Introduzione
Mastering Difficult Conversations in Healthcare
In today’s complex Healthcare ecosystem, difficult conversations are not an exception — they are part of everyday business. Whether engaging with clients, cross‑functional teams or internal stakeholders, professionals must navigate competing priorities, high expectations and time‑sensitive decisions. When these conversations are not handled effectively, the consequences are immediate: delays, misalignment, frustration, lost business opportunities and increased clinical, operational or compliance‑related risk.
This training provides a practical and strategic approach to mastering difficult conversations that directly influence collaboration, performance, business outcomes and risk reduction. Participants will learn how to recognise what makes a communication “difficult”, how to manage it with clarity and confidence, and how to apply proven frameworks (PACE, LEAD, SPIN) to real‑world Healthcare scenarios — including situations where communication plays a critical role in preventing escalation, supporting sound decision‑making and reducing communication‑related risks.
A dedicated module will focus on measuring the impact of improved communication — including behavioural indicators, business metrics, risk‑related signals and ROI — enabling participants and organisations to track the tangible value of implementing these methodologies.
The course is designed to create immediate behavioural change, offering tools that can be applied the very next day.
To reinforce long‑term impact, the course includes a follow‑up session delivered 45 days after the end of the training. This session gives participants the opportunity to reflect on their real‑world application of the tools, share obstacles and successes, and receive guidance on strategies to overcome challenges while refreshing the core communication principles.
Programme
- What makes a conversation “difficult” in Healthcare business environments
- Using structured conversations to prevent misalignment, escalation and communication‑related risks
- The anatomy of difficult conversations: interests, constraints, expectations
- Your role in the problem and in the solution: awareness, posture, responsibility
- Framework 1: PACE for managing difficult conversations with clients and stakeholders
- Framework 2: LEAD for strategic alignment and cross‑functional collaboration
- Framework 3: SPIN for exploring needs and managing objections
- Techniques for clarity, assertiveness, and influence
- Structured follow‑up: who does what, by when
- Measuring impact & ROI:
- behavioural indicators of successful communication
- business metrics (efficiency, alignment, stakeholder satisfaction, complaints reduction)
- how to track progress over 30–90 days
- building a simple ROI narrative for your organisation
- Building a 30‑day action plan to consolidate learning and drive change
- Practical exercises, simulations, and real‑case discussions throughout the course
Professionals working in the European Pharma, Biotech, and Medical Device sectors who engage in complex internal or external communication, including:
- Key Account Managers
- Medical Affairs & MSLs
- Market Access & HEOR
- Commercial & Business Development
- Clinical Operations & Project Leads
- Regulatory, Quality, Pharmacovigilance
- Cross‑functional team members involved in stakeholder communication
Participant experience:
No specific prior training is required.
The course is ideal for professionals with experience in cross‑functional collaboration, customer engagement, or project management who want to strengthen their communication effectiveness in challenging situations.
The course is highly interactive and practice-oriented, combining short theoretical inputs with real-world case studies from Pharma and MedTech, guided exercises, simulations, and peer discussion.
Participants will work with practical tools, templates, and checklists, and develop a concrete action plan to apply the learning immediately in their professional context.
Docente/i
Manuela Marini
Manuela Marini is an international trainer, coach, and learning architect specialising in communication, soft skills, and clinical education for MedTech, Pharma, and healthcare organisations. With over 20 years of experience designing and delivering training programmes — including senior roles within corporate environments across EMEA — she brings a deep understanding of how organisations operate, collaborate, and drive performance. Having worked across local, regional and international organisations, she combines strategic clarity with strong self‑awareness and a grounded, relational approach to leadership and coaching. Her expertise in communication is strengthened by years of training teams across the region, and she brings a strong command of sales methodologies (including needs‑based and consultative approaches), which she integrates seamlessly into communication and stakeholder engagement.
She supports senior professionals and cross‑functional teams in transforming complex expertise into clear, compelling and compliant communication that drives both strategic alignment and real‑world impact. Her approach blends evidence‑based methods with experiential learning, enabling participants to navigate challenging conversations, strengthen stakeholder engagement and elevate the quality of clinical and educational initiatives.
Online Training – 3 modules
MODULE 1 | 20 October 2026 from h.02:00 to h.06:00 pm CET
MODULE 2 | 22 October 2026 from h.02:00 to h.05:00 pm CET
MODULE 3 | 27 October 2026 from h.02:00 to h.05:00 pm CET
After the registration, you will receive all details about the connection.
The course will proceed with a minimum number of participants. Should this number not be reached the registered participants will be notified one week prior to the commencement of the course.
Early Bird: € 980,00* (until 29 September 2026)
Ordinary: € 1.260,00*
Freelance – Individual – Academy – Public Administration: € 690,00*
* for Italian companies: +22% VAT
The fee includes: tuitions, organizational office assistance, teaching materials and attendance certificate that will be sent after the training via e-mail.
Newsletter
Cosa saprai fare dopo il corso
Online interactive training on Zoom platform.
LS Academy will provide the access link to the virtual platform a few days before the training.