Patient Facing Skills 1 - Dealing with Confrontation in the NHS

The session lasts for two-hours and is written to meet the outcome by helping staff members to Respect and involving people who use services.

This may seem like a catch all and is not over defined in the outcome so I have chosen to fulfill this requirement as follows:

Firstly, we look at how the process is not the thing that governs whether we are effective in meeting this requirement.

Secondly, we consider how each individual staff member views the world around them.

Thirdly, we look to understand how we group those that we meet on a daily basis and how these groups do not fully describe the members of each group.

Fourthly, we consider how emotion affects out interplay with others in what can be a difficult environment.

Fifthly, we introduce some key communication skills.

Finally, we look at what happens with things do not go to plan and we end up with potential conflict.

All of this looks to create a culture of respects and involvement in order to cover the key areas of Care, Compassion, Competence, Communication, Courage, Commitment

Please note when reading the above that the session is delivered in a relevant and often humorous way that looks to get the team members on side in the learning process.