This programme is ONLY open to reception and care navigation teams, administrative and clerical staff, practice managers and aspiring leaders, and non-clinical team members working in North East London.

Tuesday, 24 Mar 2026 – 9am- 12pm
Wednesday, 15 Apr 2026 – 1pm – 4pm

Registration Link: https://medtribe.com/courses/de-escalation-techniques-managing-difficult-conversations

The session focuses on recognising early escalation triggers, using effective verbal and non-verbal de-escalation techniques, and maintaining professional boundaries while remaining compassionate and calm. Training is grounded in realistic primary care scenarios and aligns with NHS values, staff wellbeing priorities, and CQC expectations around safety, responsiveness, and complaints management.

What participants will leave with:
• Increased confidence in managing challenging conversations safely and professionally
• Practical de-escalation techniques applicable to face-to-face, telephone, and digital interactions
• Clear understanding of escalation pathways, boundaries, and personal safety responsibilities