Managing Challenging Behaviour: Anger, Distress and High Conflict

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Overview

This half-day course can be taken as a standalong course, or as a follow-up to our 'Criticism, Concerns and Complaints', and 'The Power of Apology' courses.

Course aims:

This short course aims to explore behaviours we find challenging. Anger, distress and high conflict behaviour will be examined. We will discuss the reasons for these behaviours and the impact of these behaviours on ourselves and others.

We will draw on current research in relation to the amygdala hijack, incivility and high conflict (vexatious), and a number of practical models will be shared and discussed.

A key part of the course is the ability to reflect on our own behaviours, triggers and perspective. Viewing challening behaviour with a fresh lens and perspective should enable you to be calmer and more confident when on the receiving end of difficult behaviours.

Case studies will be shared and discussed. The course will be experiential including the opportunity to test out the models and resources in small break-out groups and in plenary. Delegates will also have longer term access to a resources page of useful materials on our Education Portal.

Audience:

This short course is suitable for all healthcare professionals. If you have been on the receiving end of highly emotive behaviours, concerns or complaints this will be useful for you at work and at home.

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. We will also use the interactive flipchart and post-its - Google Jamboard. For this reason we recommend that you use a PC or laptop during the course as it is not as easy to use both platforms at the same time on a smartphone or tablet.

Course Director

Dr Dorothy Armstrong

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

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 10 February 2022

09:30	Welcome and Introductions
09:45	Session 1: The causes of behaviour we find challenging Impact on ourselves and others
10:30	Session 2: Anger, tears and incivility Exploring emotions and unmet needs
11:15	Break
11:30	Session 3: High Conflict and Querulous Complaints Applying the BIFF model
12:00	Session 4: Models for practice case scenarios Theory into practice. Real play in break-out rooms
12:45	Closing Round Learning points and feedback
13:00	Thanks and 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

137557

Event Coordinator

Kate Hollier

Telephone

+ 44 (0)131 247 3607

Email

k.hollier@rcpe.ac.uk