How to deal with difficult people

Professional development
Aims: To describe methods enabling caregivers to deal with challenging situations; to enhance effective communication skills; and to identify difficult personality types and describe specific strategies for dealing with them.

What makes a situation challenging? How to implement a communication approach L. Essex (Wayzata, United States of America)
How to use a coping technique when communication fails L. Essex (Wayzata, United States of America)