This session has been designed to equip front-line staff and healthcare professionals in General Practice with the skills and confidence necessary to provide exceptional customer service, navigate disputes, and effectively manage challenging conflict situations within practice environments.

Throughout the workshop, we will delve into the dynamics of patient-staff interactions, considering how and why conflicts may arise between staff members, patients, or their caregivers. Our primary goal is to provide delegates with practical strategies to address these challenges, enhance their communication skills, and foster a harmonious practice environment.

This workshop is highly interactive, encouraging participants to actively engage with the content. Delegates will have the opportunity to share their own experiences, challenges, and conflicts that they have encountered in their role. Our facilitator, who brings extensive experience from working on the frontline, will also contribute valuable insights to enrich the learning experience.

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.

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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.

  • Doctors

  • Nurses

  • Practice Managers

  • Healthcare Professionals

Workshop Outcomes

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

  • Understand the significance of attentive listening, timely responses, and appropriate action when handling complaints.
  • Gain clarity about the NHS Complaints Process and your responsibilities within it.
  • Identify common areas of complaints in practice settings and learn strategies to address them proactively.
  • Define and uphold standards that ensure the delivery of high-quality services and prevent complaints.
  • Elevate customer care skills through assertive communication techniques.
  • Manage difficult conversations effectively and prevent their escalation.
  • Recognise barriers to effective communication and learn how to overcome them.
  • Appreciate the positive impact of excellent internal communication on overall service delivery.
  • Enhance awareness of responses to various conflict situations and personality types.
  • Understand patient expectations, emotions, fears, and needs, allowing them to respond more empathetically.
  • Display enhanced confidence, motivation, and control when dealing with challenging situations and conflicts.

Slide handouts will be sent to delegates before this workshop and certificates of attendance are awarded after the workshop.

Workshop Agenda

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

Introduction and Understanding Patient Groups

  • Welcome and introductions
  • Workshop objectives and agenda overview
  • Importance of effective communication in primary care settings
  • Discussion on diverse patient groups served by your practices, including refugees, low-income individuals, and older adults
  • Challenges faced by staff in dealing with patient diversity and communication barriers
Dealing with Patient Negativity and Frustration

  • Understanding common sources of patient negativity
  • Techniques for maintaining composure and empathy
  • Highlighting the importance of patience, empathy, and cultural sensitivity
  • Introduction to the “HEAR” technique (Hear, Empathise, Apologise, Resolve)
  • Strategies for reframing negative situations
Effective Communication and Conflict Management

  • The 3 V’s of Communication
  • Importance of active listening in patient interactions
  • Open vs. closed questions for effective information gathering
  • Non-verbal communication cues and their impact
  • Introduction to assertiveness and its role in managing difficult conversations
  • Techniques for managing aggression and de-escalation
  • Role-playing scenarios for practicing conflict management
  • Tips for effective communication with diverse patient groups
BREAK
Listening Skills and Complaint Handling

  • Importance of active listening in patient complaints
  • Responding and acting on patient feedback
  • Overview of the NHS Complaints Process and staff responsibilities (including policy change since 1st July 2023)
  • Strategies for managing and avoiding complaints
  • Role-playing exercises for practicing active listening and response techniques
Resilience, Wellbeing, and Patients

  • Building resilience: Definition and achieving it
  • Identifying personal and team assets
  • Motivational factors for staff engagement
  • Techniques for maintaining wellbeing and work-life balance
  • Introduction to stress management and coping strategies
  • Encouraging patient feedback, engagement, and education
Summary and Q&As
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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.

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