Conflict Management

This course equips General Practice staff with the skills to recognise and manage early signs of conflict or aggression from patients or their relatives. Learn practical techniques to de-escalate challenging situations, improve communication and maintain a safe, respectful working environment.

Learning Outcomes -

• Understand common causes of conflict in a healthcare setting

• Explore effective communication methods and models

• Manage patient expectations when resources are limited

• Build confidence in handling patient queries and concerns

• Develop practical skills for delivering difficult messages

• Respond effectively to frustration, anger or distress from patients and relatives

• Overcome communication barriers and build rapport and trust

• Use active listening and body language to enhance communication

• Learn basic resilience and self-care techniques to support wellbeing

• Engage effectively with individuals who have additional communication needs