1.3 Explain ways to manage challenging situations

Qualification: Level 3 Diploma in Adult Care
Unit: Promote Communication in Care Settings
Learning outcome: 1 Understand why effective communication is important in the work setting
Assessment criteria: 1.3 Explain ways to manage challenging situations

• Challenging situations can include individuals being in a heightened state of emotion or feeding back constructive criticism
• You should remain calm during these situations and use unthreatening body language and tone of voice
• You should exercise compassion and empathy and be non-judgmental
• You should be objective and factual and avoid personal attacks