Conflict Resolution 

This interactice session is aimed at people whose work involves dealing with patients, either face to face or over the telephone. The content will usually be tailored to suit the specific requirements of the customer and role of the worker, thus making it relevant for all that attend. It often includes all or some of the following:

• The importance of communication when dealing with potential conflict
• The triggers 
• How a difficult situation can escalate
• Recognising the signs of aggression developing
• Tips to assist in resolving conflict
• Human behaviour