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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.


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

Key Feedback