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For Reception staff

Customer Services Training & Handling Difficult Situations Training

 

There are still some places available to all frontline staff that runs until Sep 21 2022. The Training will be delivered via Zoom.

Please see details below:

Please Note – All Booked attendees will receive a Zoom Link to attend the training prior to the event

CUSTOMER SERVICE (3 hours)

Activities will include:

  • Personal impact
  • Questioning & Listening
  • Managing telephone calls
  • Dealing with vulnerable patients
  • Empathy & Confidentiality
  • Being clear and concise

Eventbrite Booking : https://www.eventbrite.co.uk/e/275257270907

 

HANDLING DIFFICULT SITUATIONS  (2 hours)

Activities will include:

  • Personal impact
  • Managing conflict and difficult patients
  • Resilience – developing coping strategies

Outcomes of the sessions:

  • An understanding of what makes for a good patient experience.
  • Knowing how you communicate now – what works and doesn’t work
  • Doing more of what works – especially the stuff that’s uniquely you!
  • How to handle a difficult patient or situation
  • Improved questioning and listening skills

Eventbrite Booking: https://www.eventbrite.co.uk/e/275471682217