BTH presents Customer Service and Conflict Management Online Training
The workshop been developed to support front line staff and other health care professionals in General Practice to develop their skills and confidence to provide excellence in customer service and to better manage disputes and to help manage challenging conflict situations experienced in practice.
By the end of the workshop delegates will be able to:
Recognise barriers to good communication.
See the importance of excellent internal communication and the positive effect this has on service delivery.
Enhance awareness of your response to different conflict situations and personality types and the effect this can have when dealing with challenging situations.
Manage and understand the expectations, feelings, fears and needs of the patients.
Exhibit more confidence, motivation and control when dealing with challenging situations and complaints.
Understand the difference between assertive, aggressive and passive behaviour.
Any queries please contact Emily on firstname.lastname@example.org