Practice Managers masterclass part 2

Date26 April 2018
Duration1 day
Start Time09:00
End Time16:30
AudiencePractice manager



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This insightful and practical one day training session aims to re-energise, increase self-confidence and offer a range of skills for all Practice Managers:

Module 1 - building resilience

  • what is 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?

Module 2 - 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.

Module 3 - emotional communication 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.

Module 4 - 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


The delegate fee includes all course material, refreshments and lunch

Venue25 Queen Street, Edinburgh, EH2 1JX
Maximum capacity25
Phone0203 188 7752
ContactFiona Paterson
Faculty/DepartmentSouth East Scotland Faculty

Course programme

09.00am  Registration and coffee

09.30am  Course starts

04.30pm  Course finishes


  • Lunch
  • Refreshments
  • Wi-fi


Val McGarrell

The training is provided by Prima Linea Training Associates, the only specialised training company to offer practical experience in addition to creative techniques and approaches for all members of the practice team (clinical and non-clinical) to aid communication, resilience and patient engagement.  All Prima Linea trainers have exceptional experience of working directly in general practice for many years, they understand the dynamic, pressured and ever-changing environment of a busy GP practice

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