Page 1 of 1

How to use this learning object

This is the help page for this learning object. It sets out to give you some advice on the best way to approach your study of the object.

Overview

As practitioners, we regularly encounter situations that are challenging and that call for a skilled understanding of why people may react in certain ways. The ability to communicate effectively in situations that give rise to defensive reactions – in our own reactions and those of other people - can be difficult to achieve yet it is this ability that lies at the heart of sound social work practice.

This e-learning 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.

A case study will introduce you to some of the more advanced communication skills needed in situations where people are silent, mistrustful and difficult to engage or where people appear unable or unwilling to take responsibility for their actions.

In addition, we look at the communication skills involved when people come across as hostile, aggressive, threatening or violent or when difficult life events, such as 'bad news', are encountered.

Reference

In the Reference section, you will find a list of the works referenced in this object and you may find these useful to read more deeply into areas of interest. In addition, you will find short references to works or websites throughout the learning object.

Learning aims

The authors have set out the learning aims of this learning object in the 'Learning aims' section on the Start screen.

Timing

We estimate that it will take you around 30-40 minutes to complete your study of this object.

Navigation

We recommend that you work through the introduction, then the section Case study and the conclusion in the order that they are presented. To move around, use the 'Next', 'Previous' and 'Back to start' buttons.