Training as part of Hospice Care Week: ReSPECT Play and Managing Emotional and/or Angry Telephone Conversations

Date: 8 Oct 2026

Speaker: Michelle Buono and Jo Hill, Practice Educators

This course is suitable for:  A role play scenario suitable for health and social care professionals, volunteers, patients,families,carers and the public to understand the benefit of completing a ReSPECT form.

The play highlights the need to ensure conversations are had, before an individual is too unwell or if a situation arises when they are unable to communicate for themselves.

The ReSPECT form is an invaluable part of advance care planning for an individual.

It documents a person’s preferences and wishes of what they want or do not want. If they suddenly become ill or unable to make choices for emergency care and treatment.

It is for anyone with complex health needs, life limiting illness or those who have strong feelings about their treatments and outcomes.

Who is the ReSPECT form for? Choose one of the following:

A) frail person

B) end stage heart failure

C) fit and well person

D) person with dementia

E) all the above

Answer E) all the above

Managing emotional and/or angry telephone conversations training

This course is suitable for:  Anyone who may feel this is beneficial to them

A workshop to offer techniques on how to identify emotional behaviours, triggers for upset people and de-escalating strategies over the phone.

The workshop discusses scenario situations and ways to manage distressed conversations, whilst giving time for you to gather more information, so you may be of assistance, when the individual may feel that no one is listening to them.

The session reflects on what you already know has worked well or not so well, focussing on effective communication and active listening skills.

Venue: The Garden Room, St Nicholas Hospice Care, Hardwick Lane, Bury St Edmunds, IP33 2QY

Course fee: free

Dates and times: The schedule will run as follows;

10.30am – 10.45am – ReSPECT Play

10.45am – 11.30 am – Managing emotional and/or angry telephone conversations

REPEATED

12pm – 12.15pm – ReSPECT Play

12.15 pm – 1pm Managing emotional and/or angry telephone conversations

Book your place: To book your place on this training session please e-mail education@stnh.org.uk