Conflict, Complaints & Communications

Our Conflict, Complaints & Communications workshops are designed to help primary care teams build confidence in managing challenging interactions, resolving disputes, handling complaints professionally, and communicating effectively.

These practical, skills-based sessions equip delegates with the tools to de-escalate conflict, navigate difficult conversations, improve patient experience, and foster positive workplace relationships.

Delegates will gain techniques to communicate with clarity, empathy and impact, helping to create a more resilient, collaborative and patient-focused practice environment.

Topics covered include:

• Complaints Handling for Non-clinical Staff in Primary Care
• Customer & Conflict Management
• Effective Communication- getting your message across in all situations
• Enhancing Patient Interaction & Communication Skills for Primary Care Staff
• Managing Difficult Conversations
• Zero Tolerance for Primary Care Frontline Staff

For more information on the PMA workshops or to develop a bespoke programme for your organisation, please get in touch.