Event Detail
This half-day training session is designed for Reception/Front of House Staff. The aim of the course is to equip them with the skills to have difficult patient conversations, increase their resilience by teaching them some skills/tips and how to manage conflict.
What is resilience and conflict resolution: -
- What is your style for managing conflict
- Resilience and managing conflict go together
- Warning signs of frustration, anger and impatience
- Communication
- Verbal & non-verbal communication skills
- Body language
- Four types of non-verbal communication
- Assertion Model
- Difficult situations experienced, suggestions of dealing with them
- Discuss experiences
- Summary