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Conflict Resolution Training for Receptionists working in Wiltshire CCG - FOUNDATION SESSION

Wessex LMCs Ltd LEaD Account event

Wednesday 24 October 2018 at Trowbridge Rugby Football Club

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This is an afternoon event.

Times: 12:30 - 15:30

Food is provided at this event.

Wiltshire CEPN (Community Education Provider Network) has developed an initiative with Wessex LMCs to fully fund training for front line staff in their GP surgeries.

This FREE training is available to 2 receptionists/administrators per practice to enable them to learn techniques to manage patients and their demands, share best practice and increase team work and networking across all our Wiltshire practices.

All receptionists are encouraged to complete the Conflict Resolution e-learning module from “e-learning for Health” before attending their first session.

Following the completion of the e-learning, the receptionist can attend a foundation session followed by a follow-up session a few weeks later.



Foundation Session

Aims of the session:

The delegates will

  • know the common causes for difficult behaviour

  • know the attitude and behaviour required to deal with conflict

  • know how to remain calm and using calming techniques in difficult situations

  • be able to describe using assertiveness in difficult situations

  • be able to use the learned techniques in person and on the telephone


Course Content

  • Difficult Behaviours

  • The Right Attitude & Behaviour

    • Incl using empathy (especially dealing with bereavement) and understanding your behaviour

  • Being Assertive

  • Dealing with Violence

  • Being Proactive

  • Procedures within my practice

    • How, when and to whom to escalate


At the end of this session, the delegates will write an action plan to work on before the next session when they will be able to discuss it.



Trowbridge Rugby Club

Wed Oct 24th 2018, Click here to book:

Foundation Session

(12.30 lunch 1pm -3.30pm)

Thurs Nov 29th 2018, Click here to book:


Follow-up Session

(12.30 lunch 1pm -3.30pm)

Location details

Trowbridge Rugby Football Club
Doric Park, Hilperton, Trowbridge, BA14 6JB

Is the training accessible to wheelchairs? Yes

Main contact

Name: Joanna Welch


Phone: 023 8025 3874

If you have any communication or mobility needs that the event organisers need to be aware of please contact them in advance of the course to let them know.


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