Telephone Techniques – online training for GP practice staff
Aim of the webinar: A key part of the Reception role in General Practice is receiving and making telephone calls. The aim of this webinar – hosted by Kernow Local Medical Committee – 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.
| Course Overview:
· The Importance of Professional telephone skills. o Importance of professional telephone techniques to the practice o Benefits of professional telephone etiquette · Telephone communication challenges o Challenges of telephone communication o Role of non-verbal communication o Building rapport and gathering information · Answering the telephone o Telephone guidelines when handling a call o The verbal handshake o Putting callers on hold & transferring calls · Communication Skills to handle enquiries o Effective listening techniques o Questioning techniques o Recording information o Using positive language and taking ownership o Closing the call · Communicating with customers with different communication styles o Recognising different communication challenges o Main characteristics of communication styles o Recognising your own communication preferences o Adjusting to other styles of communication · When the call goes wrong! o Handling emotional responses o Responding to the complainant o Escalating the complaint o Handling the angry/aggressive caller Registration: To register, please email: rich@kernowlmc.co.uk |