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Dealing with Challenging Patients
22nd September 2021 @ 13:30 - 16:30
This half-day workshop for receptionists considers strategies for dealing with difficult situations when interacting with patients
Content includes:
· Why do people behave in the way that they do?
· The new zero tolerance policy and the NHS
· Responses to aggression
· Defusing a difficult situation
· Attitude / verbal skills / Non verbal skills
· Personal safety
· Case studies / scenarios
· Reporting incidents
