Course Profile

Course Profile: Dealing with Challenging People and Conversations (1 Day)
The course aims to increase participantsí confidence in having difficult conversations with customers and being in situations which may be challenging. A range of person-centred techniques and strategies will be examined with a focus on positive communication. This practical approach is underpinned by relevant theories that promote positive behaviour and the use of proactive and reactive techniques. The course also highlights essential good practice and safety issues.

The course is informed by Assertiveness theory, Rogerian and Person Centred principles.
The course provides some knowledge for
Care Certificate: standard 1, 3 and 5
QCF: HSC 024 HSC 025, HSC 034, HSC 036, HSC 3045
The course is designed for all staff involved in supporting adults with care and support needs.

Learning outcomes

By the end of the course learners should understand:

  • What is meant by customer care
  • How does it feel to be the customer?  What constitutes good and poor customer care?
  • How good customer care benefits the worker, the customer and the organisation
  • Knowing the standards and expectations of the organisation
  • The importance of listening skills, body language and facial expressions to promote positive communication and build rapport
  • How to address ‘challenging’ customers in a positive manner
  • Body language; consistent messages; remaining present and focused
  • Why some customers behave unreasonably or challenging
  • What triggers aggressive behaviour
  • Understanding different types of communication styles including assertive communication
  • The importance of examining our own behaviour and how it may contribute to situations in a positive or negative way
  • Ways to keep safe, specifically when lone working; good practice examples
  • The need for a preventative approach
  • Strategies and techniques which participants can apply in their own environment
  • Positive communication techniques that are helpful; de-escalation techniques
  • Essential good practice issues e.g. supervision, risk assessment, consistency and teamwork, record keeping and effective communication, maintaining boundaries
Training methods utilised include: tutor presentations, PowerPoint, video clips, small and larger group work, chalk and talk, practice examples, case studies and scenarios.