Managing conflict

Practice Managers Association
Delivery Method: Face-to-face

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:

  • Identifying conflict management in the GP practice
  • How to manage conflict and difficult behaviours
  • Skills practice in overcoming conflict
  • Local & national policies on OTC medicines and how they may be a source for conflict

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:

  1. Robust protocols agreed by both clinical and non-clinical staff, which clearly outline the responsibilities of each and when escalation to a clinical member of the team is required.
  1. Continuing audit of activity and outcomes including complaints and significant or serious incidents.

Training Recommendations

All staff who wish to undertake the Conflict Management workshop:

  • Should be GP Practice staff or pharmacy staff and understand the course outcomes.
  • Will have to demonstrate how they have applied the skills and knowledge gained back in their workplaces and their work will be audited and monitored on an ongoing basis back in the practice.

Practice requirements

All practices who wish to send staff to attend the Conflict Management 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.
  • Understand that implementation must be continually monitored, audited and significant or critical events reviewed, reflected upon and actioned appropriately.


13.30Learning objectives
  • Overview of the Learning outcomes
  • Exercise – current levels of knowledge & delegates learning needs
13.45Managing Conflict
  • What is conflict?
  • What factors contribute to conflict?
  • Why does conflict occur?
  • Desired outcome exercise – the areas for potential conflict in general practice
  • Exercise – the signs of conflict
  • Verbal and non-verbal communication
  • Exercise – previous experiences of conflict
  • Why communication breaks down and how to recognise this
  • How to resolve conflict
  • How to deal with difficult behaviours
  • The ‘Parent – Adult – Child’ model
  • What to do when conflict resolution doesn’t work
15.00Local & national policies on OTC medicines and how they may be a source for conflict
15.30Conflict 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.

15.45Managing 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.

16.40Revisit Learning Needs & Objectives
16.50Questions & Summary
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