Class 201: The Art of Difficult Conversations

Mastering High-Stakes Interactions with Patients, Families, and Teams

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Instructor

Moath Naser

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Course details

Level : Intermediate

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The easy conversations are over. Now it is time to master the ones that define your career. The Art of Difficult Conversations consolidates advanced training from Stanford Medicine, the University of Utah, and global patient safety frameworks into one intensive intermediate program. This class prepares you for the moments when the diagnosis is devastating, the family is angry, an error has occurred, or the patient cannot communicate in a standard way. You will learn to break bad news with compassion using the SPIKES protocol, disclose errors with integrity using the 5 Rs framework, de-escalate conflict, and communicate effectively across cultural and cognitive divides. Through high-fidelity simulation scenarios and small-group practice, you will build the muscle memory to remain calm, clear, and connected when it matters most.

Course preview description
“There’s no easy way to say this…” Actually, there is. This class replaces dread with competence. Learn the exact language to use when delivering life-altering news. Discover why a genuine apology after an error reduces litigation risk while honoring your professional integrity. Master the graded assertiveness techniques that allow you to speak up to intimidating colleagues without burning bridges. If you want to be the clinician everyone trusts when things go wrong—the one they call when the news is bad, the situation is complex, or the family is in crisis—this class is for you.

Are the live simulation sessions mandatory?

A: Yes. The simulations with trained actors and expert facilitators are the heart of this class. Research consistently shows that high-stakes communication skills cannot be mastered through reading or lectures alone. Recorded sessions are available only for documented extenuating circumstances.

I'm worried I might become emotional during the simulations. Is that okay?

A: Absolutely. This work touches the deepest aspects of patient care and our own humanity. Our facilitators are trained to create psychologically safe environments, and emotional responses are honored as part of the learning process. Debriefing and self-care strategies are integrated throughout.

Does this class cover legal aspects of error disclosure?

A: Yes, we cover the evidence-based principles of disclosure and apology. However, specific regulations vary by jurisdiction. We strongly recommend consulting your institution's risk management department and local laws for situation-specific guidance.

Trigger Warning: This class involves simulated and case-based discussions of terminal illness, medical error, patient death, discrimination, and other potentially distressing topics. Participants are encouraged to engage with institutional support resources and may opt out of specific exercises with advance notice to facilitators. All simulation sessions are confidential and governed by a group learning agreement.

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Course requirements

Completion of Class 101: The Healing Connection (or demonstrated equivalent foundational training)
Current clinical practice in a patient-facing role
Access to a computer with webcam and stable high-speed internet
Ability to attend live small-group simulation sessions (scheduled in advance)
Willingness to engage with emotionally challenging scenarios
4-5 hours per week for 8 weeks
A private space for participating in sensitive discussions

Intended audience

Practicing physicians across all specialties
Registered nurses and nurse practitioners
Midwives and women's health professionals
Physician Assistants
Clinical social workers and patient advocates
Emergency medical services personnel
Palliative care and oncology teams
Risk management and patient safety professionals

Class 201: The Art of Difficult Conversations

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