Workshop Objectives

A practical half day workshop for front-line primary care staff on recognising escalating interactions, using de-escalation strategies, and managing challenging conversations safely, compassionately and professionally.

Delivery approach

Trainer-led presentations, facilitated discussion, peer learning, practical exercises and personal action planning.

Workshop Price

We can deliver our workshops virtually or face-to-face and provide supporting course materials.

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Learning Outcomes    

  • Identify early signs of escalation and interpersonal stress.
  • Use calm, structured de-escalation techniques in practice.
  • Respond in a trauma-informed and professional boundary-aware way.
  • Escalate, document and reflect on difficult incidents safely.

Agenda

Start

  • Welcome and psychologically safe learning space 
    • Purpose, boundaries and relevance of conflict management in primary care
  • Understanding escalation and triggers
    • Behavioural cues and stress responses
    • Unmet need and common triggers
  • Core de-escalation techniques
    • Tone, posture, language, pacing
    • Environmental considerations
  • Managing difficult conversations
    • Responding to anger, distress, complaints
    • Challenge without inflaming conflict

Break

  • Trauma-informed communication
    • Avoiding re-traumatisation, maintaining dignity and recognising bias in response
  • Professional boundaries and escalation
    • Knowing limits, seeking support, safety planning and handover
  • routes
    Post-incident documentation and learning
    • Recording incidents neutrally
    • Supporting colleagues and capturing learning
  • Applied role-play practice
    • De-escalation and difficult-conversation scenarios from front-desk settings
  • Reflection and action planning
  • Questions and Close

End