This 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.

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.

Thursday, 22nd October 2026

Timing: 1pm – 4pm

£85.00 per person

After registering, you will receive a confirmation email containing payment details and joining instructions.

Register for this workshop here

SPACER

Agenda

Introduction, Objectives, Why are we here?
Key Characteristics of Excellent Customer Service

  • First Impressions
  • Last Impressions
Complaints

  • Understand why we need to listen
  • Respond and act (also at Practice level)
  • NHS Complaints Process and your responsibilities & management of challenging patients
  • Main areas of complaints in practices
  • Avoiding complaints
Communications

  • Face to face communications
  • 3 V’s of Communication
  • Non-verbal Communications
  • Great Communication
  • Things to Avoid
  • Professional Touches
Listening for Success

  • Active Listening
  • Open vs Closed Questions
  • Context, include examples
  • Risk Assessment – developing a safe environment
  • Triggers
Conflict

  • Escalate or De-escalate
  • Managing Difficult Conversations
  • Recognising the signs
  • Assertiveness
  • Take Action
  • Things to Remember
Understand how to effectively communicate with patients

  • Different types of communication
    • Key Characteristics of Excellent Customer Service
  • Dealing with demanding and aggressive patients
  • Utilising feedback to make improvements
  • Engagement and participation
  • Improve patient education
  • Providing excellent customer care
Q&A
Close

SPACER

Register for this workshop here

SPACER

SPACER

  • Duration: 3 hours

  • Location: Online

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 enquiries@pma-uk.org

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

Join our vibrant community of over 50,000 today and benefit from our services

As a PMA member, you will benefit from regular news and updates on key issues and regulatory changes that affect you in your role. You will gain access to exclusive training and events that ensure you maintain currency of knowledge and skills. You will have the opportunity to meet and network with your peers from around the UK

Join PMA