Managing Difficult Conversations (Enhanced Care Navigation) Training

Lancashire and South Cumbria PC Training Hub

Difficult Telephone Conversations with Resilience for Admin and Clerical Staff

Places are limited . If you cannot attend this training, please ensure you have cancelled your place so that others can book on.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<ul><li>Getting the Best out of Patients on the Phone</li><li>Creating the personal connections that are lost in face to face contact</li><li>How your choice of words matters</li><li>Making a great start to create a personal connection</li><li>Techniques to reduce the likelihood of abuse</li><li>Noticing the patient’s mood and flexing your language to create empathy</li><li>Question techniques to ensure that we get the information we need from the patient to care navigate effectively</li><li>Dealing with patients who say too much</li><li>Dealing with patients who might be aggressive or angry</li><li>Dealing with patients who don’t say enough</li><li>Dealing with patients with communication challenges</li><li>Recovering after a tough conversation</li></ul>WHO SHOULD ATTEND?Non-Clinical Primary Care StaffWHAT DO I NEED?<ul><li>MS TEAMS (join on the app or online)</li><li>Pen/Paper</li><li>Preferably a camera and mic to participate</li></ul>HOW LONG IS THE COURSE?This is a 3 hour course.HOW TO JOIN?You will receive an email a couple of days prior to the event with all training materials and a link to join the MS Teams training session.By signing up you agree for your information to be stored and shared by the Training hub, with the Training Provider and with NHSE and HEE, for the delivery of this training, monitoring, reporting and certification purposes only.

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Managing Difficult Conversations (Enhanced Care Navigation) Training

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Managing Difficult Conversations (Enhanced Care Navigation) Training

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