The spoken word, make it your friend. Communication for the dental team (SW10-10-04-3)

AvailabilityCourse has taken place
SubjectCommunication skills
DescriptionThis course will look at how to communicate to our patient both face to face and over the telephone. This is often an area overlooked by practices. Staff are left to do their best.
VenueBuckerell Lodge Hotel, Exeter - Devon N & E  View details
Date & timeMonday 4 October 2010, 09:30 to 16:00
LecturerNeil Farnworth  View details
Target audience

Recommended to all

Development outcomeNo development outcome
Course styleLecture
Catering Meal
Core topic Not a core topic
CPD hours6:00
Cost£40.00
Aims

  

  • The workshop will provide delegates with a framework for handling telephone calls effectively.
  • Delegates will be able to analyse the language and common phrases which they use on the telephone and judge whether it is appropriate.
  • Improved communication skills.
  • Techniques for handling difficult patients
  • Use of positive language and techniques in communication and understanding.
Objectives
By the end of this workshop delegates will:
–        List elements of good telephone practice.
–        Structure pro-active telephone calls.
–        Identify negative messages which may creep into conversations and replace them with positive ones.
–        Understand the basics of face-to-face communication

Determine the appropriate level of questioning required for their role.