Aim
Ever replayed that conversation and wished you had handled it better? This workshop will look at practical techniques to help you achieve successful and positive outcomes with those difficult people and/or situations. Techniques learned are immediately applicable to your workplace.
This course shows participants how to achieve the win-win situation with their most challenging patients.
Who should attend the workshop
Learning outcomes
By the end of the workshop participants will:
- Understand why people may be difficult
- Be able to recognise and diffuse a situation before it starts
- Know how to choose when to be assertive
- Have more confidence when dealing with difficult people
- Have discussed situations you may face and how to deal with them in the future
- Have practised behaviours language to be used
- Know when to deal with the situation yourself
- Know when to pass the difficult situation on
Workshop format
The format will be informal and participative – everyone has an important contribution to make to the discussions.
A typical workshop will cover:
- Management theory and research input from the trainer
- Learning from our shared experiences
- Small group work to discuss and share ideas
This workshop can be run in-house. Please email info@generalpracticetraining.co.uk and we will be pleased to chat to you.
If working online, all participants will need access to a laptop or PC. Zoom joining instructions will be sent as part of the meeting invitations unless the organisation prefers to use its own video conferencing facility.
Feedback
It is always good to have a refresher course regarding interaction with patients as there are guidelines/changes in the way surgeries run or what they offer run change all the time, so it is important to relook how we can provide the services that will benefit the patients (November 2024)
This webinar was totally not what I was expecting! I thought we would be looking at didact ways of how to handle patients, instead we looked at why patients behave badly and emotional intelligence. It was a great session which I really enjoyed and gained a lot from. Thank you (September 2024)
I found some great advice on how to de-escalate a situation and prevent it from reaching that point in the first place and I also learnt about some great coping mechanisms. (July 2024)
It helped me to recognise that patients may have many reasons to be challenging and not to take it personally. (May 2024)
Great to hear other peoples experiences within the workplace and how it was dealt with (May 2024)