Managing patient conflict for admin and reception teams in primary care

Taking place on Wednesday, 22 February 2023 between 9.30am and 11.30pm, this two hour, interactive course is intended for GP and dental practice reception and admin teams who deal directly with patients

Are you concerned about conflict with patients arising from the pandemic arrangements?

This course is intended for GP and dental practice reception and admin teams who deal directly with patients.

It is intended to compliment the three part course for practice leads (PMs, GPs and GDPs) - Managing conflict with patients - three part course and is a standalone version of session two which explores the skills required of front line staff. You can find out more details on these courses by clicking on the highlighted link.

This session encompasses guidance on strategies to prevent conflict escalating which typically involve effective deployment of interpersonal skills such as defusing and calming strategies, or team tactics to de-escalate and normalise a conflict situation.

Content will include:

  • Interpersonal and communication skills
  • Aggressive body language
  • Signalling non-aggression
  • Defusing and calming strategies
  • Active listening
  • Winning trust
  • High risk situations – confronting unacceptable behaviour
  • Exit strategies

This course is led by MDDUS risk adviser, Alan Frame.

Upon completion, a certificate detailing two hours of verifiable CPD will be provided by MDDUS to all attendees.

Course Fee: 

MDDUS Member: £48
MDDUS Member - additional place (s): £30
Non-MDDUS Member: £70

**To book your place, please click here


To take part in this workshop:

  • You must be able to access and join a Zoom meeting from whatever device you choose to use.
  • Participants require a PC or laptop which has either a webcam and microphone integrated (or attached). Alternatively delegates can use a tablet/phone (although some functionality may be unavailable and you may not be able to see all delegates).
  • Participants must be willing to share their names and webcam with other participants whilst attending the workshop.
  • The Training & CPD team at MDDUS will email you joining instructions to attend the course of your choice a few days before the event.  

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