Description of this module

Conflits and Claims Management

Conflits and Claims Management


Objectives - With this training, the attendee should be able to:

  • Develop interpersonal relationship skills essential to a personalized service;
  • Learn how to manage in difficult situations and conflicts;
  • Learn how to argue effectively and without aggression;
  • Handle with complaints, enhancing the company's image;
  • Acquire attitudes and behaviors to avoid blockages and leave the conflict situations;
  • Develop skills for complaints management and turning them into loyalty opportunities.


  • Meaning of conflict
  • Types of conflicts and its dynamics
  • Causes and consequences of conflicts
  • Conflicts management
  • The role of leaders
  • Negotiating, preventing and resolving conflicts
  • Complaints
  • Expositive methods (oral exposure of the contents);
  • Demonstrative methods (pictures and videos displayed);
  • Active methods (case studies discussion and constant interaction with participants to consolidate the learned ideas and contents).
  • Final evaluation of the knowledge acquired by the learner;
  • Evaluation of the trainer, the training session and the training provider.
  • This training aims to involve all health professionals: pharmacists, technicians and pharmacy assistants, nurses and assistants, managers and supervisors who exercise their activity in the field of the pharmacy.
  • This training includes material to support the learning and an attendance certificate.