Working in a patient-facing role within a community pharmacy will place pharmacy staff in an environment in which they will have the opportunity to interact with a diverse range of customers and observe a rainbow of personalities and behaviours regularly. While most customer interactions are positive and straightforward, pharmacy staff occasionally encounter situations that could lead to conflict. Recognising and effectively managing these moments is essential for maintaining a safe, supportive, and professional environment for both staff and customers. To support IPU members managing these challenges, the IPU, in collaboration with conflict management experts at the International Centre for Security Excellence (ICSE), has developed a comprehensive eLearning course designed for all pharmacy staff. This course provides practical strategies and proven models for understanding, preventing, and de-escalating conflict in a community pharmacy setting.  

Why conflict happens and how to respond

Conflict is a natural part of human interaction, often arising from differences in values, needs, perspectives, or expectations. While conflict is sometimes viewed negatively, effective management can transform it into an opportunity for growth, improved relationships, and a healthier workplace culture. Addressing difficult situations promptly and appropriately helps prevent escalation, reducing stress and resentment among staff and customers.

Course highlights

This eLearning course comprises of two modules which aim to provide the pharmacy team with the skills and necessary tools to be able to recognise challenging situations, de-escalate them and seek support when needed. The highlights of this eLearning course are:

• Types of conflict: Explores the various forms of conflict that may occur in a community pharmacy, from miscommunications to more serious disagreements;
• Triggers and levers: Supports the identification of what sparks conflict and factors that can influence its escalation or resolution;
• De-escalation techniques: Presents practical approaches and communication strategies to defuse tense situations and ensure personal safety;
• Self-awareness: Supports self-assessment regarding each participant’s conflict management style and learn how to adapt the participant’s approach for different scenarios; and
• Tools and models: Gains access to proven frameworks and actionable tips to help you respond confidently and effectively when faced with challenging behaviour.

 

Additional information

• Flexible learning: The course is available online 24/7, allowing staff to complete it at their convenience. Learners can pause and resume as it suits them;
• Duration: Approximately 45 minutes to one-hour;
• Cost: €19 for IPU members, €27 for non-members; and
• Enrolment: To sign up or learn more, visit the IPU website under Professional Academy or contact academy@ipu.ie.

 

Why take this course?

By participating, pharmacy staff will:

• Build confidence in handling difficult interactions;
• Enhance communication and conflict resolution skills;
• Foster a safer and more supportive workplace; and
• Contribute to a positive experience for customers and colleagues alike.