Overview: This session has been designed to equip front-line staff and healthcare professionals in General Practice with the skills and confidence necessary to provide exceptional customer service, navigate disputes, and effectively manage challenging conflict situations within practice environments.
Throughout the workshop, we will delve into the dynamics of patient-staff interactions, considering how and why conflicts may arise between staff members, patients, or their caregivers. Our primary goal is to provide delegates with practical strategies to address these challenges, enhance their communication skills, and foster a harmonious practice environment.
This workshop is highly interactive, encouraging participants to actively engage with the content. Delegates will have the opportunity to share their own experiences, challenges, and conflicts that they have encountered in their role. Our facilitator, who brings extensive experience from working on the frontline, will also contribute valuable insights to enrich the learning experience.
By the end of the workshop, delegates will be able to:
- Understand the significance of attentive listening, timely responses, and appropriate action when handling complaints.
- Gain clarity about the NHS Complaints Process and your responsibilities within it.
- Identify common areas of complaints in practice settings and learn strategies to address them proactively.
- Define and uphold standards that ensure the delivery of high-quality services and prevent complaints.
- Elevate customer care skills through assertive communication techniques.
- Manage difficult conversations effectively and prevent their escalation.
- Recognise barriers to effective communication and learn how to overcome them.
- Appreciate the positive impact of excellent internal communication on overall service delivery.
- Enhance awareness of responses to various conflict situations and personality types.
- Understand patient expectations, emotions, fears, and needs, allowing them to respond more empathetically.
- Display enhanced confidence, motivation, and control when dealing with challenging situations and conflicts.
Training Provider: Practice Managers Association (PMA)
