From: Fri 27 Nov, 2020


In stock

Advanced Communication Skills Refresher

The purpose of the course is to reflect on and refresh previous experiential learning in Advanced /Enhanced Communication Skills, and how this has transferred back into the workplace.

It has become apparent that much of the feedback received about care is focused upon communication issues, and evidence indicates that competence gained through attendance at training courses diminishes through time. This study day aims to refresh the practice of skills at a senior level, using simulated practice to readdress issues that may have proved problematic in practice. Using a team approach in a safe environment, participants will be offered the opportunity to use micro skills and strategies, interacting with an experienced facilitator and actor, in order to bridge the gap between theory and practice.

Feedback from those attending the course in 2019 included the following:

· Great to have such a varied lot of background and experience

· Really excellent and a very helpful day

· Good team dynamic and relaxed (but professional!) atmosphere

· All of it worked well, especially sharing experiences and learning from others

· Very valuable and engaging

· Content very applicable to daily practice

· Well thought-out…pace was good, overall excellent

This course is suitable for senior health and social care professionals working in multidisciplinary teams who have previously undertaken the Advanced/Enhanced Communication Skills Training workshop (we recommend at least a year earlier).


Location: Sobell Study Centre

Educational Credits: CPD tbc


Helena is a registered nurse whose career spans more than 35 years in the NHS. She was part of the first wave of advanced communication skills trainers introduced as a key priority in the 1999 NHS Cancer Plan. She has been facilitating three and two day courses for doctors, nurses and allied health professionals for over 10 years.

Helena set up one of the first wave of Hospital Palliative Care Teams with medical support. She subsequently became Head of Service and operational lead for the hospice and palliative care services before becoming the Lead Cancer Nurse in Salisbury at the launch of the NHS Cancer Plan. Most recently she was the Clinical Lead for Cancer Services at Salisbury District Hospital responsible for leading oncology multidisciplinary teams in the development and sustainability of cancer care improvements supported by many allied services.

Kate is a registered nurse and the Education Lead at OxCERPC. She has a background in community nursing, and is passionate about staff of all levels and disciplines improving their communication skills. She has developed successful Intermediate and Enhanced level communication skills courses, and this new refresher course for those who undertook advanced skills courses several years ago. She is also interested in psychospiritual care and has contributed to a book on the topic published in 2017.


Michael is highly experienced in the areas of management and personal development, having worked extensively across the public, private and voluntary sectors for more than fifteen years as a facilitator, role-player and trainer. Specialisms include:
>Advanced training for healthcare practitioners in difficult and challenging conversations, including breaking bad news, dealing with anger and other high emotions, and performance management.
>One-to-one coaching in communication skills.
>Bespoke management training in difficult conversations for all tiers, from junior managers to board level, across public and private organisations.
Michael’s move into role-play and facilitation followed a twenty-year career in industry to senior executive level – a role which included delivering large-scale training programmes and multi-million-pound project management. He also holds an MA in TV Scriptwriting from De Montfort University, Leicester.
As a role-player and facilitator, his broad experience covers training, coaching, assessment and recruitment, as well as personal and career development, professional exams (medical, financial, education, etc) and presentation skills. He is fully trained in a variety of styles of feedback and has led the delivery of significant training and coaching programmes within the NHS.
Among the organisations he has worked with are the Foreign and Home Offices, BBC, ITV, Mars UK, Barclays Bank, Arts Council England, Birmingham Medical School, police and fire authorities, councils and local authorities and many others.
Michael undertakes student and post-graduate medical role-play and facilitation through the Interactive Studies Unit at Birmingham University and is involved in a wide variety of programmes, including delivering communication skills training, ACST, GP recruitment, OSCE assessment and CSA workshops.

Tricia is a highly experienced role-player and facilitator, having worked extensively across the health service for twenty years, as well as in many other areas of the public, private and voluntary sectors.
A graduate of the prestigious Guildford School of Acting, Tricia began role-playing during her drama training, working with medics at the Royal Surrey County Hospital in development and assessment.
Her particular skills in communication, personal development and difficult conversations make her an extremely sought-after professional in the fields of management training, facilitation and coaching. Besides the NHS, she has worked extensively with high-profile organisations, including the Home Office, Foreign and Commonwealth Office, police forces, financial institutions, housing associations and major commercial companies, from Volkswagen to Three Mobile.
Areas of specialisation include one-to-one communication skills work with healthcare professionals, with particular emphasis on breaking bad news, palliative care and dealing with high emotion; programmes involving challenging management conversations for a range of retail organisations; and managing change in the public and private sectors. She is also highly experienced in scripted and improvisational forum theatre.
Tricia has continued to undertake considerable student and post-graduate medical role-play and facilitation through the Interactive Studies Unit at Birmingham University. She is involved in a wide variety of programmes, including delivering communication skills training, GP recruitment, OSCE assessment and CSA workshops. Having worked on ACST courses across the UK, Tricia is ideally positioned to be involved in refresher courses for past delegates.

Course Programme

09.00 Registration opens: tea and coffee available

09.30 Setting the Scene

10.00 What makes an effective communicator?

10.30 What has communicated to you?

11.15 Coffee

11.30 What are people saying to us?

12.00 Hot Topics

12.30 Forum Theatre

13.00 Lunch

13.45 Name that Skill!

14.15 Listening Skills

15.00 Tea

15.15 Questioning Skills

16.20 Reflection

16.45 Evaluations etc

Course Aims

By the end of the day participants will be able to
• Analyse communication behaviours and techniques in consideration of their work environments
• Demonstrate enhanced communication skills in simulated situations
• Critique their current communication skills
• Integrate new/revised skills into their daily practice

Downloadable Items
Other Course Information

This one day refresher workshop is focussed upon refreshing and sustaining competence gained during previous two or three day Advanced/Enhanced Communication Skills training courses.

Throughout the day participants will work as a team, along with an experienced facilitator and actor, to further develop or refresh behaviours and skills identified during their previous training as being important to utilise back in the workplace.

Participants will be offered the opportunity to reflect on how the original training positively influenced their practice and on any challenges they encountered on return to work, to share experiences and evidence from feedback received, and to share what measures they have put in place to sustain these skills.

Working as a team, scenarios will be developed for simulated practice throughout the day, to further embed best principles into practice.

An updated evidence base will be presented, with resources available for post-course use

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Our team are on hand to answer any questions you may have.

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Communication Skills Course Participants