With packed curricula in most health care training institutions, and hectic schedules in practices and administrative offices, time for teaching vital communication and interpersonal skills is often at a premium.
This book is designed to equip trainees with the skills needed to deal effectively with conflict, difficult behaviours and other complex situations, employing a ‘learning by doing’ approach for effective and engaging learning. It has been designed for practice leaders, hospital leaders and public health professionals helping health care professionals upgrade their skills, and especially for faculty members who teach students and residents.

It contains over 100 exercises designed for use in a variety of training situations, and which take into consideration the often limited training time available for non-clinical topics. Exercises range in length from minutes to over an hour, whilst a selection grid allows trainers and educators to select the right exercises to cover topics in the available time.

‘I’ve developed this series on the basis of two premises: that you’ll find time to teach communication and related subjects to health care professionals and that you’ll save time by utilizing the activities provided.’
Ellen Belzer in her Introduction

* Using this Book
* Definitions
* Conflict Management
* Negotiating Strategies
*Bargaining
* Dealing with Difficult Colleagues
* Difficult Conversations
* Communicating in Crisis Situations
* Dealing with Organizational Change
* Communicating with Emotional Intelligence
* Appendices
* Tips for trainers
* The art of giving critiques
* Quotations on training topics
* Matrix 1: Exercises by training subject
* Matrix 2: Exercises by profession
* Matrix 3: Exercises by time allotment
* Suggested Readings