Communications, Customer Service and Dealing with Challenging Behaviours

//Communications, Customer Service and Dealing with Challenging Behaviours
Contact Us


Who is this course designed for?

Managers Managers   Receptionists Receptionists
Nurses Nurses        Doctors Doctors
Admin Administrators

Communications, Customer Service and Dealing with Challenging Behaviours – taster and full day options

Good customer care is becoming increasingly important in modern day General Practice. With the introduction of Active Signposting, excellent communication skills needs 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.

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. This course is offered as either a half-day or 1-day* course: please contact us for prices and more information.

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 – taster

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

•Improve communication skills
•To become EVEN better at my job than I am already
•To understand a communication model
•To apply the eight stages of success to actor scenarios
•To empathise with the patient experience
•To apply certain communication tools to help with dealing with patients/relatives with difficult behaviours
•To be self aware and ready to change ones own behaviour

Course Objectives -Full day

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

•Improve communication skills
•To understand a communication model
•To apply the eight stages of success to actor scenarios
•Explore the receptionist’s extended role as curator of information relating to local services
•Consider WARTS process and competency relating to active signposting
•To empathise with the patient experience
•To apply certain communication tools to help with dealing with patients/relatives with difficult 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

*Based upon a 3hr course run for 18 delegates. Additional travel expenses and VAT apply.
2019-12-08T14:53:19+00:00