Dealing with Challenging Behaviour

This workshop develops participants’ skills and confidence in dealing with challenging behaviour and conflict that may occur when working with customers with complex needs.

Participants gain an understanding of some of the causes of challenging behaviour and anger, as well as common triggers. A range of practical strategies will be discussed and practiced, enabling participants to engage effectively with people acting in a challenging manner, as well as manage their own responses and self-care.

In this session we will explore:

• Challenging behaviour and possible causes
• Communicating effectively
• Challenging telephone interactions
• Anger and its causes
• How to manage own responses to challenging behaviour
• Strategies for self-care