Communicating Confidently

Learning Outcomes

By the end of the session you will:

• be able to challenge inappropriate behaviour from service users firmly and respectfully.
• know how to handle service users’ anger (whether aimed at you or not).
• have reflected on scenarios you have come across in your working practice, and the most effective way to deal with these.
• understand the difference between the 4 main communication types: aggressive, passive, manipulative and assertive.
• be aware of the verbal and non-verbal skills needed to communicate assertively

Course Content

• What issues or difficulties come up when running the work clubs.
• What assertive communication is; verbal and non-verbal features.
• Practising the basic technique for assertive communication.
• Self-awareness; noticing own reactions.
• Responding appropriately; how to stay calm and professional.
• Preventing misunderstandings / conflict by being clear and managing expectations etc
• How to read the signs if service users are becoming angry or agitated and defuse this.
• De-escalating anger or aggression if it happens.
• Planning using scenarios from work practice.

Pre-course Task.

Please bring to the course an example of a challenging situation you have faced at the work club that you think you handled well. Reflect on this example before the session and identify exactly what you did / didn’t do that was helpful.

About the Course

The course is lively and interactive. It involves exercises and group work in pairs and small groups as well as in the whole group.

Lunch and Refreshments

Lunch and refreshments will be provided - please state any access or dietary requirements clearly on the booking form.