Challenging Client Scenarios and Dealing with Complaints

• Know how challenging behaviour can present itself in the workplace
• Understanding the reasons for challenging behaviour
• Understand a range of ‘difficult or challenging’ client behaviour
• Know how to anticipate and assess challenging behaviour
• Be able to implement positive and practical strategies for dealing with challenging client scenarios
• Be able to integrate the tools in your CCS toolkit into practice
• Know how to implement positive and transparent complaints handling

Pre-Learning Requirements

No pre-learning requirements

Accreditation

Non-accredited

Who Should Attend

This course is best suited to anyone working directly with the public in a frontline advice, triage or reception role or anyone who provides direct 1-1 support to clients or those in a management role

CPD

This course is worth 3 CPD points under the Northern Ireland Advice Quality Standard.

Registration Information

For our member organisations, please ensure you register with your work email address otherwise you will not receive your discounted member rate

Similarly, for Advice NI staff, please register using your work email address as your registration will not be fully complete otherwise