Tue, 19 Oct | London

xxx Dealing with Telephone Calls Effectively

This course will develop your skills dealing with telephone calls effectively in healthcare settings.
Registration is Closed

Time & Location

19 Oct, 13:30 – 16:30
London, St Peter’s Church Community Hall, 23 Plough Road, Battersea SW11 2DE

About the Event

By the end of the course, you will be able to

  • Describe the advantages and disadvantages of communicating using the telephone
  • Identify the possible reasons why patients can behave in challenging ways
  • Describe good and poor ways of handling challenging behaviour, using the 4-step technique
  • Explain how to use appropriate questions to get relevant information from the patient
  • Give examples of an appropriate tone of voice
  • Give examples of when it is appropriate to end a challenging conversation or call and how to do so
  • Explain constructive ways you can recover from a challenging phone call
  • Suggest ways you can improve telephone communication skills in future

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