Dealing with Challenging Client Scenarios - A New Course for the Sector

We work with some of he most marginalised people in society and often external pressures can lead to difficult and challenging circumstances. This training will help staff to deal positively with challenging situations.

This practical and interactive course will explore common challenges that arise when working with clients in the provision of advice services. It will identify and share helpful methods for dealing with such challenging circumstances and focus on how to respond in a safe and positive way to such challenges. It will cover:

  • Understanding the reasons for challenging behaviour.
  • Explore the meaning of “a difficult or challenging” client.
  • Dealing with the potential for violence and aggression.
  • Positive and transparent complaints handling.
  • Positive and practical strategies for dealing with difficult clients and scenarios.
  • Practice dilemmas

Who Should Attend?  Anyone working directly with clients, customers and service users in an advice role, face to face or via the telephone. It is useful for both new and experienced staff.
Location/Time/Date:  The course will run on the 16th of June 2015 . It will be delivered at Advice NI offices in Belfast. The course runs from 9.30am to 4pm.
Fees: There is a charge of £75 to Advice NI Members, £95 to Voluntary and Community Sector organisations and £125 to Private and Statutory Sector organisations.
CDP Hours: There are 6 CDP hours available for this course.
Educational/Professional Framework: This course can be used as evidence towards a range of units in our Advice and Guidance NVQ’s and Legal Advice qualifications ‘Establish Communications with Clients’ (Unit 1). It is also linked to the National Occupational Standards for Legal Advisers including ‘SFJ GC9: Contribute to the prevention and management of inappropriate behaviour’.