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The Challenging Patient: Strategies to Manage Difficult Encounters

The Challenging Patient: Strategies to Manage Difficult Encounters

The Challenging Patient: Strategies to Manage Difficult Encounters

This course includes
45:30 of Course Material (View)
Lifetime access after purchase
Certificate of completion

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 physiotherapy 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.


The instructors
Canadian Physiotherapy Association

As the vital partner for the profession, the Canadian Physiotherapy Association (CPA) leads, advocates, and inspires excellence and innovation to promote health. CPA’s goal is to provide exceptional service, valuable information and connections to the profession of physiotherapy, across Canada and around the world.

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.

Leadership Division

The Leadership Division's role is to coordinate, promote, and provide programs and services for the acknowledgement and development of leadership skills and attributes in physiotherapists.

  • Unites Canadian Physiotherapy Association members who are interested in all aspects of leadership in physiotherapy
  • Makes available information and educational materials related to physiotherapy leadership
  • Develops and offers workshops and links to other professional development opportunities
  • Encourages the development and publication of research in the field of leadership in physiotherapy services in Canada and elsewher
Course Material included in this course
  • The Challenging Patient: Strategies to Manage Difficult Encounters
  • Webinar
  • Difficult Encounters Quiz
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