Customer Service Essential in Healthcare

Friday, 14 May 2021 9:00 AM - 4:00 PM [WEST]

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Friday, 14 May 2021 9:00 AM - 4:00 PM [WEST]

 

Course Content:

 

National Expectations

·         Care Quality Commission

·         Commissioners

·         the NHS Constitution

Building Rapport

Identifying different methods of communication

Improving your communication skills:-

·         Face to face

·         Over the telephone

Personal impact, how do people perceive you?

Managing conflict

·         Understanding your conflict style

·         Why does conflict occur?

·         Reflecting on conflict situations- could we have handled them better?

 

Dealing with difficult people & situations

 

 

Frankie Maclean