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Record-Breaking Training Success: TTN Delivers the NHS’s Largest Online Conflict Management Session

At The Training Network, we are not usually ones to blow our own trumpet — but this time, we will make an exception.

On 10 July 2025, Lindsay Dubock, co-founder of TTN and conflict management expert, delivered what is believed to be the largest live online training session in NHS history — reaching over 250 delegates in a single sitting.

Commissioned by Hertfordshire and West Essex Training Hub, this landmark event formed part of a highly specialised eight-part masterclass series tackling conflict in primary care head-on. From managing aggression and resistance to maintaining professionalism under pressure, the course offers a deep dive into the everyday realities facing general practice teams — and equips them with practical strategies to navigate them with skill and confidence.

What Makes This Training Different?

Unlike generic off-the-shelf content, our conflict masterclasses are built specifically for general practice. Each session is designed to address real-world challenges with real-world solutions. The course explores everything from non-compliance and aggression to communication breakdown and burnout — all through the lens of empathy, professionalism, and resilience.

The feedback has been nothing short of phenomenal, and every single session through to March 2026 is already fully booked, with a waiting list in place.

What Does the Course Cover?

The full eight-part masterclass series includes:

  1. Understanding and Managing ‘Difficult Patient’ Behaviours
    Learn how to defuse tension, protect morale, and build trust with challenging patients.
  2. Effective Communication and De-Escalation Techniques
    Develop confident communication styles and spot early signs of conflict before they escalate.
  3. Handling Verbally and Physically Aggressive Patients
    Stay safe and professional in high-pressure situations with calm, confident strategies.
  4. Managing Non-Compliant or Resistant Patients
    Navigate refusal, frustration, and resistance with empathy and assertiveness.
  5. Working with Challenging Families
    Handle emotionally charged interactions with professionalism and composure.
  6. Dealing with Manipulative, Demanding, and Entitled Patients
    Set boundaries, stay in control, and manage expectations without conflict.
  7. Self-Care and Resilience in a Challenging GP Landscape
    Prioritise wellbeing, reduce burnout, and maintain emotional resilience.
  8. Listening and Self-Awareness in Conflict Resolution
    Build trust, improve communication, and respond to tension with emotional intelligence.

Thank You, HWE Training Hub

We would like to extend our sincere thanks to the entire team at Hertfordshire and West Essex Training Hub for their ongoing support, belief in this programme, and commitment to developing the people who keep the NHS running. This achievement is only possible because of your dedication.

Want to Bring These Masterclasses to Your Area?

If your team or Training Hub is interested in running this programme or joining the waiting list, please get in touch at mark@thetrainingnet.com.

Together, we are raising the standard of conflict resolution in primary care — one practice at a time.

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