The Challenging Patient: Strategies to Manage Difficult Encounters

Course Overview

A joint presentation of the National Physiotherapist Assistant Assembly and the Leadership Division of the Canadian Physiotherapy Association.

Join us for a 90 minute online course for Physiotherapist Assistants on Strategies to Manage Difficult Patient Encounters in the Workplace with Stephen Fritz-Millett, Consultant, Aurelie Dimandja, President of the National Physiotherapist Assistant Assembly and Kirsten Marshall, Alberta Student Representative of the National Physiotherapist Assistant Assembly.

Physiotherapist Assistants are valuable and important members of the health care team. Conflicts between providers and patients happen. Knowing how to handle the conflict effectively is a leadership skill that can be taught and learned.

In This Course You Will:

  1. Learn the five major components of Emotional Intelligence;
  2. Learn about Douglas Noll’s 3 step process for de-escalating difficult patient encounters;
  3. Learn how to apply the three step process in your work setting.

About The Speaker

Stephen-Fritz Millett 

Stephen-Fritz Millett has an extensive background in the theoretical and practical aspects of leadership, management and communication. He retired from the Canadian Army in 2016 as a senior officer with mover thirty years of service. For the past ten years he has worked in the corporate world as a training consultant. In addition to this, he has decades of volunteer experience working in not-for-profit community organizations. Steve has had articles published in journals and texts in his area of expertise, “the comprehensive approach.” This is an approach that seeks to bring disparate actors and agencies together to solve complex problems in crisis zones.

The series is part of the Leadership Division's ongoing mission to inspire Leadership in ourselves and others.

Instructor Name Leadership Division, Canadian Physiotherapy Association
Cost CA$20.00
Run Time 45:30
Access Duration Indefinite access after purchase