Effective Telephone Communication

Why you should take this course

Effective communication on the telephone is essential in both clinical and non-clinical roles. Clinical effectiveness, patient experience and even patient safety can be improved through effective telephone communication. This course will give you the knowledge and skills to communicate on the telephone with colleagues and patients to receive and convey information concisely, leaving a positive lasting impression.

Who’s it for?

This course is aimed at people in clinical and non-clinical roles at all levels. It is suitable for team members, supervisors, managers and practice partners.

What you’ll learn

Key topics covered on this course:

THE BIGGER PICTURE

Explore the reasons why it’s important to get calls right and the impact call handling has on people’s perceptions and opinion of your practice as a whole.

THE NATURE OF TELEPHONE CALLS

Consider the structure of phone calls, what messages are being communicated and how they are conveyed (or not!)

EFFECTIVE TELEPHONE COMMUNICATION

How to build rapport quickly on the telephone, advanced listening skills to identify the correct information and questioning skills to keep callers focussed and on track. Learn telephone etiquette and things to avoid when on the phone.

THE GOOD, THE BAD AND THE UGLY

What can go wrong on a phone call? What does good and great look like? What improvements can we make as a practice and personally to improve people’s perceptions of our practice?

DEALING WITH DIFFICULTIES

Know what can go wrong on a call before it happens and learn approaches for getting agreement and resolving conflict.