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Essential Telephone Skills for COVID
We are now offering some courses online via video conferencing software, please click here if you'd like to view dates and book.
Covid has meant losing a lot of face-to-face communication. This interactive course enhances telephone skills to enable your team to develop better rapport with patients, control conversations better, care navigate and also to reduce difficult conversations/abuse.
Aims
Getting the Best out of Patients on the Phone during Covid
- 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
Who Should Attend?
- Receptionists
How Long Is The Course?
This is a 2.5 hour course.
Delegate Feedback
Essential Telephone Skills for COVID
Park View & Ash Trees & Stoneleigh Surgeries (18 delegates) - 19th November 2020
2 delegates completed evaluations, each scoring 4 domains out of 6
| Learning Goals Met? | 75.0% | (9/12) |
| Effectiveness of Trainer? | 91.7% | (11/12) |
| Training Materials | 83.3% | (10/12) |
| Enjoyable? | 83.3% | (10/12) |
| Overall Over Four Areas | 83.3% | (40/48) |
Key Feedback
Paul is very enthusiastic which is good, asked questions to people directly to help them speak out. I understood everything he was saying and he was good at backing up his own points and making us understand further, for example, WHY the patient is unhappy.. WHY we should say our name when answering the phone etc. (SB)
The course was not really relevant to my job role, but I did find it interesting and learnt some new techniques. (GJ)
I found the course very useful just with the key pointers and tips in how to get vital information and questions from the patient without coming across as rude or not sounding interested in their situation, but gathering enough information so I can pass it on to the relevant team member. I would highly recommend this course to anyone within the NHS who has any dealings with the general public, especially in these very difficult times. This will help me a great deal within my job. (JB) 22.10.20
We have an overall satisfaction score of
+91%from our attendees of this course.
Striding Edge Consultancy
Other Courses We Offer
Giving and Receiving Feedback – speedy management skills
Unconscious Bias
Team building and away days
Effective Delegation Skills
Coaching Skills for Team Leaders
Appraisal Skills
Difficult Conversations
HR Skills for Team Leaders / Managers
Understanding Personality Types
Speaking to People with English as a Second Language
Time Management
Reducing Clinical Correspondence
HAVE QUESTIONS OR WANT TO KNOW MORE ABOUT THIS COURSE?
If you’re interested in this Essential Telephone Skills for COVID course or would just like to know more details, use the button to the right to get in touch with us today. Alternatively call us on 01539 726118.