Medical Business Services

Dealing with challenging behaviour of your patients as well as staff and others is one of the most anxiety inducing aspects of the practice management role.
At the heart of managing these situations well is confidence and competence in your communication style and techniques.
Come and join us for this immersive course to provide you with the skills needed to excel.

Session 1

The first session is a live training webinar (Zoom) - you will receive a calendar invite

Module outline:

• Types of behaviour
• Managing service complaints & grievances
• Mistakes, errors & near misses
• Managing escalating aggression
• Assault
• Zero tolerance policy
• Communication strategies
• Listening effectively & processing information
• The role of emotional intelligence
• Medicolegal considerations

Session 2

Dealing with Challenging Behaviour & Communication Skills | Peer Learning Workshop brings together all the participants in this module for peer to peer learning.
You will explore how you communicate in YOUR practice and discuss the challenging behaviours you have encountered, as well as how you have dealt with difficult behaviours encountered.
This session is a practical one where you can explore further strategies and develop your further learning approach.
You will participate in a small group (no more than 5 participants) so that you can each share your stories.
A key focus of this session is peer networking and building trusted relationships with your colleagues. This helps to build your network of expert advisors.

Session 3

Your individual 30 minute coaching session
You will be provided with a link to book a date/time for a one-on-one session.
We will explore how you have started to implement the knowledge you have gained and set practical steps for next actions.
Come with you questions, issues, concerns and challenges to explore further.