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Handling difficult conversations Primary Care
Admin Staff

Improve staff retention and patient satisfaction with a single solution

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Retain your valued Admin Staff & Improve Patient experiences.

Difficult conversation skills

Training to develop your admin staff's ability to manage difficult patient conversations well.

Admin Staff Wellbeing

Training and group support to maintain wellbeing and engagement in their role.

Role engagement

We create a sense of professional identity and a community of practice between admin staff, across practices.  This is often missing for admin staff.


Provided FREE to Devon Practices by aimyourteam in partnership with Devon Training Hub

Upskill + Engagement = Retention

Certified training course

  • 3 hours (split into 20 min videos)

  • Role development

  • Key skills and approaches for managing difficult conversations with Primary Care patients

  • Self-care approaches

Role Engagement & Support

  • 1.5 hr admin peer support and training event (LIVE online)

  • Monthly admin themed newsletter

  • All led and developed by Chartered Psychologists & Coaches.

Evidenced Methods

Proven Impact

100% Satisfaction

Potential Benefits for your practice...


Better outcomes for staff and distressed patients


Less support burden on management


Admin support to reduce admin compassion fatigue


Peer learning opportunity from other admin staff


What your staff will get...

Part 1. Train
Difficult conversations course

FREE for Devon practices

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Online digital course + completion certificate

2 x Hours total duration, split into 20-minute themes

Developed by Clinical and Organisational Psychologists

Optional hardcopy handbook and sample scripts.

Topics covered

  • Core communication skills within clincial care professional context.

  • Supporting distressed patients

  • Responding to aggression

  • Handling complaints

  • Activating and using scripts in difficult scenarios

  • When and how to terminate communication

  • When to escalate a complaint

  • Personal coping and resilience strategies

Part 2: Support.
Facilitated peer support group.

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A Live online event FREE for your staff!

A 1.5 hour live support group  for admin staff who regularly experience aggression or abusive communications with patients, led by a Clinical Psychologist.

Support includes:

  • Professional skills training

  • Role support

  • Emotional support

  • Psychological debrief training

  • Peer support and peer support access development

  • Peer learning and networking

  • Groups for admin staff only.

Sign Your Staff Up Now

FREE for all Devon Practices

  • 'Training & Support' has been commissioned by the Devon Primary Care Training Hub for all Admin Staff in Devon based practices for the financial year 2022-2023.

  • Please register your practice here:


Practice / Admin Manager please register below. Please include your details, and your staff emails 

Not a Devon practice? Please use the button below. 


Hear It from Our Customers

it’s opened my eyes to the fact that there is more than one way to look at something...

Practice care navigator

FREE SUBSCRIPTION & loads of FREE resources

  • Free guidebooks created out of years of teams research

  • Free insight readings to your inbox

  • Free live events / webinar invites

  • Community early bird discounts to future courses

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100% "would recommend"

Trusted by...

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