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.

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.

Cancellations

To cancel a place on a course, please give as much notice as   possible to allow someone else to take your place. You may be charged for   late notice of cancellation or non-attendance.