After completion of this course delegates will:
- Learn advanced techniques of calming the situation through communication skills.
- Develop confidence and reduce the fear or panic when dealing with patients who may be angry or aggressive.
- Build empathy to support the person through a foundation of understanding around their circumstances and causes of distress.
- Develop confidence and reduce the fear or panic when dealing with people who may be angry or aggressive.
- Be able to Identify the signs of conflict.
- To understand the cycle of arousal and aggression
- To explore the effective telephone communication skills needed in managing difficult situations.
- Develop understanding of how to use empathy, paraphrasing and reflection in de-escalation.
- Examine best practice in giving unwanted outcomes.
- How to manage difficult interactions.
- Develop understanding of how to look after your well-being in relation to challenging situations.