PD4 Professional development workshop
How to deal with difficult people - FULLY BOOKED
Registration for this session is additional to the congress registration fee and is €40 on site, €35 standard or €25 for early bird registration.
Aims : Access educational materials here
To increase the ability develop effective approaches to dealing with challenging situations; to use effective communication skills to raise concerns; to identify difficult personality types and utilise specific strategies for dealing with them.
Target audience :
Allied health professional, Clinician, Fellow, Junior member, Patient, Public health official, Nurse, Physiotherapist, Researcher, Social worker, Respiratory therapist, Educationalist, Respiratory physician, Trainee, Student
10:45
Introduction by the chair
1
2121
10:50
What makes a situation challenging?
- Remembering that impact may be different than intent
- How perception impacts our 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
2122
11:10
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 agreement
- Skills practise in communicating with difficult people in small groups
L. Essex(Wayzata, United States)
COI
3
2123
11:35
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
2124
12:00
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
2125
12:25
In summary: Commit-Own-Notice-Frame-Identify-Determine-Evaluate-Negotiate-Collaborate–Experiment = CONFIDENCE
L. Essex(Wayzata, United States)
COI
6
2126
12:35
Questions and answers
7
2127
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