Communication Under Pressure: Self-Assessment and De-escalation presented by Pharmacists Mutual

Program Details

High-stress conversations – whether with patients, families, or colleagues – can impact relationships, outcomes, and risk. This course equips participants with evidence-based communication strategies and emotional intelligence tools to de-escalate conflict and navigate challenging interactions with clarity and empathy. Strengthen your ability to respond under pressure with practical skills that protect both people and practice. Upon successful completion of this knowledge-based CPE course, learners should be able to:

1. Identify common high-risk interaction scenarios that present in coordination with patients and/or colleagues.
2. Identify and assess key components of your emotional intelligence to recognize how your emotions influence communication under pressure.
3. Define clear communication goals and desired outcomes before engaging in difficult or emotionally charged discussions.
4. Implement effective de-escalation strategies that align with your communication objectives while maintaining emotional composure and empathy.
5. Discuss how documentation of challenging interactions may assist in mitigating risk as it relates to professional liability or employee-related liability claims.