Customer & Conflict Management

This module focuses on developing the communication and conflict-resolution skills needed to deliver excellent patient service and manage challenging situations effectively. 

Topics covered include:

• Principles of excellent customer service 
• Effective communication and active listening techniques 
• Managing patient complaints and expectations 
• NHS complaints processes and responsibilities 
• Recognising and managing conflict 
• De-escalation and difficult conversations 
• Using feedback to improve patient experience 

By the end of the module, participants will be equipped with practical techniques to enhance patient interactions and confidently manage challenging situations.   

Cost: £85.00 per workshop