This resource looks at what we mean by the term ‘challenging situations’ and explores in particular the communication difficulties that can be encountered when people feel guarded and defensive, perhaps because they feel threatened in some way. Using a case study you will work through some of the more advanced communication skills needed in these situations. This resource will further your understanding of the communication skills needed where people are: • silent • mistrustful and difficult to engage • unable and/or unwilling to accept responsibility for their actions • hostile • aggressive and threatening • violent 30-40 min.
