Overview

Including managing conflict and dealing with difficult people & situations

This is a multidisciplinary interactive workshop providing staff with essential skills and techniques to deliver a professional service.

The course is suitable for all those involved in the provision of healthcare.

Content

• National Expectations:
• Care Quality Commission
• Commissioners
• the NHS Constitution
• Building Rapport
• Identifying different methods of communication
• Improving your communication skills:
• Face to face
• Over the telephone
• Personal impact, how do people perceive you?
• Managing conflict:
• Understanding your conflict style
• Why does conflict occur?
• Reflecting on conflict situations- could we have handled them better?
• Dealing with difficult people & situations

Aims & Outcomes

• Fully appreciate the importance of their role in providing an excellent service to patients and their relatives
• Know what excellent service is and how to deliver it
• Understand how they can contribute to the reputation of the organisation
• Develop effective communication skills when dealing with different types of personality
• Feel confident in using appropriate behaviour when dealing with challenging situations