Conflict on the Frontline
Wednesday, 24 June 2026 09:30 - 11:00
Course title: Conflict on the Frontline
Course summary: This practical course is designed to support reception and patient-facing staff to manage challenging interactions.
Course aims and objectives:
You will learn about:
- why problems arise.
- how conflict can make staff feel.
- a template for de-escalation techniques for anger and aggression.
- strategies to deal with situations which worsen.
- preventing future conflict.
- supporting staff after an incident.
Who should attend?
This course is particularly for receptionists but is suitable for anyone working in a patient-facing role in primary care across the UK.
Please be aware that our courses have been designed and are delivered by facilitators with general practice backgrounds and experience. Please contact us before booking if you have any queries about suitability.
Feedback on the best aspect of this course
“Very informative & sensitive to staff. Friendly & approachable - seems rare to see this approach especially to admin staff.”
Course Format
This training will be run over Zoom, a joining link will be shared with you a few days before the event.
To participate you will need to install Zoom on your device, and ensure it has a working microphone, speaker, and camera.
It will be an interactive session, allowing opportunity for small group discussions.
Zoom help: https://support.zoom.com/hc/en
Cost
Our courses are now available to all practice staff across the UK. A course fee is applicable - please see below.
Cancellations
All bookings are non-refundable.
If you are not able to attend, you must let us know 5 working days beforehand. Every attempt will be made to move your booking to an alternative course or date (subject to availability). Alternatively, we may issue you with a course credit to use against future courses.
| Price tier | Amount |
|---|---|
| North Yorkshire and Humber Practice Staff | £70.00 |
| West Yorkshire Practice Staff | £70.00 |
| Practice Staff NOT in West Yorkshire or North Yorkshire/Humberside | £99.00 |
| Dentists, pharmacists & optometrists | £99.00 |
