Event Detail

This half-day training session is designed for Reception/Front of House Staff.  The aim of the course would be to equip them with the skills to have difficult patient conversations, increase their resilience by teaching them some 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

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Refund Policy

Cancellations with a full refund will be accepted up to and including 15 days prior to the event.  Any refund request for places cancelled after this date will not be refunded.