Positive Telephone Language (SW10-05-25-1)

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SubjectCommunication skills
DescriptionWorkshop outline - We start the course by examining a popular communication skills model and looking at the difference between face-to-face communication and the use of the telephone. We explore the use of language and consider the importance of listening to patients during the telephone conversation. Delegates will learn how to prevent negative signals from creeping into conversations. The workshop provides the opportunity to discuss tools and techniques which work in other practices and we encourage delegates to share their positive experiences. During the afternoon session we use practical exercises to help delegates to plan for incoming and outgoing telephone calls. Practice sessions will help to reinforce delegates learning particularly in terms of questioning and listening skills. What should I expect to gain from the day? The workshop will provide delegates with a framework for handling telephone calls effectively. • The ability to analyse the language and common phrases which are used on the telephone. • Improved communication skills.
VenueAlverton Manor Hotel, Truro - Cornwall  View details
Date & timeTuesday 25 May 2010, 09:30 to 17:00
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£30.00
Aims
To develop our telephone skills in order that we can get our message across effectively and not be misunderstood.
Objectives
By the end of the course delegates will be able to:
 
 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.
 Determine the appropriate level of questioning required for their role.