This course was created with the
course builder. Create your online course today.
Start now
Create your course
with
Autoplay
Autocomplete
Previous Lesson
Complete and Continue
Handling difficult conversations : Skills for Primary Care Admin / Reception Staff
Welcome and Resources
Before you start
Resources to download
Theme 1: Factors contributing to difficult conversations
Theme 1.1 Introduction to the Course (4:07)
Theme 1.2 Considerations about the current context (11:33)
Theme 1.3 Your role in supporting the patient experience (22:38)
Theme 2 Skills for Handling conversations
Theme 2.1 Setting up the call (13:58)
Theme 2.2 Active listening. (23:59)
Theme 2.3 Asking vs explaining (22:30)
Theme 2.4 Dealing with Aggression (24:09)
Theme 2.5 Complaints Best Practice (5:46)
Theme 2.6 Body Language and tone (8:50)
Theme 3: Self Care and Team Supporting
Theme 3.1 Self Care (18:28)
Theme 3.2 Whole Team Care (14:17)
Course Completed
Feedback Request
Resources to download
Lesson content locked
If you're already enrolled,
you'll need to login
.
Enroll in Course to Unlock
course builder. Create your online course today.
Start now
course builder. Create your online course today.
Start now
course builder. Create your online course today.
Start now