Practice Tools for Compassionate Conversations
This free eLearning course offers evidence-based tools to help you support residents, families, colleagues and yourself during difficult conversations and moments of distress.
Through realistic scenarios and interactive learning, the course introduces compassionate communication strategies that can help strengthen relationships, reduce conflict, and support more positive care experiences in long?term care settings.
Who This Course is For
This course is designed for students and team members in long–term care, including:
- Personal Support Workers (PSWs)
- Registered Practical Nurses (RPNs)
- Registered Nurses (RNs)
What You’ll Learn
By completing this course, learners will be able to:
- Practice approaches to help you prepare for compassionate conversations with family members experiencing distress
- Explore how grief and loss can influence a family member’s emotions and reactions
- Learn how to use the ARC (Acknowledge, Reassure and Clarify) communication tool
- Reflect on conversations to better understand concerns that may be contributing to distress
- Practice using the SBAR (Situation, Background, Action/Assessment and Recommendation/Request) communication framework to support team communication
What to Expect
This engaging, self-paced eLearning experience includes:
- Video-based case studies grounded in real-world long?term care scenarios
- Interactive, game-based learning activities
- Practical exercises designed to support transfer of learning into daily practice
- Reflective opportunities to build self-awareness and communication confidence
The tools and strategies shared in this course are designed to support more compassionate, confident, and collaborative care interactions.
Course Structure
This course is organized into the following topics:
- Understanding Family Distress
- The impact of grief, loss, and stress on families
- Recognizing emotional responses and triggers
- Preparing for Compassionate Conversations
- Self-awareness and emotional readiness
- Creating supportive conditions for dialogue
- Communication Tools for Practice
- Applying ARC in emotionally charged situations
- Using SBAR to support clear and consistent team communication
- Reflection and Application
- Learning from real-world scenarios
- Strategies for continuous improvement in communication
Learning Experience & Assessment
| Format | Self-paced eLearning |
| Estimated Learning Time | ~2 hours |
| Assessment | Knowledge checks and interactive activities |
| Recognition | Earn a micro-credential badge upon completion |
Why This Course Matters
Learners will leave with practical tools and shared language that support:
- Stronger relationships with families and residents
- Increased confidence in navigating difficult conversations
- Reduced misunderstandings and conflict
- Improved teamwork and communication across care teams
- More compassionate, person-centred care experiences
Register today to strengthen your skills in compassionate communication and improve care experience for residents and families.
Find out more about how Team Essentials was developed: Watch the Video
Developed by
Team Essentials was developed by Faith Boutcher, David Conn, Daniel Galessiere, Shoshana Helfenbaum, Raquel Meyer, Derek Redmond, Jennifer Reguindin, Melissa Tafler, Joyce Tsui.
