Event: Conflict Management and Difficult Conversations in General Practice

Target audience: All members of the general practice team - from clinicians and reception staff to managers

Challenging conversations are an inevitable part of working in general practice. Whether with patients, colleagues, or external partners, these interactions can sometimes become tense or escalate into conflict. 

This focused training session gives practice staff the confidence and practical skills to handle difficult situations calmly and professionally while maintaining patient safety and supporting the organisation’s zero-tolerance approach to abuse. 

Through realistic scenarios and simple, effective techniques, participants will learn how to stay composed under pressure, use clear and respectful communication, and set professional boundaries when conversations become challenging.

Learning Outcomes

• Understand different types of conflict and why some conversations become difficult. 
• Apply strategies to manage challenging interactions effectively. 
• Stay calm and composed, managing responses under pressure. 
• Recognise early signs of frustration, anger, or aggression and defuse tension. 
• Use calming, respectful language to maintain rapport and uphold boundaries. 
• Respond appropriately when behaviour crosses zero-tolerance thresholds. 
• Protect personal wellbeing and maintain professionalism in all situations.

Dates Available:

• 5^th May 11-12:30 Register here
• 2^nd June 10-11:30 Register here
• 23^rd June 1-2:30 Register here
• 1^st July 1-2:30 Register here