Module Overview
From time to time we come across people we see as "difficult", often we struggle to work effectively with these people. Understanding what makes people difficult and keeping calm when dealing with difficult people is important to learn. This module aims to develop the skill base in participants so that they are confident in addressing a range of difficult behaviour when it appears. The module will provide self-reflection opportunities as well as practical strategies for dealing with a range of difficult behaviours.

Module Content

• What is a difficult client?
• What makes people difficult?
• Types of difficult behaviour
• Strategies for dealing with difficult behaviour
• Reading body language
• Handling complaints
• Making yourself less of a target