This workshop is available in both English and Spanish

Managing Difficult Situations with Patients

This is a practical, intensive 2-hour training aimed at frontline professionals in private healthcare settings: nurses, healthcare assistants, and receptionists. Through self-awareness exercises, theoretical frameworks, and role-playing activities based on real-life scenarios, participants learn to identify their own emotional triggers, understand the causes behind challenging patient behaviour, and apply concrete strategies to handle the most common conflicts — from the anxious patient or the one who questions the professional’s competence, to complaints about waiting times, billing issues, or verbal aggression.

By the end of the session, your team will have tools in assertive communication, emotional validation, and escalation protocols that will enable them to respond with confidence and professionalism, protecting both the patient experience and the wellbeing of the professional themselves.

To ensure the highest quality of learning, groups are limited to a maximum of 20 participants in an interactive, in-person format. The training can be delivered at Sinews MTI’s facilities or at your organisation’s premises (travel expenses will be included in the final price).

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