Handling Difficult Conversations & Managing Expectations

This physiotherapy online course,  explores the complexities of managing challenging conversations in clinical practice, a skill essential for patient-centered care. Drawing on real-world examples and case discussions, the course highlights how difficult interactions often stem from unmet expectations, communication barriers, or patient beliefs rather than clinical outcomes. Participants will examine scenarios such as managing unrealistic recovery timelines, addressing cost concerns, responding to questions about pain validity, and navigating cultural or language barriers.

The course introduces evidence-informed strategies, including the SPIKES protocol, to structure and deliver clear, empathetic communication in a wide range of clinical contexts. Emphasis is placed on building rapport, setting realistic expectations, and applying shared decision-making to improve patient adherence, reduce complaints, and strengthen therapeutic alliances. By integrating empathy, active listening, and clear communication frameworks, learners will be able to transform potentially challenging interactions into opportunities for patient empowerment and collaborative care.

About the Musculoskeletal Physiotherapy Program Instructor  

The musculoskeletal physiotherapy program is led by Mustufa Kagdi, MACP, APAM, a highly accomplished Titled APA Musculoskeletal and Sports & Exercise Physiotherapist based in Australia. With nearly two decades of experience and expertise in advanced manual therapy, biomechanics, and pain science, Mustufa has successfully mentored physiotherapists at all levels.

Having completed his Master of Manual and Sports Physiotherapy at the University of South Australia, Mustufa brings a wealth of knowledge about Australian physiotherapy practice and standards. His interactive teaching style and deep understanding of clinical reasoning make this program a must for international physiotherapists aiming to thrive in Australia.