Communication - how can we create a working alliance with our patients?

About the session

CPD ref: C-108320


In this workshop, Andy runs through the key fundamentals of how communication works hand-in-hand with change, in order to create a real working alliance with our patients. Using real world examples from applied psychology, this session asks you to consider 5 levels of communication (which one are you on?), what change is really all about and how the working alliance is really what underpins everything anyway. You will leave with greater understanding of how to communicate with others, something to think about, something to do, and the opportunity to assess and judge Andy's body language throughout (why wouldn't you?).

Target audience

  • Optometrist
  • Dispensing optician.

Domains and learning outcomes


s.1 Listen to patients and ensure they are at the heart of decisions made about their care

  • Understands how effective communication creates conditions for the best description and explanation of patients issues, wants and needs within the clinical consultation and any subsequent recommendations of dispensing products or services.

s.2 Communicate effectively with patients

  • Understands different communication approaches and so able to communicate more effectively with patients

Leadership and accountability

s.12 Ensure a safe environment for your patients

  • Able to recognise that discussion of professional issues within supervision can properly include reflective practice on communication skills and the working alliance.


Andrew Cole

Andy Cole is a business psychologist with a career background in optical retail. He ran learning & development for D&A - The Opticians and regularly consults with lens manufacturers and works pro bono for a leading eye-care charity. 

Andy's professional practice supports clients who want to make things better by using applied business psychology. The outcome is that they think and feel better, and make positive changes to what they do (and how they do it). Andy holds an MSc in Business Psychology, Postgrad qualifications in HR management and Executive Coaching & Mentoring. 

He is a Fellow of The Chartered Institute of Personnel & Development, and Certified Principal Practitioner with Association of Business Psychologists.