Managing difficult conversations - for Practice Managers

Kent and Medway ICB

A virtual 2 hour workshop (via MS Teams) looking at how to respond to and manage difficult interactions with patients and service users .

Partnering with Steps Drama - The session is aimed at Practice Managers and will include drama scenarios that reflect the kind of situations that we face on a daily basis, and provide space for the group to discuss and explore how to handle them effectively. The learning aims are:•	Be more confident in managing difficult conversations and situations•	Know what triggers emotional responses and being able to adapt your responses•	Understand and apply techniques on how to de-escalate conflict•	Know where to go for further supportNB. Whilst the session includes drama – you will NOT be asked to role play! The drama will be done by the Steps team. But you will be expected to participate and interact and (ideally) you will have your camera and microphone on during the session.

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Managing difficult conversations - for Practice Managers

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