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Dispute Resolution & Mediation
– Building a better business culture

Dispute Resolution and Mediation

Dispute Resolution and Mediation - Building a better business culture.

'Excellent facilitation & presentation skills and interaction excercises.'
'Practical tips on mediation and dealing with conflicts.'
'Impressed by the knowledge of the facilitator - liked the mix of flip chart, slides and discussion work.'

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This module focuses on the Dispute Resolution, Internal & External Disputes and Partnership Mediation issues that may arise in medical practice, they are often difficult to deal with. We will focus on the techniques to enable you to find it easier to collaborate with you partners. You learn how to make your teams more effective. You will develop the skills and the mindset o better manage the potential for both internal and external disputes and you will understand how to create a happier and more productive working environment. The module will be delivered as an interactive session with practical guidance to enabling participants to map the techniques onto their own dispute resolution strategy for their practice. The Tips on managing potential disputes will provide useful guidance to enable participants to better manage - Internal & External Disputes, Partnership Mediation & Medical Negligence. Group work is provided on all aspects of the programme so that participants develop their understanding of the topics by interacting with colleagues.

Objectives: You will learn that if you want to operate an effective partnership and to build a better business culture you need to both utilise the skills and mindset of collaboration and to acknowledge and actively manage conflict.

Dispute Resolution : Internal & External Disputes, Partnership Mediation & Medical Negligence – Jane Gunn


8.30  Registration and Coffee
9:00 Introduction

  • Introductory Story

  • Why if you want to collaborate you need to accept and actively manage conflict

  • What we will cover today

9:15 Collaboration in Action

  • Exercise

  • What is Conflict?

  • Examples of Conflict – Internal and External

  • Cost of Conflict

  • Who are Your Stakeholders?

10:00 Thin Veneer of Sociability

  • I.N. Model – Whatever is unspoken…

  • Parallel Conversations

  • Assumptions and Judgements – Ladder of Inference

  • Exercise

11:15 Collaboration – Building a Better Business Culture

  • 4 Cs of Collaboration

  • Setting Clear Values

  • A Living Contract

12:00 Skills and Tools

  • How to Say What Needs to be Heard – Speaking Exercises

  • How to Hear What Needs to be Said – Listening Exercises

13:00 LUNCH

14.00 A Framework for Success

  • What Supports a Collaborative Future?

  • A System for Conflict Management

14.45 Understanding Mediation

  • Managing Complaints from Patients

  • Managing Workplace and Partnership Issues

15:45 15.45 – 16.45  Understanding Mediation (continued)

  • Case Studies and Examples

16.45 Review and Close

Who Should Attend?
General Practitioners, Practice Managers, Senior Practice Nurses and GP Administrator Managers

Don't miss opportunity to work with leading specialists in a series of full day workshops specifically focused on the ‘business’ aspects of General Practice.