How to handle difficult conversations training for NQSWs

Part of BASW's 2025-26 NQSW CPD Programme

Delivered by BASW’s accredited training partner DCC-i via MS Teams.

How to Handle Difficult Conversations Training for Students / NQSWs supports the Following National Requirements:

England: PCF1 – Professionalism / PCF6 – Critical Reflection / Adult PQS3 – Person-Centred Practice /Adult PQS7 – Direct work, Children’s PQS1-Relationships and direct work / Children’s PQS2 – Communication.

Scotland: CLE2 – Communication, engagement and relationship-based professional practice CLE5 – Working with complexity in unpredictable and ambiguous contexts, CLE7 – Self-Awareness and Reflexivity.

Wales and Northern Ireland: NOS2 – Practise Professional Social Work, NOS3 – Promote Engagement and Participation

Course Outline:

Even the most experienced social workers can struggle with broaching sensitive topics, whether with service users or colleagues. The morning of this workshop will provide you practical skills in introducing yourself and explaining your role to service users and professionals, providing guidance on how to prepare for difficult conversations. This includes revisiting key areas such as listening skills, empathy, professional curiosity, understanding the positions of the service user, being able to communicate difficult messages and rolling with resistance.

We often think that talking to other professionals will be easier than talking to service users, however different priorities, approaches and perspectives can cause tensions with other professionals and these conversations can be equally challenging, particularly as a student where there may feel like there is a significant power differential between you and another professional. Building on the morning content, the afternoon session looks at the skills needed to give service users and/or their family a decision or outcome that they don’t want to hear, and how to try and maintain a positive working relationship with them despite this difficulty. The session also looks at what to do if a conversation doesn’t go as planned and/or the person becomes distressed, agitated or aggressive, covering basic de-escalation techniques and how to keep yourself and others safe.

Learning Methods:

This training is delivered using an online interactive classroom approach and all delegates will be expected to take part to ensure an effective adult learning experience. Using whiteboards and breakout rooms, a combination of learning methods will be used throughout the day, including trainer presentation and group work in the form of case studies and reflection dilemmas to support application to practice. Local templates and expectations will be embedded in the programme where required and appropriate.

Learning Outcomes:

This course will provide participants with the following learning outcomes:

- Be able to confidently explain what your role is, the limitation and powers you have, the statutory basis for your intervention and the rights and choices of the individual, and do so in accessible, professional and empathetic way. - The skills and guidance to engage with service users and professionals who may not welcome your intervention or agree with your approach. - The skill to hear the service users voice and respond to their needs whilst still carrying out your role and considering risk and safeguarding responsibilities - Be able to have challenging conversations with other professionals. - Know how to plan for giving someone a decision or outcome they don’t want, and how to maintain relationships afterwards. - Knowing how to respond if conflict arises from the difficult conversation. - Understanding of techniques which can be used if conversations don’t go to plan including de-escalation techniques. - Understand how to keep yourself and others safe. - Know how to debrief and learn from challenging experiences.

Programme Outline: 9.00 Log-in – Check your connection, camera & mic (then get a cuppa) 9.30 Introduction to the session and the tech 9.40 What are the basics and how can we apply them appropriately?

Active listening, empathy and professional curiosity Explaining your role, statutory duties and responsibilities. Explaining a service users rights and choices – including complaints procedures and advocacy. Considering diversity, communication needs and styles. Hearing the voice of the service user and their family Working in Partnership with other professionals. 11.10 COFFEE 11.30 How do we manage difficult conversations and resistance?

Understanding the service user/professional position – using the cycle of change. Using Motivational Interviewing techniques such as permission-seeking, decisional balance, menu’s of options and Rolling with resistance. Agreeing a way forward – Coordinated Management of Meaning. 1.00 LUNCH

1.45 How can we maximise a difficult conversation going well?

Prepping yourself Prepping the service user / family. Prepping other services Being clear on what the decision is and the rationale. Considering the best form of communication for the circumstances and for that particular person from what you know. Being able to stay on topic. Giving the person choices where you can, reminding them of their rights in terms of appear, complaints, advocacy, legal advice. 3.00 COFFEE 3.20 What do we do if it doesn’t go according to plan?

Using de-escalation techniques. Having a safety plan. Using support of others. Debriefing and learning. Renewing and repairing the working relationship. 4.15 Reflection and Review – learning points and next steps 4.30 CLOSE

The Trainer:

Tony Clamp, Specialist Trainer (Motivational Interviewing)

Tony is an Social Work England registered Social Worker with 25 years experience in both the voluntary & statutory sectors of social care.

​Since qualifying as a Social Worker, Tony has held academic positions at a number of British universities, as well as spending time as a children's social care practitioner.

Tony is an experienced motivational interviewing practitioner and trainer. ​As one of DCC-i's core crew, Tony specialises in Motivational Interviewing and its application in practice as a means to improve the quality of child & family safeguarding.

Discounted corporate multi booking rates are available, contact ProfDE@basw.co.uk for details