About this course
For professionals working in healthcare, medical and social care settings, managing difficult conversations and challenging behaviour can be part of everyday work.
Our practical, interactive course will help you:
• Recognise early signs of aggression and potential conflict.
• Use effective communication techniques to de-escalate difficult situations.
• Manage confrontational behaviour more confidently.
• Assess risks and improve personal safety.
What you will learn
Key Learning Points
- Understanding your complaints policy,
- The root causes of complaints,
- How to identify potential complaints,
- The stages of a complaint,
- Handling people’s emotional responses to complaints,
- The importance of listening and managing expectations at the initial stage,
- How to defuse complaints,
- The importance of open culture, and reflecting and learning,
- How serious complaints are investigated.