Dealing with Difficult Situations

Objectives – by the end of the unit, participants will be able to:

  • Identify the main reasons why adults disagree and describe the steps that should be taken to manage a dispute between adults, including possible solutions.
  • Describe ways in which conflict and the escalation of disagreements may be prevented and detail the places where written and personal support and advice may be obtained in the management of adult disagreements.
  • Outline the complaints process.
  • Outline the situations where the suspension/cancellation of an adult appointment would be appropriate and explain the suspension process.

Learning Methods – Video and Learning Guide