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 and increase their resilience by teaching them 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