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Working with Hard-to-Engage Service Users
Duration 1 day
Course Overview
Central Training's Working with Hard-to-Engage Service Users course aims to equip candidates with the practical skills and confidence needed to positively manage resistance while safely avoiding conflict. The session provides a valuable opportunity for frontline workers to explore the root causes of low motivation and resistance, focusing on practical skills that can be applied when encountering severe barriers to engagement.
The programme covers various psychological and behavioural models to help staff understand engagement patterns, including the Cycle of Change, alongside the vital role that professional boundaries and service contracts play. Finally, delegates will explore the key interpersonal qualities and communication techniques that help build trust and foster positive engagement.
Learning Outcomes
By the end of this course, delegates will be able to: Identify and analyse the primary psychological, structural, and cultural barriers to service user engagement Apply theoretical models, such as the Cycle of Change, to assess a service user's readiness to engage Utilise advanced interpersonal and communication skills to de-escalate resistance and motivate individuals Maintain robust, safe professional boundaries and use service contracts effectively when engagement becomes challenging Access and implement a suite of practical resources and toolkits to support ongoing frontline practice.
Methods of Delivery
This course is highly interactive and experiential. Delivery includes a dynamic mix of trainer-led presentations, structured group work, real-world case studies, skills practice, and reflective discussion.
- Course Content
- Audience
- Training Considerations
- Certification
- Related Courses
Course Content
- Defining and understanding "hard-to-engage" behaviours and resistance
- Barriers to communication and service access
- Theoretical frameworks for engagement
- Core communication skills
- Managing professional boundaries, assertiveness, and setting clear expectations
- Practical toolkits, signposting, and resources for reflective frontline practice
Target Audience
This course is specifically designed for operational, public-facing, and frontline staff working across the housing, social care, healthcare, youth work, and voluntary sectors.
Training Considerations
There are no training considerations related to this course.
Certification
The delegates will receive a certificate of attendance upon completion of the course.
Related Courses
Motivational Interviewing: Helping People Change
Professional Boundaries & Good Practice
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