As the first in our Resilience and Resolution series this online course aims to explore the reasons for patients, clients and relatives raising concerns. We will examine the triggers which can escalate emotions and focus on strategies to de-escalate.
This half-day course will consider the physiological responses when we are involved in challenging conversations and conflict. Drawing on the work of the Brain Coach Dr Sarah McKay and Conversational IQ, we will reflect on our own reactions to challenges. Finally, we will explore a number of practical tips to support ourselves and colleagues.
The course will be engaging and experiential including working individually, in small groups using break-out and in plenary. The learning can be applied to your professional practice and it is particularly relevant currently as we manage increasingly complex and uncertain times.
Course Director
Dr Dorothy Armstrong
Director of DA Professional, Lead Adviser to Scotland's Ombudsman and Honorary Fellow University of Edinburgh
Event delivery
Please note that this event will be run online using Zoom, please ensure that you are able to access Zoom and have a stable internet connection in the location your intend to participate from before booking for this event. Participants will also have access to a series of resources on our Education Portal to support this course.
The next in our Resilience and Resolution series is 'The Power of Apology: Early resolution skills for healthcare professionals'.