This 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 help manage challenging conflict situations experienced in practice. We 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.

The workshop will be interactive – delegates will be encouraged to share challenges and conflicts they have already encountered – our facilitator will also share their experiences from GP practice. Participants will have an opportunity to practice their skills in conflict resolution skills.


  • Duration: 2 hours

  • Location: Online


By the end of the workshop delegates will be able to:

  • Recognise barriers to good communication.
  • See the importance of excellent internal communication and the positive effect this has on service delivery.
  • Enhance awareness of your response to different conflict situations and personality types and the effect this can have when dealing with challenging situations.
  • Manage and understand the expectations, feelings, fears and needs of the patients.
  • Exhibit more confidence, motivation and control when dealing with challenging situations and complaints.
  • Understand the difference between assertive, aggressive and passive behaviour.

Workshop Agenda

Below is an outline of the proposed agenda with sample timings. If you have any questions please get in touch.

Introduction, Objectives, Why are we here?
What the Patients think…

  • What do patients say?
Key Characteristics of Excellent Customer Service

  • First impressions
  • Last impressions

  • Face to face communication
  • 3 V’s of communication
  • Non-verbal communication
  • Great communication is …
  • Things to avoid
  • Professional touches
Listening for Success

  • Active listening
  • Open vs. closed questions
  • Context
  • Risk Assessment – developing a safe environment
  • Triggers
Models of Communication

  • Escalate or de-escalate
  • Managing difficult conversations
  • Escalating conflict – recognising the signs
  • Take action
  • Things to remember
Conflict Management – a skills practice session – scenarios 

Practical exercises that will require the attendees to think about a situation that they have previously encountered and to think about how they dealt with it and what they would do differently.

Final Q&A 
Get in touch

Contact the PMA now

If you would like more information about any of our workshops, the timings or adapting our programmes to your local needs / requirements, please call 0330 111 6459 or email

Please note that all workshops are delivered online as web workshop sessions – however, if you require face to face workshops, please get in touch and we will be happy to discuss this.

Get in touch

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