This half-day online course can be taken as a stand alone course, or as a follow-up and pre-curser to our 'Criticism, Concerns and Complaints' and 'Managing Challenging Behaviour' Courses, and our 'Responding and Resolving Complaints' Course. 

Course aims

This course aims to examine the science of sorry, the elements of a meaningful apology and how to apply these concepts when we are involved in challenging conversations. Recognising that apologies may not always be accepted, we will also explore forgiveness drawing on the work of Desmond Tutu and his four step model of forgiveness. 

Apology is a powerful method of de-escalating conflict or when we are faced with behaviour we find challenging. We will explore the psychology of apology, examine the barriers and the elements of a meaningful apology using video analysis to promote discussion.

There are a number of myths associated with forgiveness which we will explore and discuss. Threaded throughout the programme is the need for self-compassion and the importance of being able to forgive ourselves as well as others. 

Case studies will be shared and discussed. The course will be experiential including the opportunity to test out the specific models and resources to use in challenging conversations.

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.