Managing Challenging Situations and Misinformation

A practical course equipping engagement and consultation professionals with the skills and confidence to handle difficult interactions, counter misinformation and maintain trust.

Blending theory, real-world scenarios and practical tools, Managing Challenging Situations and Misinformation draws on co-productive and restorative practice principles throughout, covering six key areas:

Recognising types of challenging behaviour: from organised opposition to emotional responses and power dynamics
Understanding the difference between misinformation and disinformation, why it spreads, and how to spot it.
Communication techniques for difficult situations, including active listening, de-escalation language, and the Listen/Acknowledge/Respond model.
Responding to misinformation in real time using techniques such as the Truth Sandwich and bridging statements
De-escalation and conflict management, including restorative practice and managing group dynamics.
Proactive approaches to building trust through transparent design, co-production, and consistent messaging

Delivery methods include facilitated discussion, case studies, simulations, and small group work.
The phases can be applied proportionally to any scenario where change is required, whether to policy or service change.

Course information

Benefits for you. Benefits for your organisation.

By the end, participants will leave with greater confidence in
managing challenging engagement situations and a personal action plan to apply their learning in future consultations.