This interactive course enhances telephone skills to enable your team to develop better rapport with patients, control conversations better, care navigate and to reduce difficult conversations/abuse.

AIMS

• Getting the Best out of Patients on the Phone
• Creating the personal connections that are lost in face to face contact
• How your choice of words matters
• Making a great start to create a personal connection
• Techniques to reduce the likelihood of abuse
• Noticing the patient’s mood and flexing your language to create empathy
• Question techniques to ensure that we get the information we need from the patient to care navigate effectively
• Dealing with patients who say too much
• Dealing with patients who might be aggressive or angry
• Dealing with patients who don’t say enough
• Dealing with patients with communication challenges
• Recovering after a tough conversation