Responding to Clients’ Emotions: Empathy and Assertiveness
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In this workshop, we’ll look at how to respond to clients who are expressing challenging emotions. Empathy and assertiveness are key communication skills which we will explore and practice.
Topics Covered:
- Techniques to understand and discuss emotions beyond anger and sadness
- How to address abusive or inappropriate behaviour
- Expressing empathy in culturally-relevant and situation-specific ways
- Understanding the impact of tone, manner and word choice in challenging interactions
Organizer
CARE Centre for Internationally Educated Nurses