This interactive course aims to give front of house staff the skills and confidence to manage potential conflict with patients, de-escalate situations and reflect on their own wellbeing and resilience. The session will be led by a facilitator with first-hand experience of managing conflict in general practice.
Objectives
- Understand the causes of potential conflict
- Utilise the tools and skills we have to reduce conflict
- Use debriefing as a mechanism to maintain staff resilience and wellbeing
- Discuss moral distress and how to cope
Designed for:
Anyone working in patient facing roles within practice.
Practice Index Training includes
- Our unique process
- Support for managers
- Specialist GP practice trainers
- Customised courses
