Suitable for: All What does this mean?
Staff often deal with difficult/challenging individuals or situations. Those working face to face or over the phone often bear the brunt of problems, frustrations and aggression and deal with matters that traditionally weren’t part of a housing provider’s duties.
Customers may suffer from conditions, including substance abuse, mental health issues, suicidal self-harming or challenging behaviour.
Knowing how to deal with the initial contact, face to face or by telephone, staying safe and being able to signpost accordingly are critical.
What the course will cover:
Mental health and substance misuse and their relationship to challenging, abusive or threatening behaviours
Other behaviours or conditions that may cause a person to exhibit challenging or abusive behaviour (learning disabilities, dementia, Diogenes syndrome, etc)
Signs to look out for and diffusion techniques
An overview of common substances, mental health issues, the signs and indicators
Techniques for dealing with challenging telephone calls
An overview of the PAC model and it’s application
Techniques for dealing with difficult face-to-face situations
Common risk situations.
Who should attend?
All staff who work with customers on a one-to-one basis, face to face or over the phone.
Danny McGowan BSC, MSC has been involved in supporting people with substance misuse, mental health and other complex needs for over 20 years. He has developed experience in many specialist areas, such as working with hoarders and those with a dual diagnosis and has delivered training in techniques such as motivational interviewing and CBT. He has been delivering training for the housing sector for over a decade and has many years’ experience of developing client/customer involvement and peer mentoring schemes.
Danny uses a combination of his years of experience, current good practice guidelines and research evidence to deliver the topics he trains. He uses a holistic interactive training style that provides delegates with real skills and information, which they are then able to apply back in the workplace and beyond. He has delivered training and provided consultancy to numerous organisations during his career. Notable clients include the Department of Health, Department of Work and Pensions and the Home Office as well as housing organisations across the UK.
Cancellations and substitutions
If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email [email protected]
Otherwise, a cancellation fee of £60 plus VAT will be chargeable.
If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.
Cancellations must be made in writing, and will be acknowledged by HQN Limited.
Dates and prices
We can bring this course to you.
If you have five or more staff interested our in-house training offers great value for money.
Complete the form below and we’ll be in touch.