Dealing Positively with Patients (BE280110)

AvailabilityCourse has taken place
SubjectPractice Management
Description- Creating a positive image on the telephone: establishing best practice on the telephone - The difference between face to face conversation and the telephone: "it's not what you say, but the way you say it"; clarity on the telephone - Effective communication skills: summarising; active listening; using questioning skills to control conversations; using silence; using empathy - Dealing with demanding customers - strategies for handling these types of situations: "I need an appointment at 8.30am or 6.30pm"; "I need an appointment now"; "I am phoning on my mobile" - Practical exercises
VenueJohn Lister Postgraduate Centre, Slough - Berkshire - East  View details
Date & timeThursday 28 January 2010, 09:30 to 17:00
LecturerMigration  View details
Target audience

Recommended to all

Development outcomeNo development outcome
Course styleLecture
Core topicNo core topic
CPD hours6:00
Cost£15.00
Aims
  1. By the end of the course delegates will: - be able to state the key ways in which we communicate and how on the telephone, we need to be more effective due to the loss of a key communication medium
  2. - have established standards for good practice when answering the telephone
  3. - by using new strategies, handle demanding calls with more confidence
  4. - identify for themselves, where they wish to improve and what they already do well