In tune or out of line? Creating practice harmony through brave conversations
16 May 2026
Practice Owners & Business Management Theatre
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Learning Content
Identify the root causes of difficult conversations and recognise patient and team triggers · Use communication tools to respond with clarity, empathy, and confidence · Train your team to handle challenging discussions consistently · Build listening skills to resolve issues early and maintain trust.
Aims
To recognise where potential complaints come from - To understand how to use preventative techniques to reduce issues and provide the right solutions - To strengthen communication and observation skills to support better outcomes for patients and the practice.
Learning Outcomes
- Understand why difficult conversations arise and identify patient and team triggers
- Develop communication tools that support clarity, empathy, and confidence
- Train your team to handle challenging discussions consistently and professionally
- Build listening and response skills to resolve issues early and sustain a positive practice environment
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