Handling difficult situations

The training aims to upskill colleagues in how to handle difficult situations with compassion, using appropriate communication techniques and active listening skills, whilst very much focusing on how to keep yourself well if you feel affected by a situation. The skills learnt in the training are intended to be used in a wide range of difficult situations, including where patients may present in a challenging or distressed manner, during instances of uncivil behaviour or when speaking about difficult topics of conversation.