This 3 hour session is for all practice staff including Managers, Receptionists and others who work with and need to, handle disagreement and conflict in conversations within their role.

The course begins by fostering Conflict Style Recognition, empowering participants to identify and understand their own conflict-handling styles and those of others. This foundational knowledge serves as a basis for tailored conflict resolution strategies that suit individual approaches.

By the end of this course delegates will be better able to:

• Identify and recognise the styles of conflict-handling, in themselves and others.
• Isolate and plan for the development of critical individual behaviours
• Lead conflict conversations into a collaboration mode
• Apply a structured, step-by-step approach to joint problem solving when it is possible to anticipate the conversation
• Apply a tried and tested model for consistent planning and preparation for pre-arranged conflict resolutions
• Recognise and accommodate various behaviours in the other party; countenance and work with psychological as well as material needs.
• Reflect on and practise the key interpersonal “micro-skills” (questioning, listening, asserting, summarising, identifying actions) that constitute the collaborative approach