Conflict on the Frontline

Suitable for:

Reception staff, but also applicable to other non-clinical staff

Course overview:

This course is particularly useful for reception staff to help them in dealing with conflict and difficult interactions with patients. It is also suitable for administrators and managers, and others in a direct patient facing role.

The aim of the course is to identify why problems arise; understand how conflict can make staff feel and give a template for de-escalation techniques. The course will also provide strategies on how to deal with situations that worsen; how to prevent future conflict and how to support staff after an incident.

Course format:

The course will be run via zoom – a joining link will be shared with you a few days before the event. We provide interactive sessions with between 3 and 12 delegates allowing opportunity for small group discussions. Please therefore ensure you can log in using your own device (rather than sharing devices with colleagues) with sound and video.


The course is fully funded however we do request a £10 donation per delegate to the Cameron Fund. The donation is optional – to book a place without making the online donation please contact us.


If you are unable to attend please consider whether your place can be used by a colleague. Late cancellations and DNAs are costly in terms of both finance and time – if you need to cancel please let us know at least 5 days before the course date.


31st May 2024  9.30am-11.00am FULLY BOOKED

27th June 2024  2.00pm-3.30pm

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