Name: Clinical Safe Holding
Price: 1175 GBP
Availability: InStock

Stoke On Trent

Definitions of challenging behaviour Continuum of aggressionAbout this eventDefinitions of challenging behaviourContinuum of aggressionThe cause of challenging behaviourThe triggers and build up of anxietyHow to manage challenging behaviour and positive behaviour managementCommunication skills covering both verbal and non verbalPlanning, help and support systemsHow to resolve conflict and de-escalate situations

Definitions of challenging behaviour Continuum of aggression
About this event
Definitions of challenging behaviour
Continuum of aggression
The cause of challenging behaviour
The triggers and build up of anxiety
How to manage challenging behaviour and positive behaviour management
Communication skills covering both verbal and non verbal
Planning, help and support systems
How to resolve conflict and de-escalate situations

Caring For Care

Behaviour Change

Behavioural Safety

Anxiety Management

Canine Behaviour

Challenging Behaviour

Behaviour Management

MCB & Breakaway

General Admission

<h3 style="color: rgb(68, 68, 68); box-sizing: border-box;" id="isPasted" fr-original-style=" color: rgb(68, 68, 68);">Overview</h3>Challenging behaviour is causing increasing concern today as many individuals have increasing levels of stress and uncertainty in their lives. This behaviour can be due to factors such as anxiety, neglect, abuse, learning disabilities and conditions like dementia. Understanding the causes of challenging behaviour is the first step towards finding ways to support individuals and manage their behaviour.<h2 style="color: rgb(68, 68, 68); box-sizing: border-box;" fr-original-style=" color: rgb(68, 68, 68);">Details</h2><h3 style="color: rgb(68, 68, 68); box-sizing: border-box;" fr-original-style=" color: rgb(68, 68, 68);">What will I learn on this course?</h3>At the end of this training, you will be able to:<ul style="color: rgb(68, 68, 68); box-sizing: border-box;" fr-original-style=" color: rgb(68, 68, 68);"><li fr-original-style="" style="box-sizing: border-box;">Define &lsquo;Challenging Behaviour&rsquo;</li><li fr-original-style="" style="box-sizing: border-box;">Explore patterns of behaviour</li><li fr-original-style="" style="box-sizing: border-box;">Possible causes and forms it can take</li><li fr-original-style="" style="box-sizing: border-box;">Understand the importance of effective communication</li><li fr-original-style="" style="box-sizing: border-box;">Explore management of behaviour</li><li fr-original-style="" style="box-sizing: border-box;">Recognise when we might be at risk if situations escalate</li><li fr-original-style="" style="box-sizing: border-box;">Describe how to avoid danger and recognise your limits of practice</li></ul><h3 style="color: rgb(68, 68, 68); box-sizing: border-box;" fr-original-style=" color: rgb(68, 68, 68);">Certification</h3>Successful candidates will receive certification of achievement.

Overview
Challenging behaviour is causing increasing concern today as many individuals have increasing levels of stress and uncertainty in their lives. This behaviour can be due to factors such as anxiety, neglect, abuse, learning disabilities and conditions like dementia. Understanding the causes of challenging behaviour is the first step towards finding ways to support individuals and manage their behaviour.
Details
What will I learn on this course?
At the end of this training, you will be able to:
Define ‘Challenging Behaviour’
Explore patterns of behaviour
Possible causes and forms it can take
Understand the importance of effective communication
Explore management of behaviour
Recognise when we might be at risk if situations escalate
Describe how to avoid danger and recognise your limits of practice
Certification
Successful candidates will receive certification of achievement.

Prima Cura Training

Dementia

Challenging behaviour is causing increasing concern today as many individuals have increasing levels of stress and uncertainty in their lives. Understanding the causes of challenging behaviour is the first step towards finding ways to support individuals and manage their behaviour.

Behaviours that Challenge

This course provides learners with the knowledge they need to respond appropriately to behaviours that may challenge, including how to communicate effectively, understand why individuals may display behaviours, and problem solve with the individual.<h2 id="isPasted" fr-original-style="" style="box-sizing: border-box;">What are the aims of this course?</h2><ul fr-original-style="" style="box-sizing: border-box;"><li fr-original-style="" style="box-sizing: border-box;">Define challenging behaviour, its causes and forms</li><li fr-original-style="" style="box-sizing: border-box;">Discuss and practice the communication skills required to diffuse challenging behaviour</li><li fr-original-style="" style="box-sizing: border-box;">Recognise when we might be at risk if situations escalate</li><li fr-original-style="" style="box-sizing: border-box;">Describe how to avoid danger and recognise your limits of practice</li></ul>

This course provides learners with the knowledge they need to respond appropriately to behaviours that may challenge, including how to communicate effectively, understand why individuals may display behaviours, and problem solve with the individual.
What are the aims of this course?
Define challenging behaviour, its causes and forms
Discuss and practice the communication skills required to diffuse challenging behaviour
Recognise when we might be at risk if situations escalate
Describe how to avoid danger and recognise your limits of practice

Health & Social Care

Social Care

This course provides learners with the knowledge they need to respond appropriately to behaviours that may challenge, including how to communicate effectively, understand why individuals may display behaviours, and problem solve with the individual.

Responding to Behaviours that Challenge 

Consett

Aims&nbsp;1.Raise&nbsp;awareness of challenging&nbsp;behaviour.&nbsp;2.Recognise causes and types of challenging behaviour3.&nbsp;Identify strategies&nbsp;to deal with the client presenting challenging&nbsp;behaviour

Aims 
1.Raise awareness of challenging behaviour. 
2.Recognise causes and types of challenging behaviour
3. Identify strategies to deal with the client presenting challenging behaviour

Magpie Training

Addictions

Learning Disability

Most behaviour is learned, this course shows you how some behaviours are dangerous or restricting, and what you can do to help the person, and yourself

Behaviours that challenge, Promoting Positive Behaviour

Course Overview:The "Foundations of Positive Behaviour Support" course is designed to provide participants with a comprehensive understanding of the principles, strategies, and techniques involved in promoting positive behaviour and managing challenging behaviours in various settings. This course is particularly beneficial for educators, caregivers, support workers, and professionals working with individuals with developmental disabilities, mental health issues, or behavioural challenges. Course Duration:1 to 5 day (depending upon your needs and requirements) Course Objectives:By the end of the course, participants will be able to:1. Explain the values and strategies of PBS2. Discuss how PBS can be used to improve quality of life&nbsp;3. Describe what is meant by the term &#39;behaviour of concern&#39;, &#39;challenging behaviour&#39;, &#39;behaviours that barrier quality of life&#39;4. Describe causal factors associated with behaviour5. Explain the &#39;functions&#39; of behaviour6. Explore a range of assessment tools for assessing functions of behaviour7. Outline the difference between &#39;proactive&#39; and &#39;reactive&#39; strategies&nbsp;8. List what should be in a PBS plan and how to implement it9. Discuss strategies for situational management of crisis-level behaviours10. Explain the importance of post-incident support for both young people and staff teams Course Objectives:1. Understand the principles of Positive Behaviour&nbsp;Support: Recognize the fundamental principles of PBS, including person-centeredness, functional assessment, and the focus on enhancing the quality of life.2. Learn about the causes of challenging behaviour: Familiarize yourself with the factors that contribute to challenging behaviours, including communication difficulties, sensory sensitivities, and environmental triggers.3. Acquire skills in functional assessment: Develop hands-on skills in conducting functional behaviour assessments to understand the underlying functions and triggers of challenging behaviours.4. Explore proactive strategies: Learn evidence-based proactive strategies to prevent challenging behaviours, including environmental modifications, communication supports, and structured routines.5. Understand reactive strategies: Gain knowledge about effective reactive strategies to manage challenging behaviours when they occur, emphasizing safety and de-escalation techniques.6. Develop behaviour intervention plans: Learn to create individualized behaviour intervention plans that address challenging behaviours through positive reinforcement, replacement behaviours, and skill-building.7. Ethical considerations and person-centered care: Explore ethical issues related to the use of behaviour support strategies, respecting individual autonomy, and providing care with empathy and dignity.8. Collaborative teamwork and communication: Understand the importance of interdisciplinary collaboration when implementing behaviour support plans and communicating effectively with individuals, families, and caregivers. Assessment and Certification:Participants will undergo practical assessments, written assessments, and potentially scenario-based evaluations to evaluate their understanding and competence in positive behaviour support. Successful completion will lead to a certification of achievement in "Foundations of Positive Behavior Support." Note: This course overview is a general guideline and can be customised to suit specific local requirements and preferences, therefore, we recommend that you contact us to discuss your requirements prior to making a booking.&nbsp;Please note the price quoted is based on a one-day duration and will therefore increase as your needs increase. &nbsp;

Course Overview:
The "Foundations of Positive Behaviour Support" course is designed to provide participants with a comprehensive understanding of the principles, strategies, and techniques involved in promoting positive behaviour and managing challenging behaviours in various settings. This course is particularly beneficial for educators, caregivers, support workers, and professionals working with individuals with developmental disabilities, mental health issues, or behavioural challenges.


Course Duration:
1 to 5 day (depending upon your needs and requirements)


Course Objectives:
By the end of the course, participants will be able to:
1. Explain the values and strategies of PBS
2. Discuss how PBS can be used to improve quality of life 
3. Describe what is meant by the term 'behaviour of concern', 'challenging behaviour', 'behaviours that barrier quality of life'
4. Describe causal factors associated with behaviour
5. Explain the 'functions' of behaviour
6. Explore a range of assessment tools for assessing functions of behaviour
7. Outline the difference between 'proactive' and 'reactive' strategies 
8. List what should be in a PBS plan and how to implement it
9. Discuss strategies for situational management of crisis-level behaviours
10. Explain the importance of post-incident support for both young people and staff teams


Course Objectives:
1. Understand the principles of Positive Behaviour Support: Recognize the fundamental principles of PBS, including person-centeredness, functional assessment, and the focus on enhancing the quality of life.
2. Learn about the causes of challenging behaviour: Familiarize yourself with the factors that contribute to challenging behaviours, including communication difficulties, sensory sensitivities, and environmental triggers.
3. Acquire skills in functional assessment: Develop hands-on skills in conducting functional behaviour assessments to understand the underlying functions and triggers of challenging behaviours.
4. Explore proactive strategies: Learn evidence-based proactive strategies to prevent challenging behaviours, including environmental modifications, communication supports, and structured routines.
5. Understand reactive strategies: Gain knowledge about effective reactive strategies to manage challenging behaviours when they occur, emphasizing safety and de-escalation techniques.
6. Develop behaviour intervention plans: Learn to create individualized behaviour intervention plans that address challenging behaviours through positive reinforcement, replacement behaviours, and skill-building.
7. Ethical considerations and person-centered care: Explore ethical issues related to the use of behaviour support strategies, respecting individual autonomy, and providing care with empathy and dignity.
8. Collaborative teamwork and communication: Understand the importance of interdisciplinary collaboration when implementing behaviour support plans and communicating effectively with individuals, families, and caregivers.


Assessment and Certification:
Participants will undergo practical assessments, written assessments, and potentially scenario-based evaluations to evaluate their understanding and competence in positive behaviour support. Successful completion will lead to a certification of achievement in "Foundations of Positive Behavior Support."


Note: This course overview is a general guideline and can be customised to suit specific local requirements and preferences, therefore, we recommend that you contact us to discuss your requirements prior to making a booking. Please note the price quoted is based on a one-day duration and will therefore increase as your needs increase. 

Guardian Angels Training

Gain a comprehensive understanding of positive behavior support principles, strategies, and techniques with our course. Ideal for educators, caregivers, and professionals working with individuals with developmental disabilities, mental health issues, or behavioral challenges.

Foundations of Positive Behaviour Support

Course Overview:The "Working with Children and the Foundations of Positive Behaviour Support (PBS)" course is designed to provide educators, caregivers, and professionals working with children an in-depth understanding of Positive Behaviour Support principles and techniques. This course focuses on equipping participants with the knowledge and skills necessary to promote positive behaviours, prevent challenging behaviours, and create supportive environments for children. By emphasising evidence-based practices, collaboration, and individualised strategies, this course aims to enhance the quality of care and education for children. Course Duration: 1 to 2 Day depending upon local needs Course Content:By the end of this course, participants should be able to:1.  Introduction to Working With Children - development stages, communication, capacity and consent, boundaries and relationships, families 2. Foundations of Positive Behaviour Support: - explain the values and strategies of PBS, - discuss how PBS can be used to improve quality of life, - describe what is meant by the term 'behaviour of concern', 'challenging behaviour', 'behaviours that barrier quality of life', - describe causal factors associated with behaviour, - explain the 'functions' of behaviour - explore a range of assessment tools for assessing functions of behaviour, - outline the difference between 'proactive' and 'reactive' strategies, - list what should be in a PBS plan and how to implement it, - discuss strategies for situational management of crisis-level behaviours, - explain the importance of post-incident support for both young people and staff teams Course Objectives:1. Comprehend Positive Behaviour Support Fundamentals: Understand the key principles and concepts of Positive Behaviour Support and its relevance in working with children.2. Promote Positive Behaviour: Learn strategies to encourage and reinforce positive behaviours in children through proactive approaches.3. Address Challenging Behaviours: Develop skills to effectively identify, assess, and address challenging behaviours using evidence-based interventions.4. Create Supportive Environments: Gain insights into creating environments that support the emotional, social, and behavioural development of children.5. Collaborate with Families and Teams: Learn how to collaborate with families, caregivers, and interdisciplinary teams to implement consistent strategies. Course Assessment:Participant proficiency will be assessed through:<ul><li>Quizzes and assignments measuring theoretical understanding.</li><li>Practical assessments of behaviour assessment techniques and intervention planning.</li><li>Participation in case discussions and scenario-based exercises.</li><li>A final assessment covering all aspects of working with children and the foundations of PBS.</li></ul><div> </div><div>Note: This course overview is a general guideline and can be customised to suit specific local requirements and preferences, therefore, we recommend that you contact us to discuss your requirements prior to making a booking.</div>

Course Overview:
The "Working with Children and the Foundations of Positive Behaviour Support (PBS)" course is designed to provide educators, caregivers, and professionals working with children an in-depth understanding of Positive Behaviour Support principles and techniques. This course focuses on equipping participants with the knowledge and skills necessary to promote positive behaviours, prevent challenging behaviours, and create supportive environments for children. By emphasising evidence-based practices, collaboration, and individualised strategies, this course aims to enhance the quality of care and education for children.


Course Duration: 
1 to 2 Day depending upon local needs


Course Content:
By the end of this course, participants should be able to:
1. Introduction to Working With Children - development stages, communication, capacity and consent, boundaries and relationships, families 
2. Foundations of Positive Behaviour Support: - explain the values and strategies of PBS, - discuss how PBS can be used to improve quality of life, - describe what is meant by the term 'behaviour of concern', 'challenging behaviour', 'behaviours that barrier quality of life', - describe causal factors associated with behaviour, - explain the 'functions' of behaviour - explore a range of assessment tools for assessing functions of behaviour, - outline the difference between 'proactive' and 'reactive' strategies, - list what should be in a PBS plan and how to implement it, - discuss strategies for situational management of crisis-level behaviours, - explain the importance of post-incident support for both young people and staff teams


Course Objectives:
1. Comprehend Positive Behaviour Support Fundamentals: Understand the key principles and concepts of Positive Behaviour Support and its relevance in working with children.
2. Promote Positive Behaviour: Learn strategies to encourage and reinforce positive behaviours in children through proactive approaches.
3. Address Challenging Behaviours: Develop skills to effectively identify, assess, and address challenging behaviours using evidence-based interventions.
4. Create Supportive Environments: Gain insights into creating environments that support the emotional, social, and behavioural development of children.
5. Collaborate with Families and Teams: Learn how to collaborate with families, caregivers, and interdisciplinary teams to implement consistent strategies.


Course Assessment:
Participant proficiency will be assessed through:
Quizzes and assignments measuring theoretical understanding.
Practical assessments of behaviour assessment techniques and intervention planning.
Participation in case discussions and scenario-based exercises.
A final assessment covering all aspects of working with children and the foundations of PBS.
Note: This course overview is a general guideline and can be customised to suit specific local requirements and preferences, therefore, we recommend that you contact us to discuss your requirements prior to making a booking.

Enhance your skills in promoting positive behavior and creating supportive environments for children with our PBS course. Evidence-based practices and collaboration emphasised.

Working with Children and the Foundations of PBS

Course Title:&nbsp;Prevention and Management of Violence and Aggression (PMVA) in HealthcareCourse Overview:This accredited course is designed to equip healthcare professionals with the necessary knowledge and skills to prevent and manage violence and aggression in healthcare settings effectively.Developed in accordance with the Restraint Reduction Network (RRN) training standards and BILD Act Certification, this comprehensive program prioritizes the safety of both patients and staff while promoting a culture of dignity, respect, and person-centred care.Key Learning Objectives:<ol style="color: rgb(55, 65, 81); box-sizing: border-box;" fr-original-style=" color: rgb(55, 65, 81);"><li fr-original-style="" style="box-sizing: border-box;">Understanding the Causes and Triggers of Violence and Aggression:<ul fr-original-style="" style="box-sizing: border-box;"><li fr-original-style="" style="box-sizing: border-box;">Identify common factors contributing to violent and aggressive behaviour in healthcare settings.</li><li fr-original-style="" style="box-sizing: border-box;">Recognize individual triggers and warning signs of escalating aggression.</li></ul></li><li fr-original-style="" style="box-sizing: border-box;">Risk Assessment and Prevention Strategies:<ul fr-original-style="" style="box-sizing: border-box;"><li fr-original-style="" style="box-sizing: border-box;">Conduct comprehensive risk assessments to proactively identify potential incidents.</li><li fr-original-style="" style="box-sizing: border-box;">Implement preventive measures and de-escalation techniques to minimize the risk of violence.</li></ul></li><li fr-original-style="" style="box-sizing: border-box;">Effective Communication and De-escalation Techniques:<ul fr-original-style="" style="box-sizing: border-box;"><li fr-original-style="" style="box-sizing: border-box;">Develop communication skills to defuse tense situations and build rapport with patients.</li><li fr-original-style="" style="box-sizing: border-box;">Practice evidence-based de-escalation techniques to calm agitated individuals safely.</li></ul></li><li fr-original-style="" style="box-sizing: border-box;">Legal and Ethical Considerations:<ul fr-original-style="" style="box-sizing: border-box;"><li fr-original-style="" style="box-sizing: border-box;">Understand the legal and ethical framework surrounding the use of restraint and seclusion.</li><li fr-original-style="" style="box-sizing: border-box;">Explore alternatives to physical intervention, emphasising the least restrictive practices.</li></ul></li><li fr-original-style="" style="box-sizing: border-box;">Teamwork and Collaboration:<ul fr-original-style="" style="box-sizing: border-box;"><li fr-original-style="" style="box-sizing: border-box;">Foster a collaborative approach to managing violence and aggression, involving multidisciplinary teams.</li><li fr-original-style="" style="box-sizing: border-box;">Establish clear roles and responsibilities for staff members during crisis situations.</li></ul></li><li fr-original-style="" style="box-sizing: border-box;">Post-Incident Support and Reflection:<ul fr-original-style="" style="box-sizing: border-box;"><li fr-original-style="" style="box-sizing: border-box;">Provide appropriate support and debriefing for both staff and patients following violent incidents.</li><li fr-original-style="" style="box-sizing: border-box;">Encourage reflective practice to learn from past experiences and continuously improve strategies.</li></ul></li></ol>Accreditation and Certification:<ul style="color: rgb(55, 65, 81); box-sizing: border-box;" fr-original-style=" color: rgb(55, 65, 81);"><li fr-original-style="" style="box-sizing: border-box;">Restraint Reduction Network (RRN) Training Standards: This course meets the rigorous standards set by the RRN for the prevention and management of violence and aggression in healthcare settings.</li><li fr-original-style="" style="box-sizing: border-box;">BILD Act Certification: The course is certified by the British Institute of Learning Disabilities (BILD) Act, ensuring adherence to best practices and standards in the field.</li></ul>Delivery Method:This course will be delivered through a combination of interactive workshops, case studies, role-playing exercises, and multimedia presentations. Participants will have the opportunity to engage in hands-on learning experiences to enhance their skills in real-world scenarios.Duration:Courses are designed around a local service training needs analysis and typically range from 1 day to 5 day courses. &nbsp; Target Audience:This course is suitable for healthcare professionals working in various settings, including hospitals, mental health facilities, nursing homes, and community healthcare centres. It is particularly relevant for nurses, mental health professionals, social workers, and other frontline staff members.Conclusion:By completing this accredited PMVA course, participants will be equipped with the knowledge, skills, and confidence to effectively prevent and manage violence and aggression in healthcare settings. Through a person-centred and holistic approach, they will contribute to creating safer and more supportive environments for both patients and staff.

Course Title: 
Prevention and Management of Violence and Aggression (PMVA) in Healthcare
Course Overview:
This accredited course is designed to equip healthcare professionals with the necessary knowledge and skills to prevent and manage violence and aggression in healthcare settings effectively.
Developed in accordance with the Restraint Reduction Network (RRN) training standards and BILD Act Certification, this comprehensive program prioritizes the safety of both patients and staff while promoting a culture of dignity, respect, and person-centred care.
Key Learning Objectives:
Understanding the Causes and Triggers of Violence and Aggression:Identify common factors contributing to violent and aggressive behaviour in healthcare settings.Recognize individual triggers and warning signs of escalating aggression.
Risk Assessment and Prevention Strategies:Conduct comprehensive risk assessments to proactively identify potential incidents.Implement preventive measures and de-escalation techniques to minimize the risk of violence.
Effective Communication and De-escalation Techniques:Develop communication skills to defuse tense situations and build rapport with patients.Practice evidence-based de-escalation techniques to calm agitated individuals safely.
Legal and Ethical Considerations:Understand the legal and ethical framework surrounding the use of restraint and seclusion.Explore alternatives to physical intervention, emphasising the least restrictive practices.
Teamwork and Collaboration:Foster a collaborative approach to managing violence and aggression, involving multidisciplinary teams.Establish clear roles and responsibilities for staff members during crisis situations.
Post-Incident Support and Reflection:Provide appropriate support and debriefing for both staff and patients following violent incidents.Encourage reflective practice to learn from past experiences and continuously improve strategies.
Accreditation and Certification:
Restraint Reduction Network (RRN) Training Standards: This course meets the rigorous standards set by the RRN for the prevention and management of violence and aggression in healthcare settings.
BILD Act Certification: The course is certified by the British Institute of Learning Disabilities (BILD) Act, ensuring adherence to best practices and standards in the field.
Delivery Method:
This course will be delivered through a combination of interactive workshops, case studies, role-playing exercises, and multimedia presentations. Participants will have the opportunity to engage in hands-on learning experiences to enhance their skills in real-world scenarios.
Duration:
Courses are designed around a local service training needs analysis and typically range from 1 day to 5 day courses. 

Target Audience:
This course is suitable for healthcare professionals working in various settings, including hospitals, mental health facilities, nursing homes, and community healthcare centres. It is particularly relevant for nurses, mental health professionals, social workers, and other frontline staff members.
Conclusion:
By completing this accredited PMVA course, participants will be equipped with the knowledge, skills, and confidence to effectively prevent and manage violence and aggression in healthcare settings. Through a person-centred and holistic approach, they will contribute to creating safer and more supportive environments for both patients and staff.

PMVA

Book our accredited Prevention and Management of Violence and Aggression (PMVA) in Healthcare course, meeting Restraint Reduction Network (RRN) training standards and BILD Act Certification. Equip yourself with essential skills to prevent and manage violence in healthcare settings effectively.

PMVA - RRN and BILD Act Certificate

Harpenden

Wouldn't sales be a 'walk in the park' without challenging customers? Why is it that some customers are so difficult to please, so quick to call 'foul' at the slightest blip and so mean with their gratitude after we've bent over backwards to accommodate them? Whether we are looking at prospective or existing customers, there is a toolkit for dealing with the most challenging of them.This course will help participants:<ul><li>Use broad open questions to give the customer a platform for their opinions or issues</li><li>Improve listening skills to really understand what's behind the customer's challenging style</li><li>Probe specific phrases to show listening and earn deeper disclosure</li><li>Use silence to let challenging customers 'blow off steam'</li><li>Understand the negative impact of certain phrases on a challenging customer</li><li>Summarise effectively and reassure the customer of our understanding of their needs</li><li>Recognise the 'behaviour cycle' and avoid emotional escalation</li><li>Understand 'transactional analysis' and how to bring people from 'child' to 'adult' state</li><li>Create loyalty in customers who are slow to give trust</li></ul><section>
 <h3>1 What makes a customer 'challenging'?</h3><ul><li>Why customers challenge us - understanding their drivers</li><li>'Wearing their shoes' - seeing things from their perspective</li><li>Understanding our own personality style</li><li>How to flex with a style that is different from our own</li><li>Ways to quickly recognise a customer's style</li><li>The benefits of flexing with a challenging customer's style</li></ul> <h3>2 Practical exercise - forum theatre</h3><ul><li>Participants take it in turns to deal with the trainer (who plays the role of the challenging customer)</li><li>Observers stop the action when they hear or see something they deem wrong</li><li>The participant in the seat gets a chance to use a suggested alternative line</li><li>The participant who makes the suggestion has the chance to occupy the seat and deliver it themselves</li><li>Frequent feedback from the trainer as to how the participant's words are making him feel</li><li>Opportunities to rewind the action if an ill-advised line is suggested and delivered</li><li>Flipchart for capturing what worked, what didn't work and why</li><li>Mehrabian principle - the importance of body language and tone over words used</li></ul> <h3>3 Questioning and listening skills</h3><ul><li>How to use open questions to get the customer talking</li><li>What questions to avoid and why</li><li>The use of pauses and silence to reduce tension and build trust</li><li>What listening is and what it isn't</li><li>Question funnelling - how to earn deeper disclosure through probing</li><li>The power of summary</li></ul> <h3>4 Transactional analysis explained</h3><ul><li>What is transactional analysis (TA)?</li><li>Exploring the TA states and why people behave in that way under pressure</li><li>How to bring challenging customers to 'adult' state to reduce tension</li><li>How 'parent' or 'child' behaviours can be inadvertently triggered</li><li>Understanding the 'behavioural cycle' and how to break it</li><li>Mini-role play 'vignettes' to demonstrate real time impact of ill-chosen words</li></ul> <h3>5 How to build trust with challenging customers</h3><ul><li>Techniques for placating current challenging customers</li><li>Methods that the participants have already used effectively - understanding why those methods worked and how other participants can model them</li><li>Participants' experiences of trust having been lost - understanding why those experiences had that negative outcome</li><li>How to 'go the extra mile' with challenging customers</li></ul><h4></h4> <h3>6 Bringing a 'real' challenging customer to life</h3><ul><li>Participants give the trainer a brief profile of a specific challenging customer of theirs</li><li>5-10 minute roleplay in which the trainer brings that individual to life</li><li>Observing participants - without interrupting - make notes on what is and isn't working</li><li>Trainer stops the action half-way through to give feedback on how he is feeling</li><li>Participant goes back into the roleplay having recalibrated their approach based on feedback</li><li>Observers give feedback on what did and didn't work</li><li>Trainer comes out of character to explain the impact of the participant's words and behaviours</li></ul> <h3>7 Wrap-up</h3><ul><li>Key learnings from each participant</li><li>Individual action planning - steps that can and will be implemented in the workplace</li></ul> 


 </section>

Wouldn't sales be a 'walk in the park' without challenging customers? Why is it that some customers are so difficult to please, so quick to call 'foul' at the slightest blip and so mean with their gratitude after we've bent over backwards to accommodate them? Whether we are looking at prospective or existing customers, there is a toolkit for dealing with the most challenging of them.
This course will help participants:
Use broad open questions to give the customer a platform for their opinions or issues
Improve listening skills to really understand what's behind the customer's challenging style
Probe specific phrases to show listening and earn deeper disclosure
Use silence to let challenging customers 'blow off steam'
Understand the negative impact of certain phrases on a challenging customer
Summarise effectively and reassure the customer of our understanding of their needs
Recognise the 'behaviour cycle' and avoid emotional escalation
Understand 'transactional analysis' and how to bring people from 'child' to 'adult' state
Create loyalty in customers who are slow to give trust
1 What makes a customer 'challenging'?
Why customers challenge us - understanding their drivers
'Wearing their shoes' - seeing things from their perspective
Understanding our own personality style
How to flex with a style that is different from our own
Ways to quickly recognise a customer's style
The benefits of flexing with a challenging customer's style
2 Practical exercise - forum theatre
Participants take it in turns to deal with the trainer (who plays the role of the challenging customer)
Observers stop the action when they hear or see something they deem wrong
The participant in the seat gets a chance to use a suggested alternative line
The participant who makes the suggestion has the chance to occupy the seat and deliver it themselves
Frequent feedback from the trainer as to how the participant's words are making him feel
Opportunities to rewind the action if an ill-advised line is suggested and delivered
Flipchart for capturing what worked, what didn't work and why
Mehrabian principle - the importance of body language and tone over words used
3 Questioning and listening skills
How to use open questions to get the customer talking
What questions to avoid and why
The use of pauses and silence to reduce tension and build trust
What listening is and what it isn't
Question funnelling - how to earn deeper disclosure through probing
The power of summary
4 Transactional analysis explained
What is transactional analysis (TA)?
Exploring the TA states and why people behave in that way under pressure
How to bring challenging customers to 'adult' state to reduce tension
How 'parent' or 'child' behaviours can be inadvertently triggered
Understanding the 'behavioural cycle' and how to break it
Mini-role play 'vignettes' to demonstrate real time impact of ill-chosen words
5 How to build trust with challenging customers
Techniques for placating current challenging customers
Methods that the participants have already used effectively - understanding why those methods worked and how other participants can model them
Participants' experiences of trust having been lost - understanding why those experiences had that negative outcome
How to 'go the extra mile' with challenging customers
6 Bringing a 'real' challenging customer to life
Participants give the trainer a brief profile of a specific challenging customer of theirs
5-10 minute roleplay in which the trainer brings that individual to life
Observing participants - without interrupting - make notes on what is and isn't working
Trainer stops the action half-way through to give feedback on how he is feeling
Participant goes back into the roleplay having recalibrated their approach based on feedback
Observers give feedback on what did and didn't work
Trainer comes out of character to explain the impact of the participant's words and behaviours
7 Wrap-up
Key learnings from each participant
Individual action planning - steps that can and will be implemented in the workplace

The In House Training Company

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Dealing With Difficult Customers

Dealing with challenging customers (In-House)

Course Overview:The "Caring for Individuals with Psychosis and Schizophrenia" course provides participants with a comprehensive understanding of the challenges and complexities associated with caring for individuals who experience psychosis and schizophrenia. Designed for caregivers, family members, support workers, and healthcare professionals, this course aims to enhance knowledge and skills in providing effective care, support, and empathy to individuals affected by these mental health conditions. Course Duration:1 day (6 hours) Course Content:1. Understanding Psychosis and Schizophrenia 2. Person-Centered Care and Communication 3. Medication Management 4. Managing Challenging Behaviours 5. Practical Exercises Course Objectives:By the end of the course, participants will be able to:1. Outline the symptoms and causes of psychosis2. Summarise the role of psychological and pharmacological treatments and the meaning and process of recovery3. Discuss holistic care and support to implementing healthier lifestyle options4. Describe techniques for reducing communication difficulties Course Objectives:1. Comprehend Psychosis and Schizophrenia: Develop a comprehensive understanding of psychosis and schizophrenia, including their symptoms, causes, and impacts on individuals' lives.2. Provide Person-Centered Care: Learn strategies to deliver care that respects the individual's dignity, preferences, and unique needs.3. Enhance Communication Skills: Develop effective communication techniques to engage individuals with psychosis or schizophrenia and foster therapeutic relationships.4. Support Medication Management: Understand the role of medication in managing symptoms and assisting individuals in adhering to prescribed treatment plans.5. Address Challenging Behaviours: Gain skills in managing challenging behaviours that may arise in individuals with psychosis or schizophrenia. Assessment:Participants will not undergo formal assessment; however, their engagement, participation, and demonstrated skills during practical exercises will be monitored and guided by experienced instructors.Note: This course overview is a general guideline and can be customised to suit specific local requirements and preferences, therefore, we recommend that you contact us to discuss your requirements prior to making a booking.

Course Overview:
The "Caring for Individuals with Psychosis and Schizophrenia" course provides participants with a comprehensive understanding of the challenges and complexities associated with caring for individuals who experience psychosis and schizophrenia. Designed for caregivers, family members, support workers, and healthcare professionals, this course aims to enhance knowledge and skills in providing effective care, support, and empathy to individuals affected by these mental health conditions.


Course Duration:
1 day (6 hours)


Course Content:
1. Understanding Psychosis and Schizophrenia
2. Person-Centered Care and Communication
3. Medication Management
4. Managing Challenging Behaviours
5. Practical Exercises


Course Objectives:
By the end of the course, participants will be able to:
1. Outline the symptoms and causes of psychosis
2. Summarise the role of psychological and pharmacological treatments and the meaning and process of recovery
3. Discuss holistic care and support to implementing healthier lifestyle options
4. Describe techniques for reducing communication difficulties


Course Objectives:
1. Comprehend Psychosis and Schizophrenia: Develop a comprehensive understanding of psychosis and schizophrenia, including their symptoms, causes, and impacts on individuals' lives.
2. Provide Person-Centered Care: Learn strategies to deliver care that respects the individual's dignity, preferences, and unique needs.
3. Enhance Communication Skills: Develop effective communication techniques to engage individuals with psychosis or schizophrenia and foster therapeutic relationships.
4. Support Medication Management: Understand the role of medication in managing symptoms and assisting individuals in adhering to prescribed treatment plans.
5. Address Challenging Behaviours: Gain skills in managing challenging behaviours that may arise in individuals with psychosis or schizophrenia.


Assessment:
Participants will not undergo formal assessment; however, their engagement, participation, and demonstrated skills during practical exercises will be monitored and guided by experienced instructors.
Note: This course overview is a general guideline and can be customised to suit specific local requirements and preferences, therefore, we recommend that you contact us to discuss your requirements prior to making a booking.

Gain comprehensive understanding of caring for individuals with psychosis and schizophrenia. Enhance knowledge and skills to provide effective care and support. Designed for caregivers, family members, support workers, and healthcare professionals.

Caring for People with Psychosis and Schizophrenia (non-RQF)

Course Overview:The "Clinical Safe Holding Techniques" course is designed to provide healthcare professionals with the knowledge and skills required for safe and effective patient "restrictive" holding during various clinical procedures. Holding patients securely and comfortably is crucial for ensuring procedural success, minimising patient discomfort, and preventing injuries to both patients and healthcare providers. This course offers comprehensive training in techniques for holding patients safely during medical examinations, procedures, and interventions. Course Duration:&nbsp;1 day (6 hours) Course Content:By the end of this course, participants will be able to:1. Importance of communication, de-escalation and positive behavioural support2. Risk assessment and least restrictive options3. Teamwork including having a &ldquo;communicator&rdquo; and a &ldquo;monitor&rdquo;&nbsp;4. Preventing risk of injury and harm including positional asphyxia5. Low level restrictive holds including double wrist hold, straight arm immobilisation, seating to rest position, managing kicking and the safe use of equipment including wedge, pod, beanbags all for use during clinical interventions6. Debrief and record keeping Course Objectives:1. Understand Safe Holding Fundamentals: Comprehend the importance of safe holding techniques in managing challenging behaviours and ensuring the safety of all parties involved.2. Master Safe Holding Techniques: Develop proficiency in performing safe holding techniques that prioritise the physical and emotional well-being of the individual and the healthcare team.3. Prioritise Communication and De-Escalation: Learn effective communication skills and de-escalation strategies to prevent challenging situations from escalating further.4. Implement Ethical and Legal Considerations: Understand the ethical and legal aspects of safe holding, including informed consent, documentation, and reporting.5. Promote a Therapeutic Environment: Develop techniques to maintain a therapeutic and supportive environment while addressing aggressive or challenging behaviours. Assessment and Certification:Participants will undergo practical skills assessments to evaluate their ability to safely and effectively hold patients during various clinical procedures. Successful completion will lead to a certification of achievement in "Clinical Safe Holding Techniques."Note: This course overview is a general guideline and can be customised to suit specific local requirements and preferences, therefore, we recommend that you contact us to discuss your requirements prior to making a booking.&nbsp;Please note the price quoted is based on a one-day duration and will therefore increase as your needs increase. &nbsp;

Course Overview:
The "Clinical Safe Holding Techniques" course is designed to provide healthcare professionals with the knowledge and skills required for safe and effective patient "restrictive" holding during various clinical procedures. Holding patients securely and comfortably is crucial for ensuring procedural success, minimising patient discomfort, and preventing injuries to both patients and healthcare providers. This course offers comprehensive training in techniques for holding patients safely during medical examinations, procedures, and interventions.


Course Duration: 
1 day (6 hours)


Course Content:
By the end of this course, participants will be able to:
1. Importance of communication, de-escalation and positive behavioural support
2. Risk assessment and least restrictive options
3. Teamwork including having a “communicator” and a “monitor” 
4. Preventing risk of injury and harm including positional asphyxia
5. Low level restrictive holds including double wrist hold, straight arm immobilisation, seating to rest position, managing kicking and the safe use of equipment including wedge, pod, beanbags all for use during clinical interventions
6. Debrief and record keeping


Course Objectives:
1. Understand Safe Holding Fundamentals: Comprehend the importance of safe holding techniques in managing challenging behaviours and ensuring the safety of all parties involved.
2. Master Safe Holding Techniques: Develop proficiency in performing safe holding techniques that prioritise the physical and emotional well-being of the individual and the healthcare team.
3. Prioritise Communication and De-Escalation: Learn effective communication skills and de-escalation strategies to prevent challenging situations from escalating further.
4. Implement Ethical and Legal Considerations: Understand the ethical and legal aspects of safe holding, including informed consent, documentation, and reporting.
5. Promote a Therapeutic Environment: Develop techniques to maintain a therapeutic and supportive environment while addressing aggressive or challenging behaviours.


Assessment and Certification:
Participants will undergo practical skills assessments to evaluate their ability to safely and effectively hold patients during various clinical procedures. Successful completion will lead to a certification of achievement in "Clinical Safe Holding Techniques."
Note: This course overview is a general guideline and can be customised to suit specific local requirements and preferences, therefore, we recommend that you contact us to discuss your requirements prior to making a booking. Please note the price quoted is based on a one-day duration and will therefore increase as your needs increase. 

Gain comprehensive training in safe holding techniques for medical procedures with our "Clinical Safe Holding Techniques" course. Ensure procedural success and prevent injuries to patients and healthcare providers.

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