This is a multidisciplinary interactive workshop providing staff with essential skills and techniques to deliver a professional service.

The course is suitable for all those involved in the provision of healthcare.

Aims

• Fully appreciate the importance of their role in providing an excellent service to patients and their relatives
• Know what excellent service is and how to deliver it
• Understand how they can contribute to the reputation of the organisation
• Develop effective communication skills when dealing with different types of personality
• Feel confident in using appropriate behaviour when dealing with challenging situations

Content

• National Expectations
  • Care Quality Commission
  • Commissioners
  • The NHS Constitution
• Building Rapport
• Identifying different methods of communication
• Improving your communication skills
  • Face to face
  • Over the telephone
• Personal impact, how do people perceive you?
• Managing conflict
  • Understanding your conflict style
  • Why does conflict occur?
  • Reflecting on conflict situations – could we have handled them better?
• Dealing with difficult people and situations