Background Communication in palliative care requires an intrinsically empathetic approach. Good communication is known to improve psychological wellbeing, strengthen relationships and increase satisfaction with care (Saretta, Doñate-Martínez, Alhambra-Borrás. Patient Educ Couns. 2022;105(8): 2671–2682). However, it is also known that people can find communicating with dying people challenging, particularly emotional or sensitive topics (Bergenholtz, Missel, Timm. BMC Palliat Care. 2020;19(1):168). This research evidences the need for ensuring quality learning on communication and interpersonal skills for staff and volunteers.

Aim To develop a bespoke communication and interpersonal skills workshop to support staff and volunteers.

Method The Learning Team took an approach that incorporated our hospice values, was centred around our hospice brand, and allowed for the development of the knowledge, skills, and attitudes required for person-centred communication. To achieve this, we developed the SNOWDROP mnemonic which incorporated the elements of effective communication, including the need for active listening, knowing oneself, and valuing others. We formulated a flexible, active learning approach incorporating role play as a means of prompting reflection. To ensure ‘buy in’ from teams, the framework was shared with staff across the hospice and feedback used to revise the format. The flexible nature of the workshop allows us to deliver ‘bespoke’ sessions based on the needs of the participants, promoting person-centred learning.

Results We delivered two sessions, demonstrating a deficit method to communication through role play. Using this error-based learning approach, encouraging attendees to deconstruct the role play, attendees were better able to reflect on their own interactions. This was contrasted with an empathetic role play. The session also promoted selfcare and techniques to incorporate mindfulness into everyday situations, which aids metacognitive thinking. In feedback this was highly valued.

Conclusion This is an ongoing project. Next steps are to promote this learning opportunity for all our staff.