Identifying what it is about difficult conversations that make them difficult and how we can begin to overcome these challenges.
The FBI hostage negotiation approach to difficult conversations includes the superpower of listening, demonstrating empathy, and developing rapport.
Useful ways to start a difficult conversation - choosing the right words
Principles to consider when having a difficult conversation (based on the work of the Harvard negotiating project and Thomas Kilman) include how to plan and structure a difficult conversation.
Biography: Sally started her career as an NHS as an NHS General Management Trainee in 2006, gaining an MSc in Healthcare Leadership and Management as part of this programme. She has worked in various operational management roles across mental health and acute services since then, mainly in London teaching hospitals. More recently she was the Associate Director for Surgery, Theatres, Anaesthetics and Critical Care at Frimley Health NHS Foundation Trust, successfully leading those services through the Covid pandemic surges and elective recovery phases. Sally is a qualified coach and has training in Quality Improvement methodology. She is currently studying on the Leadership Academy's Nye Bevan Programme and to become an MBTI Practitioner. Recent accomplishments: Sally supported the opening of the Heatherwood Hospital as a state of the art orthopaedic and opthalmology elective centre at Frimley Health and increased Critical Care capacity permanently as part of the post-Covid response. Her leadership and coordination of surgical services at Frimley saw some of the first 'green pathway' elective patients treated outside of London in a Covid-safe environment against a backdrop of her Trust treating the 4th highest level of Covid patients in the country. How she can help you: Sally supports the Leadership and Organisational Development Faculty at NHS Elect.
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