course information

aims and objectives

• To develop effective telephone skills, including dealing with sensitive issues over the telephone.

• To recognise barriers to effective communication

• To understand the importance of listening

course contents

• The importance of having 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

• Handling patients complaints

who should attend?

• Receptionists

• Administrators

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