Event by Training Hub
Customer service with active signposting and dealing with challenging behaviours
Wednesday 24 February 2021
12:45pm - 4:00pm
Face to Face | Webinar
Zoom, Webinar, PE28 3AA
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Good customer care is becoming increasingly important in modern day General Practice. With the introduction of Active Signposting, excellent communication skills need to be a fundamental foundation skill of all non-clinical staff within Primary Care. This course will cover many issues in relation to customer service and communications in a fun and interactive way, using actor telephone recordings and real-life scenarios from GP practice. The delegates will learn about communication skills, behaviour patterns and how to establish a patient centred service within their practice.
This course supports the communication skills needed for Bronze Level Active Signposting in General Practice. Delegates will have access to relevant and up to date documents, videos and links on the CMT Clarimed Training website following completion of this course.
For each delegate to achieve a level of self-awareness, so their behaviour, thinking and service can be adapted to differing situations, ensuring a consistently excellent patient journey. The delegate will gain the skills to complete a customer service improvement plan (competence) at work, following the workshop.
By the end of this training course, participants will be equipped to:
- Improve communication skills
- To become EVEN better at your job than you are already
- To understand a communication model
- To apply the eight stages of success to recorded scenarios
- To learn effective listening and questioning skills to signpost safely
- To empathise with the patient experience
- To apply certain communication skills to help with service users exhibiting challenging behaviours
- To be self-aware and ready to change one’s own behaviour
- To learn a safe handover tool
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