Telephone Techniques – 25th April 2024, 09:30 to 12:00.

Live Virtual Training

With Sarah Stapleton, Non-Clinical Education Delivery Manager, Devon Training Hub.

Telephone Techniques

Suitable For

Primary Care Professionals in Patient Facing Roles

Course Aim

A key part of the Reception role in General Practice is receiving and making telephone calls.  The aim of this course is to provide practical call handling training teaching delegates techniques and skills to confidently answer calls and constructively respond to enquiries ensuring information received and given is complete and correct.  The course will also look at what to do when a caller becomes angry or aggressive.

Key Objectives:

·        Answer and make telephone calls in a professional manner

·        Learn techniques to efficiently respond to queries ensuring information received and given is complete and correct

·        Build up a rapport with the caller and satisfy their needs quickly

·        Handle concerns with empathy and understanding

·        Dealing with angry or aggressive callers

Click Here for more information

If you no longer require your place on this course place cancel it so that there is availability for other delegates.  To cancel a booking please log into your Learning and Development Centre account, go to the Centre course list and click on the orange box next to the course name.

It is expected that you will attend the session virtually from a quiet location at which you will not be disturbed, and you will have access to a microphone and camera on your device.  Every delegate must have their own device to use throughout this session.  This is a requirement for attending this interactive course. 

All delegates must have their own booking made through the Learning and Development Centre website to join the meeting.  The name on your Zoom account should be recognisable as the name on your booking.  If we cannot identify delegates they may not be admitted to the session, or certificates may not be issued after the event. 

If you have any questions please contact the team at ldc.sentinel@nhs.net