This training course has been commissioned by Herts Valleys CCG.  This course will be provided free of charge to practices within the Herts Valleys CCG locality only.

It is essential that you have a camera & microphone to complete this course.

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
This training session will be delivered ONLINE using Microsoft Teams.

To download Microsoft Teams – Click here

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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.