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Navigating Difficult Conversations With Confidence
Activity description
These materials are only for learners who have completed the on-demand module in MyLearning, and you must be logged in before claiming credit. Employees of UnitedHealth Group, UnitedHealthcare, and Optum should log in using their MSID (standard work credentials).
Difficult conversations are a common and often emotionally charged part of health care interactions, particularly when discussing complex topics such as coverage decisions, prior authorization and system navigation. This activity will explore what makes conversations difficult and examine common emotional responses that can derail productive dialogue. Learners will be introduced to self‑management principles and a practical communication framework — LEAP (Listen, Empathize, Add context, Provide closure) — to help them approach challenging conversations with confidence and clarity. Through scenario‑based learning and applied practice, participants will gain insight into managing emotions, demonstrating empathy and communicating accurate information in a respectful and effective manner.
This activity is designed to meet the educational needs of nurse practitioners, nurses, pharmacists, pharmacy technicians, PAs, physicians, psychologists, social workers and other health care professionals.
At the end of this educational activity, participants should be able to:
- Apply self‑management principles to regulate emotions, remain respectful and demonstrate curiosity during challenging conversations.
- Implement the LEAP communication framework (Listen, Empathize, Add context, Provide closure) to guide difficult conversations in a structured, empathetic and goal‑oriented manner.
- Evaluate communication responses in a scenario‑based interaction to determine which approaches most effectively build trust, convey accurate information and support constructive dialogue.
Provided by
This activity is jointly provided by Optum Health Education and UnitedHealth Group.
Commercial support
There was no commercial support received for this activity.
Additional Information
| Attachment | Size |
|---|---|
 Click here to view the downloadable resource. | 66.9 KB |
Planners
Christianah Adeniyi, RN, BSN, MBA
Inpatient Care Manager, Enterprise Clinical Services
Optum
Elizabeth Albert, MD
Clinical Planner
Optum Health Education, UHG Medical Affairs
Jessica Boatrite, RN
Advocate 4 Me Nurse, Care & Disease Management Call Center, Enterprise Clinical Services
Optum
Judy C. Bronson, Ph.D
Licensed Psychologist
Psychologist Peer Review National Director
Optum
TaVierre Freeman, RN
Inpatient Care Manager, Enterprise Clinical Services
Optum
Miranda Lange, JD
Deputy General Counsel
Optum Care & UHG Medical Affairs
Carrie Mullin, MBA
Healthcare Optimization & Strategy Director
UHG Medical Affairs
Alane Murphy, RN, BSN
IQCER Manager, Inpatient Care Management, Enterprise Clinical Services
Optum
Jaime Murrillo, MD, FASE, FACC, FAHA SVP & CMO
UHG Medical Affairs
Kristi Nokken, MA
People Development Director
UHG Medical Affairs
Jen Rogers, RN, BSN, MPM, MHP
Senior Director, Healthcare Optimization & Strategy
UHG Medical Affairs
Denise Robinson, MBA
Healthcare Optimization & Strategy Project Manager
UHG Medical Affairs
Rick Rotzien
Healthcare Optimization & Strategy Director
UHG Medical Affairs
Mara Rubin, MHS
Chief of Strategy
UHG Medical Affairs
Brittany Tutuska, RN, BSN
Advocate 4 Me Nurse, Care & Disease Management Call Center, Enterprise Clinical Services
Optum
Alexander Vance, M.S.
Director, Enterprise Talent Development and Learning
UnitedHealth Group
Amy Washburn, MSN, BSN, RN
Advocate 4 Me Nurse, Care & Disease Management Call Center, Enterprise Clinical Services
Optum
Margaret-Mary Wilson, MD, MBA, MRCP, FNMCP
Chief Medical Officer & Executive Vice President
UnitedHealth Group
Disclosures of relevant financial relationships
In accordance with the Accreditation Council for Continuing Medical Education's (ACCME) Standards for Integrity and Independence in Accredited Continuing Education, Optum Health Education (OHE) requires all those in control of educational content to disclose their financial relationships with ineligible companies within the prior 24 months. Ineligible companies are defined by the ACCME as companies whose primary business is producing, marketing, selling, re-selling, or distributing health care products used by or on patients. Individuals must disclose all financial relationships, regardless of the amount, with ineligible companies and regardless of their view of the relevance of the relationship to the education. OHE ensures that the content is independent of commercial bias.
The planners have no financial relationships to disclose.
Method for calculating CE credit
CE credit was calculated by the complexity of content.
Accreditation statement
Credit designation statements
This activity was planned by and for the health care team, and learners will receive 1.00 Interprofessional Continuing Education (IPCE) credit for learning and change.
Nurses
The participant will be awarded up to 1.00 contact hour of credit for attendance and completion of supplemental materials.
Nurse practitioners
The American Academy of Nurse Practitioners Certification Program (AANPCP) accepts credit from organizations accredited by the ACCME and ANCC.
Pharmacists/Pharmacy technicians
This activity is approved for 1.00 contact hours ([1.00] CEU) in states that recognize ACPE.
Attending the full program will earn 1.00 contact hours.
Unique Activity Number(s): JA0007123-9999-26-009-H99-P/T
Physicians
Optum Health Education designates this enduring activity for a maximum of 1.00 AMA PRA Category 1 Credit™. Physicians should claim only the credit commensurate with the extent of their participation in the activity.
PAs
The American Academy of Physician Assistants (AAPA) accepts credit from organizations accredited by the ACCME.
Psychologists
Optum Health Education is approved by the American Psychological Association (APA) to offer continuing education for psychologists. Optum Health Education maintains responsibility for this program. 1.00 CE hour.
Social workers
As a Jointly Accredited Organization, Optum Health Education is approved to offer social work continuing education by the Association of Social Work Boards (ASWB) Approved Continuing Education (ACE) program. Organizations, not individual courses, are approved under this program. State and provincial regulatory boards have the final authority to determine whether an individual course may be accepted for continuing education credit. Optum Health Education maintains responsibility for this course. Social workers completing this course receive 1.00 enduring continuing education credits.
Counselors and/or marriage and family therapists
CA: The Board of Behavioral Sciences has deferred CE course approvals to APA and ASWB for its licensees. See those approvals under Psychologists and Social Workers.
Other States: If your state is not specifically listed, nearly all state Counselor and MFT boards accept either APA or ASWB approval, or are reciprocal with other state licensing board approvals. Check with your board to be sure.
Attendance
A certificate of attendance will be provided to learners upon completion of activity requirements, enabling participants to register with licensing boards or associations that have not been pre-approved for credits. To apply for credit types not listed above, participants should use the procedure established by the specific organization with which they wish to obtain credit.
Available Credit
- 1.00 ACPE - Pharmacists
- 1.00 ACPE - Pharmacy Technicians
- 1.00 AMA - Physicians
- 1.00 ANCC - Nurses
- 1.00 APA - Psychologists
- 1.00 Attendance - General Attendance
You must be logged into your account to participate in this activity. Get started by completing the “Evaluation”; then follow the prompts at the bottom of the screen. At the end of the activity, you will be able to view, save or print your certificate of participation. A complete listing of all of your activities can be found under “My Account,” “My Activities.”