Effective Telephone Skills / Conflict Management Training

Effective Telephone Skills / Conflict Management Training

CPD Points 3 | Duration 3.5 Hours | £49.00 per delegate

Course Introduction

This course will equip medical receptionists / administrators with the skills to communicate effectively and compassionately over the telephone to worried patients and also to healthcare professionals. It will also look at how to manage conflict with patients both on the telephone and face to face at the reception desk, as well providing strategies for dealing with conflict when it arises within teams.

This course is ideal for busy medical receptionists / administrators, working in General Practice.

This course is accredited by the Royal College of General Practitioners

Course Aims

  • To develop effective telephone skills, including dealing with sensitive issues over the telephone when working in a medical setting
  • To recognise barriers to effective communication
  • To understand the importance of listening
  • To learn and discuss strategies for dealing with conflict, including dealing with aggressive, confrontational patients/clients.
  • To have an understanding of why patients/clients get annoyed
  • To recognise signs of potential conflict
  • To be aware of your own reactions to conflict
  • To gain an understanding of practical ways to stay safe

Course Content

  • The importance of having a good telephone manner
  • Addressing a caller correctly – things to avoid
  • Non – verbal communication
  • Recognise communication barriers
  • Telephone answering skills / role play
  • Taking messages / transferring a call
  • The importance of listening
  • Defining Conflict
  • Defining Resolution
  • Health and Safety Executive (HSE) Guide
  • Looking at different personality types
  • Why do patients/clients get annoyed?
  • Warning signs of potential conflict, what to look out for
  • Physical Abuse
  • Verbal Abuse
  • Communication barriers
  • Strategies for dealing with conflict
  • Practical tips to stay safe
  • Conflict with colleagues and how to manage it
  • The Silent Treatment

Who should attend / would be applicable?

  • Receptionists
  • Administrators

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