Aim:
Ever replayed that conversation and wished you had handled it better? This workshop will look at practical techniques to help you achieve successful and positive outcomes with those difficult people and/or situations. Techniques learned are immediately applicable to your workplace.

This course shows participants how to achieve the win-win situation with their most challenging patients.

Who should attend the workshop:
All non-clinical staff

Learning outcomes:
By the end of the workshop participants will:

– Understand why people may be difficult
– Be able to recognise and diffuse a situation before it starts
– Know how to choose when to be assertive
– Have more confidence when dealing with difficult people
– Have discussed situations you may face and how to deal with them in the future
– Have practised behaviours language to be used
– Know when to deal with the situation yourself
– Know when to pass the difficult situation on

Workshop format:
The format will be informal and participative – everyone has an important contribution to make to the discussions.

A typical workshop will cover:

– Management theory and research input from the trainer
– Learning from our shared experiences
– Small group work to discuss and share ideas