Effective Telephone Skills

Course Information

Aims and Objectives

  • To develop effective telephone skills, including dealing with sensitive issues over the telephone.
  • To recognise barriers to effective communication
  • To understand the importance of listening

 

Course Contents

  • The importance of having good telephone manner
  • Addressing a caller correctly – things to avoid
  • Non – verbal communication
  • Recognise communication barriers
  • Telephone answering skills / role play
  • Taking messages / transferring a call
  • The importance of listening
  • Handling patients complaints

 

who should attend?

  • Receptionists
  • Administrators

AB Health Group