Conflict on the Frontline

GPM+ event

Thursday 13 February 2025

Views: 39

This is an afternoon event.

Times: 14:00 - 15:30

Suitable for:

Non clinical staff 

Please be aware that our courses have been designed with General Practice staff in mind, and they are delivered by facilitators with general practice backgrounds and experience. The Personal and Team resilience courses are transferable into other healthcare sectors, but please be aware that there may be specific references to General Practice scenarios. Our Systems resilience courses are not generally suitable for sectors outside of General Practice. Please contact us before booking if you have any queries about suitability.

Course overview:

This course is particularly useful for non clinical staff to help them in dealing with conflict and difficult interactions with patients. It is suitable for reception teams, administrators and managers, and others in a direct patient facing role.

The aim of the course is to identify why problems arise; understand how conflict can make staff feel and give a template for de-escalation techniques. The course will also provide strategies on how to deal with situations that worsen; how to prevent future conflict and how to support staff after an incident.

Course format:

The course will be run via zoom – a joining link will be shared with you a few days before the event. We provide interactive sessions with between 3 and 12 delegates allowing opportunity for small group discussions. Please therefore ensure you can log in using your own device (rather than sharing devices with colleagues) with sound and video.

Cost:

The course is fully funded for West Yorkshire practice staff (within West Yorkshire ICB) only, however, we do offer you the opportunity to donate £10.00 per delegate to the Cameron Fund. The booking process allows you to make a donation or not.

North Yorkshire & Humber practice staff will now be required to pay a course fee which has been subsided by GPMplus. These places are limited and are only eligible to be booked by staff working in an NHS practice, within Humber and North Yorkshire ICB

We now welcome staff from practices outside West and North Yorkshire and Humberside, as well as dentists, pharmacists and optometrists, anywhere within the UK. A course fee is applicable - please see below.

Cancellations:

Refunds - all bookings are non-refundable. If you provide at least 24 hour notice we can transfer the place to another staff member. If you provide at least 72 hours notice we can provide you with the course fee as a credit to use against future courses.

If you are West Yorkshire practice staff and are unable to attend, please consider whether your place can be used by a colleague. Late cancellations and DNAs are costly in terms of both finance and time – if you need to cancel please let us know at least 3 days before the course date.

Main contact

Name: Linzi Oldfield

Email: linzi.oldfield@yorlmcltd.co.uk

If you have any communication or mobility needs that the event organisers need to be aware of please contact them in advance of the course to let them know.