SWSPHN Webinar - Practice Manager CPD Meeting 'Dealing with Difficult People'

Aim:
An introduction to methods appropriate for dealing with difficult people in the General Practice setting for staff.

Learning outcomes:

• Determine the appropriate questioning methods to deal with a variety of patients under a range of circumstances.
• Avoid strategies and methods that are likely to produce negative experiences for patients and appropriately manage difficult interactions.
• Implement strategies to manage difficult patients through a range of communication, de-escalation and diffusion skills.