“I am confident that my team will now be able to manage our Zero tolerance policy
more effectively ”.
Joanne Ferguson - Practice Manager
“Thank you, today’s course will make a big difference to how I work with certain
patients.” Tony Smith - Receptionist
“I now feel more confident and have several strategies to manage our more demanding
Christine Hagar - Practice Nurse
GP Practice - Conflict Resolution Training
GP Practice Staff as part of Protected Learning Time (PLT) training & development
Typical participants include: Doctors, practice staff, reception staff, nurses, practice
physiotherapists, support workers and care assistants
This course is designed to be delivered to GP practice staff in PLT (Protected Learning
Time) as part of their professional learning and development programme.
This conflict management training course will equip staff to de-escalate difficult
situations with customers. Participants will discover how the ‘conflict management
cycle’ can easily spin out of control, what the drivers are and how to re-balance
Many employees have to manage customers who interact with their organisation because
of necessity and not by choice; these customers often pose the greatest challenge.
Workplace conflict often causes employees to experience stress, which can become
destructive when employees do not have the necessary conflict management skills.
This course provides the conflict management tools and strategies that participants
can employ immediately to defuse conflict and achieve improved outcomes.