Criticism, Concerns and Complaints

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Overview

This half-day course can be taken as a stand alone course, or as a pre-curser to our 'The Power of Apology' and 'Managaing Challenging Behaviour' Courses.

This online course aims to explore the reasons for patients, clients and relatives raising concerns. We will examine our values and triggers and the role emotion plays in escalating conflict.

The 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. Throughout the course, we will use a number of practical tips to support ourselves and colleagues when on the receiving end of criticism, concerns or complaints.

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.

Please note: due to the nature of the course and the interactive elements, this course will not be recorded or made available on-demand.

Programme

Tuesday 26 October 2021

09:30	Welcome and Introductions
09:35	Session 1: Triggers and Emotions Recognising our own and others triggers. Fear and anger as the default emotion.
	Session 2: Amygdala hijack Conflict and challenging conversations. Physiological basis of fight flight freeze.
11:00	Break
11:30	Session 3: Strategies to de-escalate Threats and Barriers Levels of listening and conversations. Using the TRUST and Compassionate Communication models.
	Session 4: Case scenarios Practical tips and tools to promote resolution. Real play in break-out rooms.
13:00	Close

Fees

**Registration fees**
	Fee
Standard fee	£109
RCPE Fellow	£79
RCPE Collegiate / Associate / Foundation Member	£79
Nurse / AHP / Pharmacist / Postgraduate student	£59

Invoices

If you wish us to invoice an employer/organisation, please contact the Event Coordinator. Manual booking will be required as payment via invoice is not available for online booking.

Cancellation policy

If you have to cancel your place within seven days of this event, we are unable to provide a refund. However, you may nominate someone else to take your place at the discretion of the organisers.

Further Information

This event is open to health care professionals. If you are unsure about eligibility, or the correct fee category, please contact the RCPE member of staff responsible for the event (see Fees page).

All relevant events are approved for Continuing Professional Development (CPD). A certificate of attendance with CPD information will be issued electronically to individual delegates via email. Please note - certificates can only be issued to delegates who have attended and who's completed feedback forms have been received.

Please note that on occasion event programmes may be subject to change due to unforeseen circumstances.

Venue:

The Royal College of Physician's of Edinburgh, Online, EH2 1JQ

Credits

Activity Code

137554

Event Coordinator

Kate Hollier

Telephone

+ 44 (0)131 247 3607

Email

k.hollier@rcpe.ac.uk

THIS IS AN ARCHIVED EVENT LISTING.