Conflict Management and Resolution

Course content

• This programme is designed to deliver patient facing staff the tools, techniques, and confidence to resolve conflict, and difficult situations positively
• It draws on our 30 years’ experience of working within practices with staff at all levels
• It also focuses on the changes in how services are delivered post covid and identifies the moments of truth where difficulties can arise and prepares staff with consistent and appropriate responses
• Specific issues covering individual practices can be incorporated to deliver tailored solutions

Course Sessions

• Great Expectations – what are the clashes between expectation and delivery?
• Triggers & Moments of Truth
• Resolving conflict positively
• Using Assertiveness in Difficult Situations

Who is it for?

• Clinical and non-clinical staff in patient facing and administration roles

How is it delivered?

• Via live, highly interactive tutor led Virtual Workshops using Teams or Zoom – max 20 participants
• Microphones and cameras required for the entire session

Register your interest in attending this event

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Borough *BarkingHaveringRedbridge

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