PDW2 Professional development workshop
How to deal with difficult people
Registration for this session is additional to the congress registration fee and is €49 on site, €43 standard.
Aims : Access educational materials here
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
Introduction by the chair
1
619
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?
L. Essex(Wayzata, United States)
COI
2
620
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
L. Essex(Wayzata, United States)
COI
3
621
Applying the communication approach to common difficult situations
- Case discussion in small groups: what would you say/do?
L. Essex(Wayzata, United States)
COI
4
622
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
L. Essex(Wayzata, United States)
COI
5
623
In summary: Commit-Own-Notice-Frame-Identify-Determine-Evaluate-Negotiate-Collaborate-Experiment = CONFIDENCE
L. Essex(Wayzata, United States)
COI
6
624
Questions and answers
7
625
. . .
