Handling ‘difficult patients’ and complaints (SW11-11-16-4)

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SubjectCommunication skills
DescriptionEver had one of those days where it seems as if every patient is grumpy and has something to moan about? Well, instead of throwing your hands up in horror and running away we can give you the skills to help you and help the patients. No more stress and arguments just smooth interactions and a ‘win/win’ outcome for both you and the patient. This workshop gives anyone who ever works behind a reception desk the skills to work with challenging situations while staying calm. We will present the difficult issues which face people dealing with patients in this way and reveal the skills which will dissolve and resolve the problems faced. There is no role play but there is a lot of enjoyment, information and techniques which can immediately be put into practice to make your working day even more rewarding!
VenueAlverton Manor Hotel, Truro - Cornwall  View details
Date & timeWednesday 16 November 2011, 09:30 to 17:00
LecturersCarol Brooking & Kit Maher  View details
Target audience

Recommended: Dental nurse, or Manager, or Receptionist

Development outcomeNo development outcome
Course styleLecture
Catering Meal
Core topic Not a core topic
CPD hours6:00
Cost£30.00
Aims
To give anyone who works behind a dentist’s reception desk the skills to handle difficult patient interactions and the complaints they bring.
Objectives
By the end of the course participants will:
Know the key skills needed to manage angry or upset patients
Be able to identify what to do if they can’t give the patient what they want
Understand how to resolve a problem so that both parties are satisfied