Staff Development

Conflict Management

Contributes 45 minutes to your CPD


(or included in your £37.99 yearly subscription)

Register to take course

Course Details:

This course investigates three well established sociological theories and takes an in-depth look at how to deal with difficult patients and colleagues.

The course, in respect of working with difficult patients, looks at general principles and techniques for keeping safe and the role of the patients’ advocate.

The course highlights handling difficult colleagues, unprofessional behaviour, personality conflicts and workplace bullying.

You will be presented with a short presentation followed by an assessment.

If you achieve 80% or more you pass the course and will receive a printable certificate to place in your CPD folder. If you do not pass, you will have the opportunity to review the content and take the assessment again when you feel confident.


This course aims to consider a range of ways that dental professionals can understand how communication might become confrontational and to identify aspects of confrontational responses, and the perception that influences reactions for a range of challenging behaviours.


Learners will be able to: 

  • Manage angry responses by people.
  • Maintain a respectful, assertive person in response to confrontational responses by other people.
  • Give empathetic responses to approach problems.
  • Build your internal coping mechanisms.

Learning Outcomes:

The learner understands:

  • Unacceptable behaviour.
  • How patients' stress responses affect the dental team.
  • How to respond assertively, offering practical help and support whilst knowing where to draw the line.