Dealing with Difficult People (SW10-02-8-1)

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Programme

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SubjectCommunication skills
DescriptionNo description given
VenueThomas Sydenham Education Centre, Dorset County Hospital, Dorchester - Dorchester & W Dorset  View details
Date & timeMonday 8 February 2010, 09:30 to 16:30
LecturerMr Andrew Cain  View details
Target audience

Recommended to all

Development outcomeNo development outcome
Course styleHands-on
Catering Meal
Core topic Not a core topic
CPD hours6:00
Cost£20.00
Aims

To develop assertive, constructive conflict resolution skills to apply with patients and within the team.  This also includes complaint handling.

Objectives
  • Adopt new simple assertive strategies for dealing with difficult situations
  • Learn how to respond to complaints and criticisms calmly and positively
  • Assertively and non-confrontationally address difficulties with colleagues
  • Promote team work through positive communication
  • Learn how to feel more calmer and more confident in difficult situations