Communication Skills for Difficult Conversations - EXAMPLES

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This video is designed to be a user-friendly, indexed toolbox of communication skills for difficult conversations.

Each micro skill is labelled in the timeline and also in the index below. Feel free to navigate directly to the skill you want to review for a succinct definition and one or two examples.

00:00 - How to Use This Video
0:51 - 1. Establishing a Shared Agenda
2:27 - 2. Open Questions
2:49 - 3. Closed Questions
3:28 - 4. Other Types of Questions
3:36 - 4a. Screening Questions
3:41 - 4b. Clarifying Questions
3:53 - 4c. Hypothetical Questions
4:05 - 4d. Prioritising Questions
4:10 - 4e. Exploring Questions
4:14 - 5. ICE: Ideas, Concerns and Expectations
4:47 - 6. Signposting
5:04 - 6a. The Standard Signpost
5:09 - 6b. The Warning Shot
5:15 - 6c. Asking Permission
5:20 - 6d. Parking til Later
5:38 - 7. Summarising
6:18 - 8. Paraphrasing
6:37 - 9. Shared Thinking
7:01 - 10. Skills for Responding to Emotion - NNURSE
7:11 - 10a. Naming the Emotion
7:15 - 10b. Normalising for the Population
7:24 - 10c. Understanding the Driver
7:31 - 10d. Respect, Praise and Appreciation
7:39 - 10e. Supportive Statements
7:45 - 10f. Exploring the Story
7:50 - 10g. Silence
8:00 - 11. Chunk & Check
9:48 - 12. Teachback

If you're interested in exploring any of these skills in more depth, I would recommend checking out these videos below:

Establishing a Shared Agenda

Questions Styles, ICE and Summarising

Signposting

Shared Thinking

Naming the Emotion and Normalising for the Population

Understanding the Driver

Respect, Praise and Appreciation

Supportive Statements

Exploring the Story

Using Pauses and Silence

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Watch More Of My Videos:

De-escalating Challenging Emotions in Others: A Battle-Tested Approach:

The Commonest Mistake in Responding to Emotions

Difficult Conversations: Why Good Intentions are NOT Enough

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