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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)
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Theme 2.4 Dealing with Aggression
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