Summary
The pilot session will explore why conflict happens and how to manage abusive situations.
Receptionists and managers working on the frontline in dental practices are invited to learn how to deal with patient abuse.
The popular Responding Well To Conflict training has been adapted for dental providers, and a pilot session will take place on Thursday, 23 April.
The training will help participants understand why conflict occurs, how to manage a situation when it occurs, and be better equipped to deal with the psychological impact of being on the receiving end of patient abuse.
The Responding Well To Conflict training has been delivered to hundreds of non-clinical colleagues in general practice, as part of the GP Excellence Programme.
The content has now been tailored for dental practices as part of the Dental Excellence Programme, managed by Greater Manchester Dental Provider Board (DPB).
The pilot session will help inform further development of the training for dental colleagues.
During the two-hour session, participants will explore:
- Why conflict is increasing
- Recognising avoidable and unavoidable circumstances
- Insight into clinically induced behaviours
- Understanding why conflict affects us personally the way it does
- The impact of stress, and the coping strategies that help
- Recognising the signs of escalation
- De-escalation techniques
- Signposting to further support
Book your place: Thursday, 23 April from 12pm to 2pm.
If you have any questions about this offer, please email the Dental Excellence team via.pcexcellence@nhs.net
