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.
