confirmation email. Please ensure you block out the time in your calendar and keep the email in a safe place.

The session begins at 13:00, however the meeting will open at 12:45 to give you time to join.

Please ensure you are logged in and ready to go at least 15 minutes before the start of the course so you allow some time to resolve and technical issues, as we are unable to provide assistance on the day.