Handling Difficult Contacts

Handling Difficult Conversations and Contacts

About the programme

Aims 

This programme will equip learners with the skills, knowledge and attitudes to ensure the effective use of communications skills in difficult situations.

The programme content reflects the needs of a range of staff who have contact with or who manage people and sometimes have to defuse and manage challenging conversations.
The programme can be delivered as a on-line only, face to face to blended approach to learning.

The programme will contain the following learning outcomes.

By the end of the programme learners will be able to:

  • Acknowledge difficult feelings and circumstances 
  • Show that they have listened, heard and understood 
  • Use strategies to de-escalate an emotional situation 
  • Use techniques to defuse anger and aggressive contacts 
  • End contacts sensitively and professionally 
  • Use support and referrals appropriately 
  • Develop and use reflective practice to continue to apply the learning from the day within a workplace setting 

The programme will take a practical and day to day approach to allow learners to apply the learning gained directly into their own workplace situation. 

Who is it for?

The programme is suitable for a range of staff and managers who have contact with service users, carers, members of the public etc where situations have the potential to develop into challenging or aggressive conversations.

Delivery methods

A mix of input, small group and whole group discussion, practice application, simulation and reflective practice.

Please call or complete an enquiry form for further information
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