3 Day Intensive Training Course
Attend individually for £295 + VAT or all three for £750 + VAT (Saving £135 + VAT)
Difficult Conversations Wednesday 13th September 2023
Difficult People Wednesday 27th September 2023
Conflict Management Tuesday 10th October 2023
This 3 day intensive training course will provide an effective guide to improving your communication skills. With each day focusing on difficult conversations, managing difficult people, and conflict and conflict resolution the course will empower you with the skills to deal with difficult issues and difficult situations within your everyday practice.
Day 1 - how to deal with and manage difficult conversations.
With a focus on telephone and virtual consultations with patients this masterclass focuses on dealing with difficult conversations, The event will focus on speaking to patients in distress, understanding where patient safety issues arise, and managing unhappy patients and complaints.
We will discuss strategies and tools to improve communication and interactions.
Day 2 - how to with difficult people.
Do you have someone at work who consistently triggers you? Doesn’t listen? Takes credit for work you’ve done? Wastes your time with trivial issues? Acts like a know-it-all? Can only talk about themselves? Constantly criticises?
We will discuss strategies and tools to improve communication and interactions with others.
Day 3 - conflict from how to manage different types of conflict through to conflict resolution
This course is aimed at all healthcare staff from frontline staff through to senior managers in dealing with conflict with colleagues, staff, clients and patients.
The following percentages of staff experienced at least one incident of bullying, harassment or abuse in the last 12 months: 26.7% …from patients / service users, their relatives or other members of the public 12.4% …from managers 18.7% …from other colleagues (All are an improvement from 2019 NHS staff survey!) The following percentage of staff experienced at least one incident of physical violence in the last 12 months: 14.5% from patients / service users, their relatives or other members of the public 1.4% from colleagues
Facilitator
The course is facilitated by Perbinder Grewal, a General & Vascular Surgeon, Human Factors & Patient Safety Trainer, and Emotional Intelligence Practitioner; leads on medical education both locally and nationally; Member of the Faculty of Surgical Trainers at the Royal College of Surgeons of Edinburgh; formerly lead for e-learning for healthcare for the Royal College of Surgeons of England; experienced trainer and coach who uses new insights to develop patient safety, staff engagement and psychological safety; has Postgraduate Certificates in Leadership and Coaching.
