Reception Staff - Dealing with difficult people - Chesterfield and Dronfield PCN
Wednesday 11 September 2019 at Dunston Innovation Centre
This is an afternoon event.
Times: 13:30 - 16:30
This event is open to reception staff in Chesterfield and Dronfield PCN - 2 spaces per practice - Staff attending to disseminate to teams as limited spaces - further bookings can be added to a waiting list. If you wish to be added to the waiting list please email firstname.lastname@example.org
Course Objectives: The aim of this workshop is to provide delegates with the skills to deal with difficult people in the workplace. These may be patients, colleagues or other people they meet in work situations. By the end of the workshop delegates will be more confident in their ability to deal with these tricky situations.
- Welcome, Introductions and Objectives
- Defining Difficult Behaviour
- Is it Me?
- The Importance of Assertiveness
- Ten Types of Difficult Behaviour
- The Importance of Listening Skills
- Interpreting Body Language
- Types of Aggressive Behaviour
- Dealing with Non Violent Aggressive Behaviour
- Some Basic Steps
- Assertive language and techniques
- Personal action planning
Questions and Close
Dunston Innovation Centre
Dunston Innovation Centre, Dunston Rd, Chesterfield , S41 8NG
Is the training accessible to wheelchairs? Please contact event organisers to discuss
Phone: 01332 210 008
If you have any communication or mobility needs that the event organisers need to be aware of please contact them in advance of the course to let them know.
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