This two-hour web workshop will explore different types of difficult conversations, how to manage these effectively and enable delegates to be in control of a difficult conversation at all stages of the interaction, so that they can achieve the desired outcome. Attendees will learn how to adapt conversation styles to suit a variety of behaviours types and situations that arise when dealing with sensitive or emotional issues, grievances or complaints, which have to be dealt with in a professional, polite and effective manner.
This programme will equip front line staff and other health care professionals in General Practice with skills and the confidence to manage difficult conversations, disputes and to better prepare them to deal with challenging conflict situations. We will consider how and why conflict may arise between staff members, patients or their carers around access to services, treatments and other aspects of practice life – and we will introduce strategies and toolkits that will help delegates tackle these head on.