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Conflict Management and Resolution Training

Conflict Management and Resolution Training

CPD Points 3 | Duration 3.5 Hours | £69.00 per delegate

Course Introduction

This course has been specifically developed for busy receptionists/administrators working within a medical setting. It will teach strategies for dealing with angry or aggressive patients, and will equip staff to understand how to resolve difficult situations.

This course will also address managing conflict within teams, and how to overcome problems that arise due to communication breakdown and personality differences.

This course is accredited by the Royal College of General Practitioners

Course Aims

  • 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 Content

  • 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 / would be applicable?

  • Receptionists
  • Administrators
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Course Dates Call 01661 844327 to make a telephone booking

There are currently no dates scheduled for this course, to enquire about availablity or a bespoke session please contact us

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