Aims : To increase the ability of the attendees (1) to develop effective approaches to dealing with challenging situations; (2) to use effective communication skills to raise concerns; and (3) to identify difficult personality types and utilise specific strategies to deal with them.
Target audience :
Allied health professional, Clinician, Fellow, Junior member, Patient, Public health official, Respiratory physician, Trainee, Student, Nurse, Physiotherapist, Researcher, Social worker, Respiratory therapist, Educationalist
What makes a situation challenging? - Remembering that impact may differ from intent - How perception impacts your view - Gaining psychological distance as you prepare an approach - Recognising that emotions may cloud your judgment and behaviour - Small group discussion: What types of behaviour are most challenging for you and why?
When you want to use a communication approach: a step-by-step template - Describing the problem without using judgmental terms - Owning your own point of view - Explaining the impact of the problem - Listening carefully to the response - Negotiating solutions - What to do if you cannot reach an agreement - Skills practise in communicating with difficult people in small groups
Applying the communication approach to common difficult situations - Case discussion in small groups: what would you say/do?
When you want to use a coping approach: - If communication does not work, managing the situation “in the moment” - Examples of what to say and do when certain behaviours occur - Skills practise in triads
In summary: Commit-Own-Notice-Frame-Identify-Determine-Evaluate-Negotiate-Collaborate-Experiment = CONFIDENCE