In today’s AI powered world, the need for soft skills, trust, emotional intelligence, and compassionate healthcare delivered with empathy has never been more important. Costs are rising, funding is tight, and patient expectations keep climbing. There’s never been a more rewarding, but challenging time to work in the healthcare sector. 

As a health or community service practitioner, you likely face conversations involving high stakes and high emotions on a regular basis, such as:

• Giving a patient "bad" news
• Managing an underperforming staff member
• Explaining budget cuts or dealing with service complaints
• Addressing misleading health information online

How do we approach these moments with grace, influence outcomes, and maintain critical professional relationships? Avoidance is a common default, but it risks deepening workplace resentment, eroding culture, and ultimately; impacting patient care.

What other strategies can we add to our toolkit? And how can we gain control without losing empathy?

Turning disagreement and conflict into an opportunity for innovation and creative problem solving is a skill we can learn and build at any stage of our healthcare careers. 

This interactive webinar will challenge and reframe your approach to conflict, equip you for tough negotiations, and assist you with optimising outcomes for all parties by looking beyond the fair 50/50 split mindset. 

Hear from a health and community service leader drawing experience from clinical practice, corporate governance, management and leadership development, and dispute resolution law.

Presented by: Peggy Huang FAICD, LLM, MBA

With over 15 years of experience across the primary health, hospital, rehab, community services, youth, aged care, mental health, disability, and education sectors, Peggy brings a deep, first-hand understanding of the daily communication pressures faced by frontline health and community service workers.

Primary health expertise: Peggy has a long history of working with Primary Health Networks as a clinician, board director, and Practice Support Officer providing direct and hands-on support to 60 General Practices with accreditation, practice management, digital health, and workforce development.

Leadership, management development, and workplace culture: Peggy has completed further training in mediation, conflict management, and negotiation. She has designed and delivered leadership courses across NSW and Australia, helping clinical and non-clinical leaders drive high-performing teams, and build healthy workplace cultures. 

Learning Outcomes:

1. Identify the types of conflicts common to modern healthcare and community service environments  
2. Describe the main types of ‘conflict styles’ and gain insights to your own default style 
3. Outline strategies to confidently steer difficult conversations in any setting 
4. Explain some common pitfalls in high-stakes communications, including assumptions, and hidden biases
5. Build strategies to enhance your communication, negotiation and influencing skills. 

Target audience: GPs, nurses, practice managers, practice staff, AHPs and community service providers

This live session is highly interactive, featuring real-time anonymous polling and activities. There are no breakout groups and you will not be required to share your audio and video. This webinar will NOT be recorded. Live attendance is required to gain access to the information/resources.

*Please note GP Registrars who wish to register for CPD events and do not have a member number will need to contact the CPD Department on 1300 986 991