Welcome to this learning object brought to you by the Social Care Institute for Excellence

This learning resource uses a case study to explore the particular communication difficulties that can be encountered in challenging situation.

Before you begin you may want to read the useful information listed below.

Learning aims

This learning object will help you to understand:

  • What is meant by the term 'challenging situations'
  • How to understand and work with situations involving defensive reactions and difficult life events

In particular, we will use a case study of Wayne to demonstrate the communication skills needed in situations where people are:

  • silent
  • mistrustful and difficult to engage
  • unable and/or unwilling to accept responsibility for their actions
  • hostile
  • aggressive and threatening
  • violent

Difficult life events can lead to situations involving:

  • 'breaking bad news'

Estimated time required

30-40 mins

Instructions

Work through the sections in order, starting with Introduction.