Investing in Practice Management Capacity

Date27 September 2017
Duration1 day
Start Time09:30
End Time16:30
TypeClassroom based



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Whilst we endeavour to provide a 'gold standard' service to all course participants, if you are registering less than 72 hours before the start of the event, you should be aware that some materials may not be readily available on the day and we may contact you with regards to catering arrangements.

This training session consists of 4 modules:

1.  Building self confidence and resilience

2. Stress management

3. Sensitive communications and Emotional intelligence

4. Mediation skills in management

VenueCurl Aberdeen, Eday Walk, Aberdeen, AB15 6LN
Maximum capacity25
ContactNorth East Scotland Faculty
Faculty/DepartmentNorth East Scotland Faculty

Course programme


Building resilience
What it resilience? It’s hard to define but we certainly know when we have lost it! In this insightful module we examine the impact of the demands of everyday work in the GP practice – demanding patients, demanding jobs, demanding targets – demand, demand demand! This pressure can chip away at our self-belief, competencies and confidence. How do we keep going day after day in the face of increasing expectations and growing demand? Can we build our own resilience and confidence levels to maintain our contribution without damaging ourselves?


Practical Everyday Stress management
Is it stress or pressure - what’s the difference? This module examines the signs of stress and causes/examples at work in the practice. We will uncover your stress levels and the contribution of the worry-cycle. We round off this unique module by looking at creative ‘at the desk’ ways to manage stress in a busy healthcare department – NLP, Timeline Therapy, Pranayama Breathing, Mindfulness and simple physical exercises we can practice everyday to keep us well.




Emotional Communications and Emotional Intelligence
Types and examples of sensitive communications – customers and staff. Expectations, emotions and impact. Skills in dealing with these in the busy environment and quick tips for building rapport and empathic listening. Uncovering my emotional intelligence, building up my levels of coping quickly and in a patient- centred way, dealing with emotive communication whilst being professional and self-protective.

Mediation Skills in Management
What is the anatomy of conflict and the principles and practice of mediation. Knowing how, when, why and where to use mediation. In this module we will have an introduction to the 5 stage mediation model and examine its usefulness in addressing 2-party disputes in the practice.

 Debrief and discussion





  • Lunch
  • Parking
  • Refreshments
  • Wi-fi


Dr Val McGarrell 

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