Barnet Training Hub presents Customer and Conflict Management Training for Barnet Primary Care Non Clinician staff

Introduction

This half day workshop 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.

The workshop will be interactive – delegates will be encouraged to share challenges and conflicts they have already encountered – our facilitator will also share their experiences from GP practice.  Participants will have an opportunity to practice their skills in conflict resolution skills

There are 3 dates left of the 4 sessions being run

 They only need to attend one of the 3.5 hour sessions.

1 st Dec: 09.30am-13:00pm

3 rd Dec: 9.30am – 13.00pm

7 th Dec: 13:00pm – 16:30pm

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

❖ Recognise barriers to good communication.
❖ See the importance of excellent internal communication and the positive effect this has on
service delivery.
❖ Enhance awareness of your response to different conflict situations and personality types
and the effect this can have when dealing with challenging situations.
❖ Manage and understand the expectations, feelings, fears and needs of the patients.
❖ Exhibit more confidence, motivation and control when dealing with challenging situations
and complaints.
❖ Understand the difference between assertive, aggressive and passive behaviour.
Slides handouts will be provided to support this workshop and certificates of attendance are
awarded after the workshop.

Please see the flyer attached for all the details of course content.

To register your interest

Register your interest via eventbrite

https://www.eventbrite.co.uk/e/customer-conflict-management-dealing-with-difficult-conversations-tickets-204981143117

Any queries please do not hesitate to get in touch with Emily – barnet.cepnadmin@nhs.net

 

Event date ... 1st Dec 2021
Start time ... 09:30:am - 13:00:pm
Location ... Virtual
Location ... BTH