Join us for this online introductory taster session to our four part Resilience and Resolution series of Courses. We will explore how to prevent, respond to and manage criticism, concerns and complaints. We will briefly discuss:
- The reasons people are triggered and how we can de-escalate
- The elements of a meaningful apology
- Responding to behaviours we find challenging - anger, tears and high conflict
- Managing our own responses and self-compassion
The session will take place online via Zoom, allowing you to attend from any location, and there will be opportunities for questions and discussion:
Course Director:
Dr Dorothy Armstrong, Director of DA Professional, Lead Adviser to Scotland's Ombudsman and Honorary Fellow, University of Edinburgh
