Customer & Conflict Management

Customer & Conflict Management Web workshop

About this event

This virtual 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.

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

• Understand why we need to listen, respond and act on complaints
• Be clear about the NHS Complaints Process and your responsibilities
• Understand the main areas of complaints in practices
• Define standards to deliver high quality service to avoid complaints
• Enhance your customer care skills through assertiveness
• Appreciate how Difficult Conversations can escalate and be managed
• 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 conflict.

Slides handouts will be sent to delegates prior to this web workshop and certificates of attendance are awarded after the workshop.

This training will be delivered via Microsoft Teams. Invitations will be sent a few days prior to the event. Please check your emails (including spam/junk folders) carefully.

This training is only available to General Practice employees within Suffolk & North East Essex