Customer conflict management
All too often we are hearing and witnessing of challenging and difficult conversations on the frontline of general practice – and in some cases much worse. Sadly, this is now becoming an increasingly familiar occurrence. This is a practical session to help you develop the skills and confidence to provide excellence in customer service and to better manage disputes and challenging conflict situations experienced in practice. We will consider how and why conflict may arise in practice life and will consider and reflect on ways to manage this.