By the end of this interactive webinar, participants will feel more confident navigating challenging conversations with patients and colleagues. The session equips attendees with practical, trauma-informed and culturally sensitive communication strategies to respond with empathy while managing conflict and distress. Through the use of structured frameworks and active listening techniques, participants will learn how to set clear professional boundaries, maintain safety, and raise concerns assertively using appropriate escalation pathways. The webinar also focuses on recognising and managing personal emotional responses to reduce stress and prevent burnout, with real-life scenarios woven throughout to build confidence, professionalism, and resilience in everyday practice.