Effective Telephone Conversations

Communication and Well-being

This workshop aims to support staff who regularly contact patients by telephone as part of their role. It focuses on specific key skills for effective telephone communication with patients.

This course offers an opportunity to build on existing skills and knowledge through interactive exercises and demonstrations.

Suitable for Front line health and social care staff, booking clerks, medical secretaries, ward/clinic staff, pharmacy staff, receptionists etc.

Learning Outcomes

  • Recognise the challenges of contacting patients by telephone.
  • Explore key communication skills for conveying difficult information (e.g. cancelled appointment, active listening and supporting).
  • Discuss strategies for managing confidentiality, cancelling/changing appointments, and responding to emotional reactions and questions.
  • Apply R.I.N.G. – as a structure for contacting patients by telephone.

Prerequisites

This course has no prerequisites.

What Our Students Say

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