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WORKING POSITIVELY WITH DIFFICULT CLIENTS |
This experimental 2 day course for project workers aims to provide practical and constructive strategies for working effectively with difficult clients.
Anyone who works with people in a helping capacity will be aware of how some clients seem to create that “heart sink” feeling. This is where the client’s behaviour can in some way manifest as disruptive, exasperating or unpredictable.
The result can be emotionally draining, stressful and frustrating. These feelings sap our energies and disrupt the effectiveness of our work, and can even lead to burnout.
Blending theory and skills together, this training offers insights into how we may be able to deal with these situations better. It will build on existing skills, enabling participants to handle stress, protect self-esteem and build confidence. This can help to preserve emotional well-being while making work more effective.
Course content includes:
· How to identify chronically difficult clients and the negative states they can trigger.
· Identifying different reasons why clients can seem challenging.
· Exploring how some clients can be difficult for some practitioners but not others; while other clients tend to be difficult for most people.
· Learning how to protect yourself emotionally and reduce personal stress by dealing with the fight or flight response.
· Using the body’s energy system to release difficult emotions.
· How managing our own emotional state can make us more creative & effective.
· How to be flexible and maintain rapport.
· The importance of keeping communication channels open.
· Identifying how difficult feelings can be guiding tools towards more useful ways of working.
· Utilising strategies from a variety of psychological approaches, which can add to your toolkit.