Manager Workshop: Communicating to patients and families during a crisis (Intermediate)

Manager Workshop: Communicating to patients and families during a crisis (Intermediate)


Course Overview


This blended learning workshop is designed for Managers, Assistant Managers and Team Leaders in the Community Care sector who have to lead their teams to communicate with patients and their families.  Through this course, they will be introduced to the principles of crisis communication, learn the crisis communication process in the organization and the tools  and skills needed for communicating with patients and families during a crisis.  The course will also focus on empathetic communication skills in delivering difficult news and answering challenging questions during a crisis.   As managers or team leaders,  learners will learn the tools and skills they need to prepare their staff to manage difficult situations with patients and families 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. Explain the communication process during a crisis and how to manage communications to your stakeholders.
  4. Understand the tools and skills needed to prepare your team to manage difficult situations with patients and families during a crisis
  5. Understand the use of tools such as FAQs and scripts to support your communication plan.
  6. Develop communication materials (eg. FAQs and scripts) for patients and families which are clear, confident and compassionate, and in accordance with your organizational requirement and key message for this crisis.
  7. Comprehend how to deliver difficult news with calm and compassion.
  8. 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

Managers, Assistant Managers and Team Leaders managing frontline teams in the Community Care sector.

Course Details

Date/ Time

29 March 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