Conflict Management - Free Course

From June 26, 2019 09:30 until June 26, 2019 13:00
Categories: Receptionists, Pharmacists

Date: 26th June 2019

Time: 9.15 Registration 9.30 - 13.00


Exeter Court Hotel

Overview: Receptionists are the first point of contact in general practice for patients when it comes to their contact with the surgery – this can be for appointment making, treatment queries, ordering their repeat medications or when they have other prescription related query. Receptionists and administrative staff play a ‘hidden’, but crucial role in managing patient expectations.

Objectives:  In this Managing Conflict session, we consider how and why conflict may arise between the staff members and the patients or their carers around access to services, treatments, medication and prescriptions and consider ways to manage this.

The workshop will be interactive – delegates will be encouraged to share challenges and conflicts they have already encountered – our facilitators will also share their experiences from GP practice and pharmacy practice. Participants will have an opportunity to practice their skills in conflict resolution skills.

The programme is devised to look at why conflicts are likely to occur and how to support GP reception staff and pharmacy staff in managing conflicts that may arise:

  • Identifying conflict management in the GP practice
  • How to manage conflict and difficult behaviours
  • Skills practice in overcoming conflict
  • Local & national policies on OTC medicines and how they may be a source for conflict

Furthermore, learners will be given time to discuss some of the common problems that they regularly experience or expect to experience when implementing the guidance and to develop their customer care and conflict resolution skills, to network with their peers and to develop action plans that can be implemented in their workplaces.

Successful Conflict Management is reliant on the following principles:

  1. Robust protocols agreed by both clinical and non-clinical staff, which clearly outline the responsibilities of each and when escalation to a clinical member of the team is required.
  1. Continuing audit of activity and outcomes including complaints and significant or serious incidents.

Training Recommendations: all staff who wish to undertake the Conflict Management workshop:

  • Should be GP Practice staff or pharmacy staff and understand the course outcomes.
  • Will have to demonstrate how they have applied the skills and knowledge gained back in their workplaces and their work will be audited and monitored on an ongoing basis back in the practice.

Practice requirements: all practices who wish to send staff to attend the Conflict Management session should:

  • Commit to allowing the staff member time to attend the training course.
  • Ensure that robust protocols are developed and agreed by both clinical and non-clinical members of the team, which clearly identifies the responsibilities of each and when it is necessary for the non-clinical member staff member to escalate up to the clinical staff member.
  • Understand that implementation must be continually monitored, audited and significant or critical events reviewed, reflected upon and actioned appropriately.



9.15        Registration

9.30        Welcome

9.35        Icebreaker

9.45        Learning objectives

  • Overview of the Learning outcomes
  • Exercise - current levels of knowledge & delegates learning needs

10.00     Managing Conflict

  • What is conflict? 
  • What factors contribute to conflict? 
  • Why does conflict occur? 
  • Desired outcome Exercise - the areas for potential conflict in general practice 
  • Exercise - the signs of conflict
  • Verbal and non-verbal communication
  • Exercise - previous experiences of conflict 
  • Why communication breaks down and how to recognise this
  • How to resolve conflict
  • How to deal with difficult behaviours
  • The 'Parent - Adult - Child' model
  • What to do when conflict resolution doesn’t work

11.45     Local & national policies on OTC medicines and how they may be a source for conflict

12.00     BREAK

12.15     Conflict Management – a skills practice session

Practical exercises that will require the attendees to think about a situation that they have previously encountered and to think about how they dealt with it and what they would do differently.

12.30     Managing Conflict – Attendee Skills Practice

Skills practice – assessing patient situations – critique from the room. The session will be very interactive. Participants will have an opportunity to practice their conflict resolution skills and will be given tips and techniques.

13.00 CLOSE





  • Lyndsey Stanley

    Lyndsey Stanley

    Lyndsey Stanley is a Clinical Pharmacist and Non-Medical Prescriber who works as a Joint Clinical Lead delivering a community led anticoagulation service. Lyndsey manages a team of 25, comprising of clinical nurse specialists, pharmacists, pharmacy technicians and admin staff, who have in excess of 84,000 patient contacts per annum.  The service is in the process of expanding to take on an additional 4,000 patients.

    Lyndsey has played a fundamental part in designing and developing the service and the team, which saw patients moved out of the hospital setting so that all patients are now dosed face to face at the point of care in one of the 37 weekly clinics or in their own homes. The service has won awards for 3 consecutive years for collaboration and integration, quality and community service of the year.

    Lyndsey’s experience of primary care also extends to 10 years as a Senior Medicines Management Pharmacist, where she was extensively involved in developing practice prescribing plans, providing audits, medicines optimisation and medication reviews and running clinical education sessions for the multi-disciplinary team. Lyndsey recognised a need for Medicines Management training for GP registrars and as such developed an education session and supporting education pack for all new registrars.

    During her time in Medicines Management, Lyndsey was the Clinical Lead for Children’s Services wherein she identified a lack of provision for children moving out of the ADHD service in the children’s tertiary centre and worked with commissioners and providers in adult mental health to develop an adult ADHD service.

    In 2015, Lyndsey was a finalist in the Royal Pharmaceutical Society’s Pharmacist of the Year award.

    In her spare time, Lyndsey enjoys cycling and planning for the next family adventure with her husband and 3 young boys.