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
• Discuss experiences
• Summary