Managing Difficult Conversations - for Practice Managers and Reception/Admin Teams


Following on from several requests we have received from practices looking for training to support the difficult conversations Practice Managers and Receptionist teams face daily, the Kent and Medway Training Hub are pleased to confirm this training is now available for February and March 2022.


Kent and Medway CCG have teamed up with the Training Hub and Steps drama group to fund 4 separate dates for this virtual 2-hour training session. There are 2 dates available for Practice Managers and 2 dates available for Reception and Administrative teams you only need to attend 1 of these sessions. Reception and Admin teams: Wednesday 23 February, 1-3pm Sign up here: https://www.eventbrite.co.uk/e/managing-difficult-conversations-for-practice-receptionadmin-staff-tickets-249162942067 Thursday 24 March 2022, 1 - 3pm Sign up here: https://www.eventbrite.co.uk/e/managing-difficult-conversations-for-practice-receptionadmin-staff-tickets-249330061927 Partnering with Steps Drama - The session is aimed at Practice Reception/Administrative staff and will include drama scenarios that reflect the kind of situations you face on a daily basis. The session provides an opportunity for the group to discuss and explore how to handle these situations effectively and; • 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 support. We also ask that for the Reception and Administrator dates, only 2 receptionists/administrators per practice book a place on either session to allow as many practices as possible across Kent and Medway to experience this first round of training. We hope to offer additional dates shortly. Practice Managers: Thursday 24 February, 1-3pm Sign up here: https://www.eventbrite.co.uk/e/managing-difficult-conversations-for-practice-managers-tickets-249334104017 Wednesday 23 March 2022, 1 - 3pm Sign up here: https://www.eventbrite.co.uk/e/managing-difficult-conversations-for-practice-managers-tickets-249342067837 Partnering with Steps Drama - The session is aimed at Practice Managers and will include drama scenarios that reflect the kind of situations you face on a daily basis. The session provides an opportunity for the group to discuss and explore how to handle these situations effectively and; • 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 support.