Conflict Management And Resolution

Conflict Management And ResolutionAims and Objectives

  • To learn and discuss strategies for dealing with conflict, including dealing with aggressive, confrontational patients/clients.
  • To have an understanding of why patients/clients get annoyed
  • To recognize signs of potential conflict
  • To be aware of your own reactions to conflict
  • To gain an understanding of practical ways to stay safe
Duration ½ day
Cost £89
Includes All course materials and certificate of attendance
Accreditation The Royal College of General Practitioners (RCGP) 3 CPD points awarded on completion.

Course Contents

  • Defining Conflict
  • Defining Resolution
  • Health and Safety Executive (HSE) Guide
  • Looking at different personality types
  • Why do patients/clients get annoyed?
  • Warning signs of potential conflict, what to look out for
  • Physical Abuse
  • Verbal Abuse
  • Communication barriers
  • Strategies for dealing with conflict
  • Practical tips to stay safe
  • Conflict with colleagues and how to manage it
  • The Silent Treatment

WHO SHOULD ATTEND?

  • Receptionists
  • Administrators
2018-05-22T07:53:59+00:00 May 4th, 2018|