Customer Service Essentials in Healthcare

Tuesday, 03 August 2021 9:00 AM - 4:30 PM [WEST]

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Tuesday, 03 August 2021 9:00 AM - 4:30 PM [WEST]

National Expectations:

- Care Quality Commision

- Commissioners

- The NHS Constitution


Building Rapport

Identifying different methods of communication

Inproving your communication skills:-

- Face to Face

- Over the telephone


Personl 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 and situations

Frankie Maclean