Reinforcing refusal in difficult situations 3hrs

This half day training workshop is designed specifically for managers/ advocates or social care workers who are involved in assessing individuals and have to tell them they are not eligible for services or that they are having their services reduced or even taken away. The training will empower staff to ensure they can deliver this news in a way that minimises the distress and agitation that themselves, individuals and their families may feel and react.

Managers, advocates or social care workers who are involved in assessing individuals and planning services.

• Be able to define and recognise assertive behaviour
• Understand the personal bill of rights
• Define a three step strategy towards assertive behaviour
• Understand appropriate situations where to use assertion
• Understand influencing factors such as compliments/scripting/ fogging/ negativity/ conflict/ timing
• Understand how to refuse a request with a ten point plan
• Learn how to empathise not sympathise with the individual and their family
• Know what to do if conflict results and cannot be resolved.