Dealing with Challenging Client Scenarios Helping you deal with difficult client situations
Title/Reference: Dealing with Challenging Client Scenarios (Ref: CHCS/DEC/2015) About the Course:
This practical and interactive course will explore common challenges that arise when working with clients in the provision of advice services. It will identify and share helpful methods for dealing with such challenging circumstances and focus on how to respond in a safe and positive way to such challenges. It will cover:
• • • • • •
Understanding the reasons for challenging behaviour. Explore the meaning of “a difficult or challenging” client. Dealing with the potential for violence and aggression. Positive and transparent complaints handling.
Positive and practical strategies for dealing with difficult clients and scenarios. Practice dilemmas.
Who Should Attend?
Anyone working directly with clients, customers and service users in an advice role, face to face and via the telephone. It is useful for both new and experienced staff.
Location/Time/Date:
The course will run on the 8th December 2015. It will be delivered at Advice NI offices in Belfast. The course runs from 9.30am to 4pm.
Fees: There is a charge of £75 to Advice NI Members, £95 to Voluntary and Community Sector organisations and £125 to Private and Statutory Sector organisations.
CPD Hours: There are 6 CPD hours available for this course. Educational/Professional Framework:
This course can be used as evidence towards a range of units in our Advice and Guidance NVQ’s and Legal Advice qualifications ‘Establish Communications with Clients’ (Unit 1). It is also linked to the National Occupational Standards for Legal Advisers including ‘SFJ GC9: Contribute to the prevention and management of inappropriate behaviour’.
We work with some of the most marginalised people in society and often external pressures can lead to difficult and challenging circumstances. This training will help staff to deal positively with challenging situations.
46
Page 1 |
Page 2 |
Page 3 |
Page 4 |
Page 5 |
Page 6 |
Page 7 |
Page 8 |
Page 9 |
Page 10 |
Page 11 |
Page 12 |
Page 13 |
Page 14 |
Page 15 |
Page 16 |
Page 17 |
Page 18 |
Page 19 |
Page 20 |
Page 21 |
Page 22 |
Page 23 |
Page 24 |
Page 25 |
Page 26 |
Page 27 |
Page 28 |
Page 29 |
Page 30 |
Page 31 |
Page 32 |
Page 33 |
Page 34 |
Page 35 |
Page 36 |
Page 37 |
Page 38 |
Page 39 |
Page 40 |
Page 41 |
Page 42 |
Page 43 |
Page 44 |
Page 45 |
Page 46 |
Page 47 |
Page 48 |
Page 49 |
Page 50 |
Page 51 |
Page 52 |
Page 53 |
Page 54 |
Page 55 |
Page 56 |
Page 57 |
Page 58 |
Page 59 |
Page 60 |
Page 61 |
Page 62 |
Page 63 |
Page 64