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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

Date and Time

There are currently no dates scheduled for this course, to enquire about availablity or a bespoke session please contact us

Frequently Asked Questions

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Frequently Asked Questions

Book Now Call 01661 844327 to make a telephone booking

3.5 Hours | £49.00 per Candidate

There are currently no dates scheduled for this course, to enquire about availablity or a bespoke session please contact us

Enquire about availabilty


Don't see the dates you want? Would you like this delivered at your location?

If you wish to arrange this training on a bespoke basis please get in touch to get an exclusive deal. Pricing is tailored to the client and is based on your individual training requirements.

We believe in making our bespoke booking process as straightforward and simple as possible. Once you contact us we will begin the planning process and liaise with your team to secure dates, from there we put together your training course and provide registration and course evaluations. Our team is on hand to help and advise at any point throughout the bespoke process.

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