In all the work environments, particularly amongst those who are in direct contact with the public, situations may arise difficult or problematic which can cause stress and anxiety in those who have to deal with them. Providing care for people from diverse backgrounds and in difficult circumstances requires an appropriate understanding of social skills, as well as the techniques for dealing with members of the public. With this training initiative in Tools for Supporting Users from Diverse Backgrounds and in Difficult Circumstances you will be able to acquire the basic knowledge and communication skills which enable us to address difficult situations in customer service and working with diverse groups, using case studies that recreate similar situations.
Tools for Supporting Users from Diverse Backgrounds and in Difficult Circumstances
Business Administration and Management
30 hours
Introduction
Objectives
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To acquire the basic knowledge and communication skills which enable staff to deal with challenging situations when providing care for service users and diverse communities.
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Understanding the basics of the active listening.
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Identify the techniques for emotional self-control.
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Learning about the characteristics of the non-verbal cues.
Table of Contents
TEACHING UNIT 1. BASIC COMMUNICATION
- The basics of active listening
- Non-verbal communication
- Basic concepts in communication
- The Concept of Assertiveness
- Profile of an assertive professional
- Definition of empathy
- Requirements for using empathy in a communication process
- Errors or breakdowns in communication that lead to a difficult situation
TEACHING UNIT 2. TOOLS AND RESOURCES FOR IMPROVING THE QUALITY OF CARE FOR SERVICE USERS FROM DIVERSE BACKGROUNDS
- Information and resources for supporting a diverse population
- Stereotypes and prejudices in the care of culturally diverse populations
- The role of professionals: intercultural competence and communication skills for working with migrant populations
- Translation, mediation and conflict resolution
TEACHING UNIT 3. BEST PRACTICES FOR HANDLING DIFFICULT SITUATIONS IN RELATION TO OTHERS
- Challenging situations in citizen care, in both clinical and non-clinical contexts
- Methodology for coping with difficult situations
- Skills needed to cope with difficult situations
- The basics of how emotions work
- Theoretical aspects of emotional self-control
- Techniques for emotional self-control
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