1. Watch the recorded webinar below from start to finish.
2. To claim your hours, click on the claim a certificate button. This will send you a quick quiz about the webinar, once answered a certificate will be generated for you.
DR LUCY O’HAGAN, General Practitioner / Rata Hauora, Medical Educator, Writer
Clear, empathetic communication and self-awareness are essential in healthcare when facing emotionally charged situations. This webinar will equip you with practical skills for handling anger, responding effectively to complaints, and delivering bad news with compassion and professionalism. Through real-world examples and evidence-based strategies, you will learn how to handle your own responses, de-escalate tense interactions, maintain trust, and ensure patients, whanau, and colleagues feel heard and respected. Whether you work in primary care, aged residential care, hospitals, or community settings, these skills will help you navigate difficult conversations while preserving relationships and supporting positive outcomes.
Lucy has been involved in teaching GP registrars for over 25 years. In the last 4 years she has worked for the RNZCGP leading a team of educators involved in creating webinars, resources and workshops around communication and consultation skills. She has also worked supporting registrars struggling with communication skills, clinical reasoning, uncertainty and complexity. Lucy has written a column for NZ Doctor magazine for nearly a decade, recorded a set of stories in 2024 written during the pandemic titled ‘Waiting for Covid’, and has authored a book ‘Everything but the Medicine’ that was published in September 2025.