aims and objectives

• To learn and discuss strategies for dealing with conflict, including dealing with aggressive, confrontational patients/clients.

• To have an understanding of why patients/clients get annoyed

• To recognize signs of potential conflict

• To be aware of your own reactions to conflict

• To gain an understanding of practical ways to stay safe

course contents

• Defining Conflict

• Defining Resolution

• Health and Safety Executive (HSE) Guide

• Looking at different personality types

• Why do patients/clients get annoyed?

• Warning signs of potential conflict, what to look out for

• Physical Abuse

• Verbal Abuse

• Communication barriers

• Strategies for dealing with conflict

• Practical tips to stay safe

• Conflict with colleagues and how to manage it

• The Silent Treatment

 

who should attend?

• Receptionists

• Administrators

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