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Telephone Communication Skills

Workshop Agenda:

Session 1:

  • Communication defined – what do we really mean?
  • The communication chain
  • Communication barriers and their impact in general practice
  • Improving quality through better communication
  • Managing the pressure - assertiveness
  • Telephone communication
  • Listening skills exercise
  • Telephone scenarios
  • Directing patients to appropriate use of services
  • Setting standards in your practice

Workshop Objective

The objective of this half-day workshop is to provide delegates with the skills and knowledge required to improve their personal communication skills and use of the telephone at work. The workshop will focus on communicating with patients through good interpersonal skills backed up by effective systems and processes.

Who should attend

This workshop is suitable for all those who work in supporting functions in the primary care environment such as:

  • Receptionists
  • Secretarial and administrative staff
  • Other support staff

Workshop Duration

Half Day