Managing Challenging Behaviour: Anger, Distress and High Conflict

Wednesday

08 November

2023

Horizontal

Overview

This full-day in-person course can be taken as a standalong course, or as a follow-up to our 'Criticism, Concerns and Complaints', Course or a pre-curses to our 'The Power of Apology' and 'Responding and Resolving Complaints' 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.

Throughout the day, we will share practical tools and resources which will be applied within our workshop. Case studies will be shared and discussed and you will be invited to apply the tools to your current practice in small break-out groups. The day will be experiential and interactive, including the use of presentations, video, demonstrations and activities. 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 in-person in the College and there will be a mix of lecture, group discussion and breakout sessions throughout the day. Lunch is included. Participants will also have access to a series of resources on our Education Portal to support this course.

Course Director

Dr Dorothy Armstrong

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

Dorothy will be supported by John Stevenson, former Head of the Complaints Standards Authority and Improvement, Standards and Engagement at the Scottish Public Services Ombudsman. John is currently a Board member of the Scottish Legal Complaints Commission.

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

Wednesday 8 November 2023

09:30	Registration and Coffee
10:00	Welcome and Introductions Overview and ways of working
10:30	Session 1: The causes of behaviour we find challenging Impact on ourselves and others
11:15	Session 2: Anger, tears and incivility Exploring emotions and unmet needs
12:30	Lunch break
13:30	Session 3: High Conflict and Querulous Complaints Applying the BIFF model
14:45	Session 4: Models for practice case scenarios Theory into practice
15:30	Closing Round Learning points and feedback
16:00	Thanks and Close

Fees

**Registration fees**
	Fee
Standard fee	£195
RCPE Fellow	£135
RCPE Collegiate / Associate / Foundation Member	£135
Nurse / AHP / Pharmacist / Postgraduate student	£115

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 all grades of medical, health care and scientific staff and to students. 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).

Please note that on occasion event programmes may be subject to change due to unforeseen circumstances.

Certificates

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.

Attending the College, please be aware of the following:

Access

A wheelchair lift and internal lift are in place at the College, allowing access to the conference centre and historic rooms. However, as a listed building, meeting rooms 4 & 5 have restricted access. For further information and assistance, please contact the Event Co-ordinator responsible for the event.

An induction loop system is available in the Great Hall and Conference Centre Auditorium.

Parent Room

We can provide a Parent Room at our events. If you are interested in using this facility, please contact the Co-ordinator for further information.

Directions to the College

Bicycle racks are available for cyclists at the door to 8 Queen Street. For access to further bicycle racks, please ask at reception.

Plan a cycle journey here with CycleStreets!

Local walking routes

Three short walks can be enjoyed from the College. So if you are visiting us, why not explore the local area. Details can be found at Medal Routes.

Commercial Sponsorship

Many events are supported by commercial companies taking stand space. Health professionals and NHS managers are invited to visit the company stands during the breaks. Companies interested in sponsoring this, or other events listed on the Calendar, should contact the event Co-ordinator.

Exhibitors/sponsors play no part in the planning or delivery of the event and the College has developed an Ethical Sponsorship Policy to support organising committees and committee chairs in their negotiations with potential commercial partners for education and other events.

Venue:

The Royal College of Physician's of Edinburgh, Edinburgh, EH2 1JQ

Credits

5

Event Coordinator

Marie Allan

Telephone

+ 44 (0)131 247 3680

Email

m.allan@rcpe.ac.uk