Crisis Communication for Healthcare Professionals in the Frontline: Communicating to patients and families (Intermediate)

Crisis Communication for Healthcare Professionals in the Frontline: Communicating to patients and families (Intermediate)


Course Overview


This blended learning workshop is designed for healthcare professionals working in the frontline in the Community Care sector.  This course is to equip them with the knowledge and skills to communicate, clearly, confidently and empathetically with patients and families during a crisis.

Learners will be introduced to the key principles of crisis communications and how this impact their communications with patients and families.  It will focus on empathetic communication skills in delivering difficult news and answering challenging questions during a crisis.

The workshop will be a blend of asynchronous and synchronous learning.  The asynchronous self-directed learning will focus on knowledge acquisition while the synchronous learning through a Zoom/video-conferencing workshop will focus on application of skills.

The course is designed with interactive learning activities, including case studies, group discussion, skills practice and role-play practice with simulated patients.



  1. Recognize the challenges of communicating to patients and families during a crisis.
  2. Understand the principles of effective crisis communication to patients and their families
  3. Understand the use of tools such as FAQs and scripts in communicating with patients and families during a crisis.
  4. Understand how to communicate with empathy in healthcare using non-verbal and verbal communication skills
  5. Comprehend how to deliver difficult news with calm and compassion.
  6. Apply empathetic verbal and non-verbal communication skills when communicating difficult news and responding to difficult situations to patients and their family members during a crisis.


Please Note:

A minimum of 75% attendance will be required for you to complete the programme and receive your certificate.

Target Participants

Healthcare Professionals in the frontline – Staff Nurse, Therapists, MSW, Doctors, Inpatient Executives, Clinic Executives

Course Details

Date/ Time

18 May 2021


Kwong Wai Shiu Hospital
705 Serangoon Road
Singapore 328127

Course Trainers

KWSH is delivering the course in partnership with Health Communication Matters.

Ms Ai Ling Sim-Devadas

Director & Consultant, Health Communication Matters

Ai Ling brings more than 20 years of experience in communications with her.  Her expertise is in healthcare communication, patient experience, service excellence, public relations, media relations and corporate communications.  Today, in her role as an independent healthcare communications consultant, she is passionate about helping healthcare and community care organizations define and build their healthcare communications and patient experience strategy and capability.

Previously, Ai Ling had undertaken senior communications responsibilities in Changi General Hospital and Eastern Health Alliance, managing all aspects of communications strategy.  She led the organization’s media relations and was in the forefront of crisis communications management for organizational issues and national emergency exercises.

With an intimate knowledge of the healthcare industry, she understands the issues, challenges and trends and has provided communications counsel to doctors, healthcare professionals and the C-suite.

She believes in being part of the solution to create the patient experience that we desire.  She is a driving force for patient engagement as the Co-Chairperson of SingHealth Patient Advocacy Network, the first-of-its-kind patient advocacy group in Singapore.   She has also been volunteering as a Member of Dover Park Hospice’s Communication and Outreach Committee and as a Board Member of the Ambulance Wish Singapore, a charity for fulfilling last wishes for terminally ill patients.

Ai Ling is a DACE-certified curriculum developer and ACTA-certified trainer.  She is a well-received communications trainer and has developed and delivered numerous workshops for the healthcare and community care sector.  She is also an adjunct trainer with the Institute of Public Relations Singapore and Kwong Wai Shiu Hospital’s Community Training Institute.  She is a member of the Institute of Public Relations Singapore and the Adult Education Network.

Ai Ling holds a Bachelor of Arts from the National University of Singapore and a master’s in international studies from the University of Sydney.

Course Fees: $760.00 (excluding GST)

Prevailing course fee subsidy at 90% for Singaporeans/ PRs and 45% for foreign staff working in eligible community care organizations.

Please register for the course via AIC Learning Management System (LMS 2.0).

Go to the following URL:

Contact us:

(65) 6422-1300