Audience: Administration and Reception staff
This workshop is designed to provide delegates with the knowledge and skills they require to make a positive impact at work. The workshop will look at all aspects of communication between the practice and the patients and will cover positive communication in a variety of ways. Delegates will look at assertiveness, good telephone techniques and using positive language and body language. All of these aims to reduce the potential for communication failure and the disruption this can bring.
The topics that will be covered include; • The importance of communication • Communication barriers and breakdowns • Communication and good customer service • Positive language • The NHS Zero Tolerance campaign • Communication with the telephone • Assertiveness at work • Dealing with unhappy patients • Saying No • Assertive Body Language • Assertiveness techniques
Course Provider: First Practice Management