This course will present the tools and strategies to deal with escalated behaviour in a healthcare workplace. Learners will explore the nature of anger and conflict, be introduced to a person-centred approach and review communication techniques to respond to escalated behaviours. Tips to promote a "safe" culture in the workplace as well as self-care strategies will be presented. This course is suitable for anyone who deals with customers and potential volatile situations.
Not all courses are offered each term.Fall 2022 registration opens July 25, 2022. Winter 2023 registration opens November 28, 2022.
In person: classes held in person on a campus/site in a classroom/lab/shop/studio for the course duration
Online - Asynchronous: 100% online delivery with no assigned day or time requirements, independent course completion
Online - Synchronous: 100% online delivery with scheduled day and time course requirements
Hybrid: any combination of: in person, timetabled, on campus, online, and hyflex delivery