Navigating Challenging Interactions with Older Persons

Challenging interactions can occur in any care setting and may arise when older persons are experiencing distress, frustration, anxiety, confusion, pain, unmet needs, cognitive impairment, or significant life changes. How staff respond in these situations can have a profound impact on the older person’s wellbeing, dignity, and experience of care.

This course provides care workers with practical strategies to confidently navigate challenging interactions while maintaining a person-centred approach. Learners will explore the factors that contribute to difficult conversations and behaviours, develop effective communication and de-escalation techniques, and learn how to respond with empathy, professionalism, and respect. The course also examines the importance of self-awareness, reflective practice, and appropriate documentation and reporting to support safe, positive outcomes for older persons and care teams.

This course aims to equip care workers with the knowledge, skills, and confidence to effectively manage challenging interactions with older persons. It focuses on person-centred communication, understanding the underlying causes of distress, and using practical strategies to de-escalate situations, maintain positive relationships, and support the safety, dignity, and wellbeing of older persons.