Practice Manager Masterclass 2018

Date25 October 2018
Duration1 day
Start Time09:30
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.


VenuePond Hotel , Great Western Road, Glasgow, G12 0XP
Maximum capacity42
Phone0141 337 3268
ContactDiana Lints
Faculty/DepartmentWest of Scotland Faculty

Course programme

09.00      Registration and coffee

09.30      Self confidence and resilience

10.55      Coffee break

11.10      Stress management

12.30      Lunch

13.30      Communications and emotional intelligence

14.45      Afternoon break

15.00      Mediation skills

16.15      Feedback and reflected learning

16.30      Close


  • Lunch
  • Refreshments
  • Wi-fi
  • Accommodation
  • Parking


Dr Val McGarrell of Prima Linea Training Associates

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