Personal and Professional Skills / Development

NHS Elect is a national member network organisation that has been providing NHS organisations with high-quality support and training since 2002.

Hosted by Imperial College Healthcare NHS Trust, they are part of the NHS and work regularly with NHS England and NHS Improvement, social care and local government, and other national bodies. This gives an in-depth understanding of emerging healthcare policy and best practice from across the UK, which they use to support work with their members.

There are a range of live webinars, on demand courses and learning recourses for you to access.

You can register on the NHS Elect website.

We are pleased to offer our events virtually online, allowing you to attend safely from your workplace or home. Conferences and masterclasses include a combination of live webcam presentations, training materials, video presentations and interactive exercises.

​All you need is a quiet space, a good internet connection and PC or laptop with camera and microphone to allow you to see, hear and speak to the facilitator and other delegates. We will provide full instructions for accessing the platform along with login details. ​

• Handouts: You will be provided with 3-months online access to workshop materials, case studies and activities, along with supporting background resources, videos and reading. ​
• Q&A: Interaction is encouraged, you can ask questions as you would at a face to face meeting, there are breakout sessions for group discussion and polling to share experience and opinions.  ​
• Breaks: There are breaks in our programmes including time for lunch and networking.​
• CPD: Certified by the CPD Certification Service you will be emailed a framework for reflection pre-event  and a certificate post event.

This is available for Nurses, Midwives, AHPs, Nursing Associates.

Please email CPD@bedsft.nhs.uk with your course choice and date to enrol.

Assertive people perform better. They have the confidence to move projects and tasks forward by making timely, logical decisions based on mutually beneficial outcomes. Hamilton Mercer’s Methodologies™ help people develop assertiveness skills that improve performance and relationships with colleagues and patients.

Course content

Upon completing this course learners will be able to:

• Communicate with confidence, clarity and certainty.
• Establish healthy boundaries and have the confidence to say no to requests.
• Persuade and influence others in a fair-minded way, to achieve ‘win-win’ outcomes.
• Apply the correct level of assertion when resolving discrepancies, managing conflict and dealing with manipulative people.
• Reveal the consequences of a person’s unwanted/inappropriate actions in an – empathetic and non-threatening manner.

Target audience

People of all experience levels and seniority who want to improve personal performance, well-being and work/life balance.

Course delivery

Face to face and virtual sessions are available.

Pre-course requirements

You must book with CPD and be 100% compliant with statutory mandatory training. You must also have study leave approved and protected.

Course dates

New dates coming soon

Booking instructions

Please email your interest to CPD@bedsft.nhs.uk

It’s not just what you say, but how you say it too. Effective communicators are keenly aware of this and are skilled in both verbal and non-verbal techniques. Hamilton Mercer’s Methodologies™ teach powerful techniques to help people raise their self-awareness, project natural confidence and positively influence others.

Course content

Upon completing this course learners will be able to:

• Present information in a clear, concise and influential manner.
• Confidently introduce themselves and sustain conversations with new people.
• Listen and question empathetically to understand the needs of others.
• Select the correct degree of assertion when giving feedback.
• Summarise plans and next steps for each participant in a conversation.

Target audience

This course is targeted at people of all experience levels and seniority who want to improve their self-awareness, communication skills and influence when interacting with people at all levels.

Course delivery

Face to face and virtual sessions available.

Pre-course requirements

You must book with CPD and be 100% compliant with statutory mandatory training. Must have study leave approved and protected.

Course dates

New dates coming soon

Booking instructions

Please email your interest to CPD@bedsft.nhs.uk

Resolving conflict is about more than discussing facts – views and feelings must be valued, too. Remember: ‘The patient’s perception is their reality’. Hamilton Mercer’s Delegation Methodologies™ help people remain calm, empathetic and responsive during difficult interactions so they can arrive at favourable outcomes.

Course content

Upon completing this course learners will be able to:

• Develop self-awareness and resilience, and not feel personally attacked.
• Quickly establish the root cause of issues and the desired outcomes of customers.
• Demonstrate genuine empathy, to help defuse conflict, build trust, and identify appropriate solutions.
• Structure difficult conversations to keep them relevant and timely.
• Assert themselves appropriately, to confront unacceptable / manipulative behaviours.

Target audience

People of all experience levels and seniority who have challenging interactions with external customers (clients / suppliers) and internal customers (colleagues / contractors) across all communications channels – face to face, telephone and written.

Course delivery

This course will be delivered face to face.

Pre-course requirements

You must book with CPD and be 100% compliant with statutory mandatory training. Must have study leave approved and protected.

Course dates

New dates coming soon

Booking instructions

Please email your interest to CPD@bedsft.nhs.uk

When we are efficient with our time, we get more done and improve the quality of our work. This results in a better work/life balance and improved wellbeing. Hamilton Mercer’s Methodologies™ help people get organised, remain focused, boost productivity, optimise efficiency and meet important deadlines.

Course content

Upon completing this course learners will be able to:

• Set achievable goals and pinpoint opportunities for optimising work schedules.
• Prioritise tasks based on their ‘importance’, ‘urgency’ and ‘significance’.
• Manage a variety of ‘planned’ and ‘unplanned’ tasks.
• Remain focused in office and hybrid working environments.
• Quickly assess the suitability of ad-hoc requests and manage expectations assertively.

Target audience

People of all experience levels and seniority who want to improve personal performance, well-being and work/life balance.

Course delivery

This course will be delivered face to face and virtually.

Pre-course requirements

You must book with CPD and be 100% compliant with statutory mandatory training. You must also have study leave approved and protected.

Course dates

New dates coming soon

Booking instructions

Please email your interest to CPD@bedsft.nhs.uk

With nearly half of all UK adults exhibiting one or more characteristics of vulnerability, representatives must skilfully navigate conversations with patients facing financial, emotional, health, or other challenges.
Hamilton Mercer’s Service Methodologies™ equip representatives with the practical skills and confidence to adopt a respectful, solution-oriented, and inclusive approach when assisting vulnerable patients.

Course content

Upon completing this course learners will be able to:
•
Recognise and respond to vulnerability by identifying signs, risk factors, and using inclusive communication.
•
Engage in compassionate conversations with structured dialogue, sensitive questioning, and adaptive communication.
•
Manage challenging interactions with de-escalation, problem-solving, and signposting support.
•
Ensure ethical and compliant handling of confidentiality, permissions, and documentation.
•
Promote inclusivity and support by embedding best practices and a compassionate service approach.

Performance outcomes include:
•
Increased confidence, boosting morale and ensuring best practices are consistently followed.
•
A reduction in unnecessary escalations to managers.
•
Being viewed by patients as a responsible, compassionate and inclusive organisation.
•
Greater assurance that regulatory obligations are met.
•
Ethical handling of sensitive patient situations, reducing regulatory risks.

Target audience

People of all experience levels and seniority who interact with vulnerable patients across various communication channels; face to face, telephone, and written (email, live chat, and social media).

Course delivery

This course is currently delivered virtually.

Pre-course requirements

You must book with CPD and be 100% compliant with statutory mandatory training. You must also have study leave approved and protected.

Course dates

Booking instructions

Please email your interest to CPD@bedsft.nhs.uk

According to anger management statistics, 64% of people believe society is becoming angrier, expressing growing concern about rising anger levels in communities.
Dealing with aggressive individuals in the workplace can be stressful and even dangerous.

Course content

Upon completing this course learners will be able to:
•
Identify aggressive behaviours, triggers, and warning signs.
•
Apply de-escalation and conflict resolution techniques.
•
Use verbal and non-verbal strategies to reduce aggression.
•
Maintain emotional control and set professional boundaries.
•
Ensure personal safety and follow legal policies.

PPerformance outcomes include:
•
Increased confidence in handling aggression.
•
Reduced workplace incidents and violence.
•
Improved safety for staff and patients.
•
Lower stress and better conflict resolution.
•
A safer, more respectful workplace culture.

Target audience

People of all experience levels and seniority who interact with aggressive patients across various communication channels; face to face, telephone, and written (email, live chat, and social media).

Course delivery

This course is currently delivered virtually.

Pre-course requirements

You must book with CPD and be 100% compliant with statutory mandatory training. You must also have study leave approved and protected.

Course dates

Booking instructions

Please email your interest to CPD@bedsft.nhs.uk