Communications, Customer Service and Dealing with Challenging Behaviours

Who is this course designed for?

Managers Receptionists
Nurses Doctors
Administrators

Communications, Customer Service and Dealing with Challenging Behaviours – half day course

Good customer care is becoming increasingly important in modern day General Practice. With the introduction of Active Signposting, excellent communication skills need to be a fundamental foundation skill of all non-clinical staff within Primary Care. This course will cover many issues in relation to customer service and communications in a fun and interactive way, using an actor workshop and real life scenarios from GP practice. The delegates will learn about communication skills, behaviour patterns and how to establish a patient centred service within their practice.The main training resource will be audio telephone calls between a receptionist and a patient.

This course supports the communication skills needed for Bronze Level Active Signposting in General Practice. Delegates will have access to relevant and up to date documents, videos and links on the CMT Clarimed Training website following completion of this course.

The aim of this course is for each delegate to achieve a level of self-awareness, so their behaviour, thinking and service can be adapted to differing situations, ensuring a consistently excellent patient journey. Each delegate will gain the skills to complete a customer service improvement plan (competence) at work, following the workshop.

Course Objectives:

By the end of this training course, participants will be equipped to:

Improve listening and questioning skills
To understand a communication model
To apply the eight stages of success to actor audio scenarios
To empathise with the patient experience
To learn the SBAR hand over tool
Refresh knowledge around active signposting and social prescribing
To apply certain communication tools to help with dealing with patients/relatives with challenging behaviours
To be self aware and ready to change ones own behaviour

Prices start from £798*

For more information about pricing and availability, please do get in touch: info@clarimed.co.uk