Customer service and managing conflict workshop

Practice Managers Association
Delivery Method: Face-to-face

The workshop will be interactive – delegates will be encouraged to share challenges and conflicts they have already encountered – our facilitator will also share their experiences from GP practice. Participants will have an opportunity to practice their skills in conflict resolution skills.

  • By the end of the workshop delegates will be able to:

  • Identify current gaps in customer service delivery and areas for improvement.
  • Recognise barriers to good communication.
  • See the importance of excellent internal communication and the positive effect this has on service delivery.
  • Recognise their own personality style and those of your colleagues, patients and other customers.
  • Enhance awareness of your response to different conflict situations and personality types and the effect this can have when dealing with challenging situations.
  • Manage and understand the expectations, feelings, fears and needs of the patients.
  • Exhibit more confidence, motivation and control when dealing with challenging situations and complaints.
  • Understand the difference between assertive, aggressive and passive behaviour.

A workbook and guidance notes and will be provided to support this workshop – and delegates will receive a useful summary of the day with further notes of the key messages of the day.

Certificates of attendance are awarded after the workshop.

Training Recommendations

All staff who wish to undertake the workshop:

  • Should be GP Practice staff and understand the course outcomes.

Practice requirements

All practices who wish to send staff to attend the session should:

  • Commit to allowing the staff member time to attend the training course.
  • Ensure that robust protocols are developed and agreed by both clinical and non-clinical members of the team, which clearly identifies the responsibilities of each and when it is necessary for the non-clinical member staff member to escalate up to the clinical staff member.

Agenda

09.15Introduction, objectives and why are we here
09.20 What the Patients think
  • What do patients say?
09.30Recognising great service
09.45Key Characteristics of Excellent Customer Service
  • First Impressions
  • Last Impressions
10.00Communication
  • Face to face communication
  • 3 V’s of communication
  • Non-verbal communication
  • Great communication is …
  • Things to avoid
  • Professional touches
10.30 Listening for Success
  • Active listening
  • Open vs. closed questions
  • Context
  • Risk assessment – developing a safe environment
  • Triggers
11.00BREAK
11.15Models of Communication
  • Betari Box
  • Escalate or de-escalate
  • Managing difficult conversations
  • Escalating conflict – recognising the signs
  • Take action
  • Things to remember
11.45Conflict Management – a skills practice session

Practical exercises that will require the attendees to think about a situation that they have previously encountered and to think about how they dealt with it and what they would do differently.

12.15Final Q & A
12.30CLOSE
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