Active Signposting Level 2

Tower Hamlets Training Hub

<h3><strong>Audience: Administration and Reception staff</strong>
</h3><h3>By the end of this workshop delegates will have a clear understanding of the value and importance of 
</h3><h3>Active Signposting.
</h3><h3>Having the right skill set to do a job well is essential. This workshop gives enhancement to normal 
</h3><h3>good customer service skills to patients. There is a requirement that the staff member be skilled and 
</h3><h3>confident in sensitively ascertaining the nature of the patients need. The workshop will focus on how 
</h3><h3>to Communicate well with service users.
</h3><h3>Level 2 incorporates an online assessment for each candidate taken in their own time at the practice.
</h3><h3>• Welcome, Introductions and Objectives
</h3><h3>• Communication - what is it?
</h3><h3>• Managing difficult situations / difficult people
</h3><h3>• Building confidence
</h3><h3>• Sensitivity in asses patients needs
</h3><h3>• Influence: What is it and how to use it
</h3><h3>• Active Listening
</h3><h3>• Empathetic questioning
</h3><h3>• Gaining the extra star in service excellence
</h3><h3>• Motivation and serving excellence
</h3><h3>• Team objectives
</h3><h3>• Setting the standards of performance and evaluation
</h3><h3>• The next steps
</h3><h3>• Action Plan
</h3><h3><strong>Course provider: First Practice Management</strong></h3>

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Active Signposting Level 2

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Active Signposting Level 2

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