Conflict Management

General Practice staff should be able to come to work without fear of violence, abuse or harassment from patients or their relatives. In most cases, patients will be appreciative towards those who treat them, but a minority of people are abusive or violent towards staff. The environment is busy and demanding and involves contact with a wide range of people in varying circumstances. Patients sometimes have unrealistic expectations of care and when these expectations are not met, a conflicting situation may arise.

Learning Objectives

• Causes of Conflict

• Communication methods and models

• How to manage patient expectations when resources are limited

• Increase confidence and skills to handling patient queries

• Practical skills around how to deliver a difficult message

• Build positive relationships and handle more challenging situations, with angry or simply frustrated and upset patients

• Overcoming barriers, building rapport and trust

• Communicate clearly and effectively.

Understand how communication works - Active listening & body language • Learn basic resilience and self-care techniques • Effectively engaging with those with additional communication challenge