As hospice and palliative care professionals, difficult conversations are part of our daily life. We hold space for suffering, deliver life-altering news, navigate ethical dilemmas, mediate team conflict, and lead change that isn’t always welcomed. These moments require skill, self-awareness, empathy, and quite a bit of courage. This session explores the art and science of courageous conversations: what to say, how to say it, and how to stay grounded before, during, and after the conversation. Participants will learn practical, evidence-based techniques for both clinical and leadership contexts that enhance clarity and compassion, including body language, tone, pacing, and the power of silence. We’ll explore empathic responses that validate and normalize emotion, as well as structured frameworks such as SPIKES, VALUE, and the “Three W’s”. Together, we’ll consider what it truly means to prepare for these moments: creating the right environment, clarifying the purpose, anticipating emotion, and understanding our own biases and values. We’ll also discuss how to recover and reflect after difficult conversations in ways that support both resilience and ongoing growth. Whether at the bedside, in a team meeting, or at home, these tools foster communication that is intentional, skillful, and deeply human.

Learning Outcomes

Demonstrate key verbal and nonverbal techniques that foster empathy, clarity, and trust during difficult conversations.   Apply structured communication frameworks (SPIKES, VALUE, and the “Three W’s”) to clinical situations.   Identify strategies to intentionally prepare for and debrief after difficult conversations to reduce emotional fatigue and enhance professional resilience.