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 'Managing Challenging Behaviour', 'The Power of Apology', and 'Responding and Resolving Complaints' Courses that will also be taking place during this Autum/Winter.

This online course aims to explore the reasons we encounter criticism and conflict. We will examine our values and triggers and the role emotion plays in concerns and complaints.

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 discuss amygdala hijacking and explore how we react to criticism, challenges and threats. Throughout the course, we will use a number of practical tips and resources and discuss how we incorprate these strategies into our everyday practice.

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

Thursday 28 September 2023

09:00	Welcome and Introductions
09:05	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.
10:30	Break
11:00	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	£150
RCPE Fellow	£115
RCPE Collegiate / Associate / Foundation Member	£115
Nurse / AHP / Pharmacist / Postgraduate student	£90

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). To receive a CPD certificate delegates must have completed the online feedback survey. The survey will close 28 days after the original broadcast of the event, with certificates being issued shortly after this.

Certificates cannot be issued after the survey has closed.

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

146192

Event Coordinator

Marie Allan

Telephone

+ 44 (0)131 247 3680

Email

m.allan@rcpe.ac.uk

THIS IS AN ARCHIVED EVENT LISTING.