Difficult Conversations: Helping NHS Managers Communicate with Confidence
How can managers give honest feedback, tackle difficult conversations and maintain positive working relationships?
These were some of the challenges we explored when Scenario Role Play was recently invited to deliver communication skills training for Band 7 managers within an NHS Trust.
The aim was to strengthen communication, improve working relationships and help managers feel more confident when handling challenging conversations.
Bringing real challenges into the training room
Following an initial meeting with a team leader, one theme quickly emerged: challenging conversations.
Before the training, managers were invited to share examples of difficult conversations they faced at work. These included issues around professionalism, confidentiality and giving constructive feedback.
Then the fun part began!
Working with our professional role play actors, we developed short, realistic scenarios based on the managers' experiences. The actors demonstrated examples of both effective and ineffective communication, allowing participants to observe the impact of different approaches and advise the actors on how to communicate differently.
Recognising how not to handle a conversation can be just as valuable as seeing it done well.
Giving feedback and asking better questions
We introduced two practical models to help managers structure their conversations: BOFF, for giving constructive feedback, and GROW, for taking a coaching approach.
We also explored the importance of open questions, active listening and managing our own emotional responses when conversations become difficult.
The focus wasn't just learning communication techniques, but recognising how our own words, questions and behaviours can influence others.
What did the managers take away?
The feedback was encouraging, particularly the recognition that small changes in approach can make a big difference.
One participant commented:
"Really enjoyed today. Made me think about other ways to approach scenarios & how my questions & behaviours impact this. Will be using BOFF & GROW going forward."
Another person highlighted the importance of asking open questions, while others valued the practical techniques for staying calm under pressure.
Learning by doing
At Scenario Role Play, we believe that communication skills are best developed through experience, reflection and practice.
By bringing real workplace challenges to life with professional actors, we help managers explore different approaches in a supportive environment and develop the confidence to have better conversations.
Could your managers benefit from practising challenging conversations in a safe, realistic environment?
Get in touch with Scenario Role Play to find out how our bespoke, actor-led training can support your team.
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