By understanding the motives and individual behaviours of difficult people, you can learn to manage aggression, reduce awkwardness and remain professional.
Call Number: 610.696 TAM :4 [Glen Waverley, Moorabbin]
Effective communication can ease patient anxiety and enhance health care interactions for all. Explores both the good and bad responses caregivers have to stressful scenarios, as well as techniques for improvement.
Health Services Assistance provides coverage of core and elective units for assisting in health work - includes health and safety, information on health support and body systems, as well as client skills such as dealing with behaviours of concern.
This video focuses on verbal, non-verbal and behavioural communication, especially in a care setting. It looks at how we communicate, what tools and resources we have within ourselves and the equipment that can aid communication.
In this programme from ClickView we investigate defining and understanding behaviours of concern, types of behaviours and unmet needs, assessing and problem solving, possible triggers and management strategies.
Communication: Core Interpersonal Skills for Health Professionals (3rd ed.) by 
Dealing with Difficult People by 
Therapeutic Communications for Health Care Professionals by 
Health Services assistant: supporting nursing in acute care by