➡️Introduction

Staff in healthcare often have encounters with patients who can be challenging or difficult. There are many reasons why patients may
present this way, but there are also several tactics for improving the situation and having a productive relationship.
This workshop will look at practical techniques to help you achieve successful and positive outcomes with those difficult people and/or
situations. Techniques learned are immediately applicable to your workplace and you will leave with the confidence that you know how
to achieve a win-win situation with even your most challenging patients.

Learning outcomes:
By the end of the workshop participants will:

• Understand why people may be difficult
• Be able to recognise and diffuse a situation before it starts
• Know how to choose when to be assertive
• Have more confidence when dealing with difficult people
• Have discussed situations you may face and how to deal with them in the future
• Have practised behaviours language to be used
• Know when to deal with the situation yourself
• Know when to pass the difficult situation on

This course is suitable for: all GP surgery staff.

💷Fees

£65 Members / £110 Non Members