In this Managing Conflict session, we consider how and why conflict may arise between the staff members and the patients or their carers around access to services, treatments, medication and prescriptions and consider ways to manage this.
The workshop will be interactive – delegates will be encouraged to share challenges and conflicts they have already encountered – our facilitators will also share their experiences from GP practice and pharmacy practice. Participants will have an opportunity to practice their skills in conflict resolution skills.
The programme is devised to look at why conflicts are likely to occur and how to support GP reception staff and pharmacy staff in managing conflicts that may arise:
Furthermore, learners will be given time to discuss some of the common problems that they regularly experience or expect to experience when implementing the guidance and to develop their customer care and conflict resolution skills, to network with their peers and to develop action plans that can be implemented in their workplaces.
Successful Conflict Management is reliant on the following principles:
All staff who wish to undertake the Conflict Management workshop:
All practices who wish to send staff to attend the Conflict Management session should:
13.00 | Registration |
13.15 | Welcome |
13.20 | Icebreaker |
13.30 | Learning objectives
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13.45 | Managing Conflict
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15.00 | Local & national policies on OTC medicines and how they may be a source for conflict |
15.15 | BREAK |
15.30 | Conflict 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. |
15.45 | Managing Conflict – Attendee Skills Practice Skills practice – assessing patient situations – critique from the room. The session will be very interactive. Participants will have an opportunity to practice their conflict resolution skills and will be given tips and techniques. |
16.40 | Revisit Learning Needs & Objectives |
16.50 | Questions & Summary |
17.00 | CLOSE |