This module focuses on the Dispute Resolution, Internal & External Disputes and Partnership Mediation issues that may arise in medical practice that are often difficult to deal with.

We will focus on the techniques to enable you to find it easier to collaborate with you partners. You learn how to make your teams more effective. You will develop the skills and the mindset o better manage the potential for both internal and external disputes and you will understand how to create a happier and more productive working environment.

The module will be delivered as an interactive session with practical guidance to enabling participants to map the techniques onto their own dispute resolution strategy for their practice. The Tips on managing potential disputes will provide useful guidance to enable participants to better manage – Internal & External Disputes, Partnership Mediation & Medical Negligence. Group work is provided on all aspects of the programme so that participants develop their understanding of the topics by interacting with colleagues.

At the PMA we pride ourselves on the understanding that one size doesn’t fit all and – therefore, we have various formats of our workshops and can adapt any programme / agenda to suit your local needs and necessaries – so, please get in touch to discuss your requirements.

Get in touch

Who should attend?

Don't miss opportunity to work with leading specialists in a series of full day workshops specifically focused on the ‘business’ aspects of General Practice.
  • General Practitioners

  • Practice Managers

  • Senior Practice Nurses

  • GP Administrator Managers


You will learn that if you want to operate an effective partnership and to build a better business culture you need to both utilise the skills and mindset of collaboration and to acknowledge and actively manage conflict.

Workshop Agenda

Below is an outline of the proposed agenda, if you have any questions please get in touch.


  • Introductory Story

  • Why if you want to collaborate you need to accept and actively manage conflict

  • What we will cover today

Collaboration in Action

  • Exercise

  • What is Conflict?

  • Examples of Conflict – Internal and External

  • Cost of Conflict

  • Who are Your Stakeholders?

Thin Veneer of Sociability

  • I.N. Model – Whatever is unspoken…

  • Parallel Conversations

  • Assumptions and Judgements – Ladder of Inference

  • Exercise

Collaboration – Building a Better Business Culture

  • 4 Cs of Collaboration

  • Setting Clear Values

  • A Living Contract

Skills and Tools

  • How to Say What Needs to be Heard – Speaking Exercises

  • How to Hear What Needs to be Said – Listening Exercises

A Framework for Success

  • What Supports a Collaborative Future?

  • A System for Conflict Management

Understanding Mediation

  • Managing Complaints from Patients

  • Managing Workplace and Partnership Issues

Understanding Mediation (continued)

  • Case Studies and Examples

Summary and 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

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 GP practices. 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