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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

Sep 19, 2018 - 18:00 (EDT)
1 hour 30 minutes

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

Join us for a 90 minute webinar for Physiotherapist Assistants on Strategies to Manage Difficult Patient Encounters in the Workplace with Stephen Fritz-Millett, 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 webinar 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 has an extensive background in the theoretical and practical aspects of leadership, management and communication. He retired frm the Canadain 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.

He has planned and facilitated workshops and seminars on a wide variety of topics and is a regular lecturer at the Canadian Army’s Peach Support Training Centre in Kingston, Ontario.

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

Date: Wednesday, September 19, 2018 Time: 6:00 - 7:30 pm EDT

Instructions on how to participate in the webinar as well as background materials will be sent to you by email once you have registered.

Registrants will receive a certificate of participation upon confirmation of their completion of the webinar.

For more information contact 

To register, click the button below.

The instructors
Leadership Division

The Leadership Division of the Canadian Physiotherapy Association (CPA) coordinates, promotes, and provides programs and services that facilitate leadership skill development in physiotherapists. Its mission is to:

  • Unite CPA members who are interested in all aspects of leadership in physiotherapy
  • Promote information and educational materials related to physiotherapy leadership
  • Develop and offer physiotherapy continuing education courses and workshops, while promoting links to other professional development opportunities
  • Encourage the development and publication of research in the field of leadership in physiotherapy services in Canada and elsewhere

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.
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