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Telephone Skills Training for Non Clinical Staff
Thu 1 June 2017, 09:30 – 12:30 BST
Telephone Skills Training
On behalf of Camden CCG and Community Matters, we are delighted to offer you this opportunity to attend an informative and fun FREE half-day workshop for Telephone Skills Training. 'Activation' (a training and development company) will lead a series of patient experience workshops designed to help you get the most from the 3 hour session.
This half-day workshop is suitable for all non-clinical staff receiving and making calls to service users. The course highlights the communication and customer service skills required to have positive conversations on the telephone. The workshop is trainer led and uses actors to play out some of the typical conversations that take place between staff and service users. The course will emphasise the following:
A look at the differences between telephone & face-to-face interactions.
What makes for good and bad communication between individuals on the phone.
The importance of good questioning and listening skills – the use of open and closed questions.
How to engage quickly with the caller and gain their trust.
Gathering information to sign post effectively.
All non-clinical staff responsible for handling calls from service users.
What you will take away
A greater understanding of the different types of non-clinical telephone call scenarios and how to handle them.
Techniques to make you a more effective and confident communicator on the telephone – including questioning, listening and negotiating skills.
Practical examples of how to manage difficult or challenging callers.