Webinar recording: How to manage difficult conversations in pharmacy

Essential viewing: tips from expert PDL & PSS panel on how to de-escalate strong emotions in patients, keep calm and stay safe in pharmacy

This webinar focuses on practical ways to deal with challenging patients and defuse potentially volatile situations in pharmacy. 

Our panel of experienced pharmacists are:

  • Georgina Woods, Professional Officer at PDL, clinical pharmacist at Lake Munmorah NSW
  • Gary West, Professional Officer at PDL, pharmacist
  • Kay Dunkley, Executive Officer at PSS, pharmacist

They share tried-and-tested methods to deal with difficult conversations in pharmacy. They look at several different types of situations faced by pharmacy staff and respond to questions from attendees.



This webinar is brought to you by the Pharmacists’ Support Service (PSS) in partnership with PDL and the AJP.  

More about the speakers:

Georgina Woods has been a registered pharmacist for over 20 years, and has enjoyed a broad range of roles within the industry, including in community pharmacy, hospital, education, consultancy, board membership, mentoring and examining. She is on the PDL NSW local advisory committee and is a Professional Officer for PDL. Georgina continues to work in community pharmacy, examines for the Pharmacy Board (AHPRA) and has been conducting Home Medication Review services since 2005. She is an enthusiastic advocate for the pharmacy industry with a keen interest in risk management, education and assisting colleagues in safe and professional practice.



 Gary West is a registered pharmacist with over 35 years of experience in the profession. Gary has been a community pharmacy owner, a locum pharmacist and a sessional practitioner at Griffith University School of Pharmacy, tutoring in professional practice courses. Gary has had a long-term involvement with intern training and assessment in Queensland. Gary is one of the PDL Professional Officers and is the Chair of the PDL local advisory committee for Queensland. His areas of interest include student and intern education and assessment, supporting and assisting pharmacists to engage in professional practice and managing complaints and notifications against PDL members. Gary was presented with the PSA(Qld) Lifetime Achievement Award in 2019.


Kay Dunkley is passionate about the health and well-being of health professionals.  After forging a career based in hospital pharmacy, Kay has over the years also been involved in roles providing services which support pharmacists and other health professionals.  These roles have included working for the Pharmaceutical Society of Australia (Victorian Branch), the Victorian Drug Usage Advisory Committee (VDUAC), the Victorian Medicines Advisory Committee (VMAC) and the Victorian Therapeutics Advisory Group (VicTAG). 

Currently Kay is the Executive Officer of the Pharmacists’ Support Service (PSS). This role has led to employment by AMA Victoria to establish and coordinate their Peer Support Service for doctors and medical students which is based on the PSS model.  At AMA Victoria Kay also coordinates the Peer Visitor Program matching elderly isolated doctors with volunteer visitors who are medical students or doctors.  In addition she shares the role of coordinating the doctor in training mentoring program at AMA Victoria.


 Missed the recent webinar ‘Mental health in the pharmacy profession: Q&A with Kate Carnell & Curtis Ruhnau’? Watch it here.


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