Criticisms, Concerns and Complaints: An introduction to responding to challenging situations with compassion and confidence

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Overview

Join us for this online two hour (12:00-14:00 UK time) introductory taster session to our four Resilience and Resolution series, which will be provided over the next academic year, September 2023- June 2024 (see future dates below).

The four future courses will cover:

Criticism, Concerns and Complaints
The Power of Apology: Early resolution skills for healthcare professionals
Managing Challenging Behaviour: Anger, distress and high conflict
Responding and Resolving Complaints: A guide to effective investigation

During this session we will explore the reasons why criticism and complaints can be challenging to hear and respond to effectively, and the neuroscience and psychology which underpins this work. We will briefly discuss:

How values and triggers impact on conflict and resolution
Raising awareness of THREATS and strategies to support us
Core emotions and building empathy
The elements of a meaningful apology
Behaviours we find challenging including anger, distress and high conflict
Investigating and responding to a complaint
One the receiving end - self-compassion

The session will take place online via Zoom, allowing you to attend from any location. The session will incorporate some practical tips and tools for practice, and there will be opportunities for questions and group discussion.

Course Director:

Dr Dorothy Armstrong, Director of DA Professional, Lead Adviser to Scotland's Ombudsman and Honorary Fellow, University of Edinburgh

Future Full Course dates:

Thursday 28 September 2023: Criticism, Concerns and Complaints, online half-day course
Wednesday 8 November 2023: Managing Challenging Behaviour: Anger, Distress and High Conflict, in-person (Edinburgh) full-day course
Wednesday 21 February 2024: The Power of Apology: Early resolution skills for healthcare professionals, online half-day course
Thuesday 16 April 2024: Responding and Resolving Complaints: a guide to effective investigation, in-person (Edinburgh) full-day course

Fees

All bookings for this event must be made online via the RCPE bookings system.
	Fees
Standard fee	£25

Cancellation policy

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

Payments

Please note that all payments must be completed via the online booking system, invoices will not be accepted for this event.

Further Information

This event is open to all health care professionals. If you are unsure about your eligibility, please contact the RCPE member of staff responsible for the event.

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 have completed feedback forms have been recieved.

Please note that on occassion 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

144649