Reception Staff - Dealing with difficult people - Chesterfield and Dronfield PCN

Wednesday 11 September 2019 at Dunston Innovation Centre

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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 ddlmc.office@nhs.net

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.
Workshop Overview:
Arrival

• 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
  Break
• Types of Aggressive Behaviour
• Dealing with Non Violent Aggressive Behaviour
• Some Basic Steps
       - Assertive language and techniques
• Personal action planning
  Questions and Close

Downloads

• Succeeding With Difficult People Agenda.pdf
• Succeeding with Difficult People - Flyer Final.pdf

Location details

Dunston Innovation Centre
Dunston Innovation Centre, Dunston Rd, Chesterfield , S41 8NG

Is the training accessible to wheelchairs? Please contact event organisers to discuss

Main contact

Email: ddlmc.gptf@nhs.net

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.