Dealing with Challenging People
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9:30 am - 4:00 pm
Tuesday 10th January 2023
Challenging behaviour has a variety of causes including illness, pain, fear and uncertainty about the
future. Increasingly frontline healthcare staff are faced with challenging behaviour which can have a
detrimental impact on job satisfaction and even mental wellness.
Avon Local Medical Committee have requested a workshop aimed at primary care staff in dealing
with challenging people. There will be a specific focus on situations in which healthcare workers face
challenging behaviour from patients and members of the public that is aggressive, abusive and
potentially threatening. Participants will be able to apply their learning to risk assess the situation
and take appropriate action, and use communication techniques to de-escalate and achieve positive
When working in challenging roles facing members of the public in difficult circumstances, we often
find ourselves dealing with challenging behaviour. Patients, and sometimes their carers, become
challenging, difficult, uncooperative or aggressive for a number of reasons. Dealing with an
aggressive patient takes care, judgement and self-control.
By the end of the programme participants will:
Recognise challenging behaviour and what might be behind it,
Be able to assess the risk and make appropriate decisions,
Recognise own emotional triggers and responses to challenging people,
Be able to use communication techniques to confidently deal with challenging behaviour and
reach effective outcomes for all,
Review learning and plan action.
Max Participants: 5