Managing Difficult Situations

A two-part interactive remote workshop to help you prevent most issues arising and equip you with the skills to manage conflict when it does occur.


This workshop has two separate parts, each delivered via Zoom approximately a week apart. You will need a device with good sound and a camera.

In-person workshops are also available to book for your practice team.

The first workshop session explores the bigger picture of process and people:

  • Where are the touchpoints on the customer journey that commonly cause issues?
  • What do good and bad experiences look and feel like?
  • Understanding the four aspects of difficult situations (you, the other person, patient and context)

Delegates then spend a week or so reflecting on learnings and refining their own practice, before returning for a second interactive online session. You will receive a personalised DISC report, highlighting unique innate communication preferences and styles so that you can tailor learnings to suit your own personality and circumstances.
In the second workshop we focus on:

  • How to deliver effective communication
  • How to use tools such as KLARDOC
  • Show you how to spot patterns and modify behaviours in order to prevent and pre-empt issues

This two-part interactive workshop will give you the confidence and competence to prevent most difficult issues arising, and will equip you with the skills to manage conflict when it does occur.

You’ll also receive a personal DISC report, included in the workshop fee of £330+VAT

Small group, maximum of 8 delegates, total 5 hours CPD – interactive style workshop.