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DTSTART;TZID=Europe/London:20260817T130000
DTEND;TZID=Europe/London:20260817T160000
DTSTAMP:20261005T131327
CREATED:20260609T092905Z
LAST-MODIFIED:20260814T075324Z
UID:18195-1786971600-1786982400@pma-uk.org
SUMMARY:Customer and Conflict Management Virtual Workshop
DESCRIPTION:Customer and Conflict Management Virtual Workshop\n\nThis three-hour virtual workshop has been developed to support front-line staff and other health care professionals in General Practice to develop their skills and confidence to provide excellence in customer service and to better manage disputes and to help manage challenging conflict situations experienced in practice. \nWe will consider how and why conflict may arise between staff members and the patients or their carers around access to services\, treatments and other aspects of practices life and will consider and reflect on ways to manage this. \n\n\nThursday\, 22nd October 2026\nTiming: 1pm – 4pm \n£85.00 per person\nAfter registering\, you will receive a confirmation email containing payment details and joining instructions. \n\nRegister for this workshop here\n\n\nAgenda\n\n\n\n\n\nIntroduction\, Objectives\, Why are we here?\n\n\nKey Characteristics of Excellent Customer Service  \n\nFirst Impressions\nLast Impressions\n\n\n\n\nComplaints  \n\nUnderstand why we need to listen\nRespond and act (also at Practice level)\nNHS Complaints Process and your responsibilities & management of challenging patients\nMain areas of complaints in practices\nAvoiding complaints\n\n\n\n\nCommunications  \n\nFace to face communications\n3 V’s of Communication\nNon-verbal Communications\nGreat Communication\nThings to Avoid\nProfessional Touches\n\n\n\n\nListening for Success  \n\nActive Listening\nOpen vs Closed Questions\nContext\, include examples\nRisk Assessment – developing a safe environment\nTriggers\n\n\n\n\nConflict  \n\nEscalate or De-escalate\nManaging Difficult Conversations\nRecognising the signs\nAssertiveness\nTake Action\nThings to Remember\n\n\n\n\nUnderstand how to effectively communicate with patients  \n\nDifferent types of communication\n\nKey Characteristics of Excellent Customer Service\n\n\nDealing with demanding and aggressive patients\nUtilising feedback to make improvements\nEngagement and participation\nImprove patient education\nProviding excellent customer care\n\n\n\n\nQ&A\n\n\nClose
URL:https://pma-uk.org/event/customer-and-conflict-management-virtual-workshop/
CATEGORIES:S-Workshops
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BEGIN:VEVENT
DTSTART;TZID=Europe/London:20260818T080000
DTEND;TZID=Europe/London:20260818T170000
DTSTAMP:20261005T131327
CREATED:20260609T093059Z
LAST-MODIFIED:20260813T144758Z
UID:18212-1787040000-1787072400@pma-uk.org
SUMMARY:The next event as a test
DESCRIPTION:Customer and Conflict Management Virtual Workshop\n\n\n\n\n\n\n\n\n\n\n\n\n\n\nThis three-hour virtual workshop has been developed to support front-line staff and other health care professionals in General Practice to develop their skills and confidence to provide excellence in customer service and to better manage disputes and to help manage challenging conflict situations experienced in practice.\n\n\n\nWe will consider how and why conflict may arise between staff members and the patients or their carers around access to services\, treatments and other aspects of practices life and will consider and reflect on ways to manage this.
URL:https://pma-uk.org/event/the-next-event-as-a-test/
CATEGORIES:S-Workshops
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Europe/London:20260820T140000
DTEND;TZID=Europe/London:20260820T160000
DTSTAMP:20261005T131327
CREATED:20260721T093237Z
LAST-MODIFIED:20260813T144735Z
UID:18267-1787234400-1787241600@pma-uk.org
SUMMARY:Leadership & Change Management Virtual Workshop
DESCRIPTION:Welcome to the Leadership & Change Management Training Programme workshop designed to equip leaders with the skills and knowledge needed to drive organisational success and navigate the complexities of change. Throughout this workshop\, participants will explore various aspects of leadership\, from motivating teams to managing difficult conversations\, and learn how to implement effective change management strategies.\n\n\n\n\n\n\n\n\n\n\n\n\n\n\nWelcome and Introduction to the workshop\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\nSetting the scene  \n\n\n\nProgramme overview \n\n\n\nObjectives \n\n\n\n\n\n\n\n\nWhat is the role of the leader?\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\nWhat is leadership?  \n\n\n\nMotivating people  \n\n\n\nDelivering results  \n\n\n\nContinuous improvement \n\n\n\n\n\n\n\n\nStaff Development – Performance Management & Measurement\n\n\n\n\n\n\n\n\n\n\n\n\n\n\nSetting\, communicating and maintaining standards and expectations. \n\n\n\nManaging unacceptable conduct or performance. \n\n\n\nChanging staff behaviours. \n\n\n\nStaff development  \n\n\n\nSuccession planning \n\n\n\n\n\n\n\n\nCreating the right climate\n\n\n\n\n\n\n\n\n\n\n\n\n\n\nWhat does high challenge look like?  \n\n\n\nWhat does high support look like?  \n\n\n\nCreating the right relationships \n\n\n\n\n\n\n\n\n\nDriving high performance\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\nWhere do your individuals and teams stand on the Development curve?  \n\n\n\nWhat is the best approach (leadership style/behaviour vs development level)?
URL:https://pma-uk.org/event/leadership-change-management-virtual-workshop/
CATEGORIES:S-Workshops
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DTSTART;TZID=Europe/London:20260831T093000
DTEND;TZID=Europe/London:20260831T123000
DTSTAMP:20261005T131327
CREATED:20260609T093012Z
LAST-MODIFIED:20260813T144822Z
UID:18182-1788168600-1788179400@pma-uk.org
SUMMARY:HR & Employment Law Virtual Workshop
DESCRIPTION:Customer and Conflict Management Virtual Workshop\n\n\n\n\n\n\n\n\n\n\n\n\n\n\nThis three-hour virtual workshop has been developed to support front-line staff and other health care professionals in General Practice to develop their skills and confidence to provide excellence in customer service and to better manage disputes and to help manage challenging conflict situations experienced in practice.\n\n\n\nWe will consider how and why conflict may arise between staff members and the patients or their carers around access to services\, treatments and other aspects of practices life and will consider and reflect on ways to manage this.
URL:https://pma-uk.org/event/hr-employment-law-virtual-workshop/
CATEGORIES:S-Workshops
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