Managing Difficult Situations

A two-part interactive remote workshop to help you prevent predictable issues arising and equip you with the skills to manage conflict when it does occur. 

What does this course cover?

This two-part interactive workshop will give delegates the confidence and competence to prevent most difficult issues arising, and will equip them with the skills to manage conflict when it does occur.


The course is an interactive workshop and is $595+gst for 5 hours of CPD split in two sessions.

This course is suitable for anyone in practice (clinical or non-clinical team members) as we all face difficult situations at different points.

This workshop will be run on Zoom. You will need to have sound, vision and a mic on your device as all delegates need to participate throughout.

The first workshop session explores the bigger picture of process and people:


  • Where are the touchpoints on the customer journey that commonly cause issues?
  • What do good and bad experiences look and feel like?
  • Understanding the four aspects of difficult situations (you, the other person, patient and context)


Delegates then spend a week or so reflecting on learnings and refining their own practice, before returning for a second interactive online session. You will receive a personalised DISC report, highlighting unique innate communication preferences and styles so that you can tailor learnings to suit your own personality and circumstances.


In the second session we focus on handling the difficult situations when they do arise:

  • How to deliver effective communication
  • How to use tools such as KLARDOC
  • Show you how to spot patterns and modify behaviours in order to prevent and pre-empt issues


6 days ago


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