Project Description

This web workshop session been developed to support front line staff and other health care professionals in General Practice to develop their skills and confidence to provide excellence in customer service and to better manage disputes and to help manage challenging conflict situations experienced in practice.

We will consider how and why conflict may arise between staff members and the patients or their carers around access to services, treatments and other aspects of practices life and will consider and reflect on ways to manage this.

All delegates will be provided with course handouts and will be issued with a certificate after the webinar.

  • Duration: 1 hour

  • Location: Online

Who should attend?

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.
  • Doctors

  • Nurses

  • Practice Managers

  • Other Healthcare Professionals

Workshop Outcomes

  • Enhance awareness of your response to different conflict situations and personality types and the effect this can have when dealing with challenging situations.
  • Manage and understand the expectations, feelings, fears and needs of the patients.
  • Exhibit more confidence, motivation and control when dealing with challenging situations and complaints.
  • Understand the difference between assertive, aggressive and passive behaviour.

Workshop Agenda

Below is an outline of the proposed agenda with sample timings. If you have any questions please get in touch.

10.30  Introduction and Welcome
10.35 Key characteristics of customer management
10.40 NHS Constitution, complaints and procedure
10.50 Receiving and avoiding complaints
11.05 Managing conflicts and difficult conversations
11.20 Questions
11.30 Close
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The PMA delivers a range of Workshops

If you would like information about workshop dates or would like to develop a specific programme or host this workshop, please call 0330 111 6459 or email enquiries@practicemanagersuk.org

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