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.
Introduction and Welcome | |
Key characteristics of customer management | |
NHS Constitution, complaints and procedure | |
Receiving and avoiding complaints | |
Managing conflicts and difficult conversations | |
11.20 | Questions |
11.30 | Close |
View our workshops
View our workshops
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
Join Over 25,000 PMA members today and benefit from our services
As a PMA member, you will benefit from regular news and updates on key issues and regulatory changes that affect GP practices. You will gain access to exclusive training and events that ensure you maintain currency of knowledge and skills. You will have the opportunity to meet and network with your peers from around the UK.