Breakdowns in communication and trust and ever increasing expectations of treatment and care can result in conflict. The impact on all those involved in terms of time and emotion can be enormous.This course is designed to help healthcare professionals understand how and why conflicts can arise between themselves and patients and their families, as well as what they can do to try and resolve them.Course contentHow to recognise the warning signs of conflict.Understanding the pathway of escalation.The impact of conflict on participants’ medical practice.Improving your personal approach to managing conflict and building resilience.Strategies and mediation skills for engaging with patients in order to avoid conflict.The mediation process and what it can offer.This course complements the Effective complaints handling in primary care course and Effective complaints handling in secondary care course. They are on consecutive days to make it easier for you to attend both courses if you would like to.Who should attend?Consultants/specialistsGPsHospital doctorsTraining grade doctors (GPST1-4 and ST1-8)Foundation doctors (F2 only)Practice managers*This course has been approved by the Federation of the Royal Colleges of Physicians of the UK for 6 category 1 (external) CPD credits.