To book a place on a training session, please click on your chosen event and register through the link provided.

Please note, these events are for staff employed within the Lancashire and South Cumbria healthcare system only.

Managing Difficult Telephone Conversations (with Resilience)

Name: Managing Difficult Telephone Conversations (with Resilience)
Start: 2022-03-15T14:00:00+00:00
End: 2022-03-15T17:00:00+00:00

To book your place on any of the below dates, please fill out this application form.

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