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“I don’t know what to say…”

St Christopher's CARE


1 day
16 Nov, 2021
Online learning
All prices include VAT

Useful information

"If you have ever been lost for words, this course is for you -basic communication skills for frontline staff."

Course delegate

An introductory study day on communication skills for front line support staff

Being in the frontline can be tough. Dealing with a range of demands can throw one off-balance and unexpected telephone calls or meetings in corridors can lead to awkward situations and not knowing what to say.

During this study day we will explore the basics of good communication skills and ways of responding to people who may be distressed, confused or angry. It is for non-clinical support staff such as secretarial, clerical or administrative personnel, domestic and catering staff, porters and maintenance staff from hospitals, hospices, care homes or local authorities.

This study day will include a mixture of discussion, practical activities and direct teaching. It will enable participants to learn different responses, as well as try out and develop skills that will build their confidence. Participants will develop and acquire proficiency in positively and openly reacting to situations when they arise in the workplace.

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  • What will I learn?

    Topics will include:

    • Strategies when you ‘don’t know what to say’
    • Handling emotional states
    • Managing difficult telephone conversations
    • Awkward questions
  • Who is it for?

    • Non-clinical support staff
    • Secretarial, clerical or administrative personnel
    • Domestic and catering staff
    • Porters and maintenance staff
    • Non-clinical staff from hospitals, hospices, nursing homes or social services

More information


If you have any questions about this or any of our other courses, please contact the Education team who will be happy to help

020 8768 4656

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    020 8768 4656

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Learning at St Christopher’s

St Christopher's Education
Our programme

Why our education programme?

We have a well-established programme of high quality, cutting-edge, specialist palliative care education, designed for those working in the UK and internationally.
Studying here

Why St Christopher's?

Education is at the heart of St Christopher’s mission to promote and provide hospice care of the highest standards.
How we educate

Why our way of learning

Including the Namaste toolkit

Library and bookshop
Containing material on all aspects of palliative care, death and bereavement

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More about St Christopher's education

St Christopher’s Education Centre and VAT charges

At St Christopher's, a registered charity, it is important for us to maximise any surpluses to reinvest in the objectives of the charity.

Unfortunately, the manner in which we undertake our training currently means we are not able to invest as much of our surplus as possible, therefore from the 1 December 2017, St Christopher’s Education Centre will charge VAT at the standard rate on our training courses, the reason for this change in pricing is twofold:

i) We want to be able to reinvest any surpluses made from training back into all of our charitable objectives rather than only Education

ii) We want to be able to reclaim the VAT on costs relating to developing and running the training courses