Managing Challenging Behaviour in a Community Pharmacy

Overview

The programme was developed following a detailed training needs analysis which involved the input of pharmacy employees, managers and owners.

The aim of the programme is to support pharmacy employees managing challenging behaviours from customers presenting at the pharmacy.  This course will provide participants with knowledge and skills related to the management of conflict and challenging behaviours. Having this increased level of knowledge will support the development of soft skills and will improve confidence in manage interactions with customers and in de-escalate situations of conflict.

Course Content

This is an eLearning course consisting of 2 modules.

Module 1: Conflict types and recognizing triggers covers elements such as:

1. Challenging behaviours and conflict in community pharmacy context;
2. Different types of challenging behaviour;
3. Stages of the conflict cycle;
4. Common triggers that may lead to conflict; and
5. Recognise and understand conflict styles.

Module 2: De-escalation and personal Safety cover the following:

1. Identify levers of conflict;
2. Outline tools for managing challenging behaviour;
3. Apply de-escalation tools and safety measures; and
4. Manage and control conflict and challenging behaviour encountered.

Course Delivery and Methodology

This eLearning course has been designed to engage the learner using interactive on-screen content and an assessment. The main purpose of this eLearning course is to provide the learner with the knowledge and tools to deal with challenging behaviour in a community pharmacy.

Course Schedule

This eLearning course is available online on the IPU Professional Academy Learning Management System(LMS) and can be accessed anytime throughout the year.

Assessment

Learners, who complete the two modules and the assessment, will receive an IPU Professional Academy Certificate of Completion.

Course Fee

The cost of this course is €27 for learners working for IPU members; or €19 for learners working for non-members.

How to Enrol and Pay

1. Go to www.ipu.ie.
2. In the top menu, click on “IPU Professional Academy” and then select Training Courses.
3. If you want to browse first, just click View Course to read the details.
4. From the Training Courses page, you can add courses to a shopping cart by hovering over the course you want and clicking Add to Cart. You will be able to increase the quantity at the Checkout point. You can continue adding other courses to the cart, or when you are done, click View basket on the last course you added, or, if you are viewing a course, click on the basket icon in the right-hand corner and click View Basket.
5. From here, you can increase the quantity but make sure to click Update Basket if you do so.
6. Please, make sure you click on the green button ”Members Login” and log on if you are a member, so the system will show the member price.
7. Click Proceed to Checkout when you are happy with your booking (s) and enter your billing and pharmacist details.
8. You can then scroll down to enter the student details. For example, if you are intending on booking one student on one course and then two students on to a different course, you will see three student bookings appear in the Checkout, since you are booking three slots. The name of the course (s) you have selected will appear at the top of each slot so you can enter the details of the appropriate student to the selected course. You would then repeat the same for the next two student slots.
9. After entering all the required information, enter your card details and click Place Order to pay for all of the bookings in one go. This eLearning course is available to purchase 24/7 and is placed on the IPU Professional Academy Learning Management System (LMS).