This course is particularly useful for reception staff to help them in dealing with conflict and difficult interactions with patients. It is also suitable for 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
• give a template for de-escalation techniques for anger and aggression

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.

North Yorkshire & Humber practice staff will now be required to pay a course fee which has been subsidised 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.

Click Learn More below for full details and booking.