Receptionists advanced communication skills

Date28 September 2017
Duration1 day
Start Time09:30
End Time16:30
TypeClassroom based



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Whilst we endeavour to provide a 'gold standard' service to all course participants, if you are registering less than 72 hours before the start of the event, you should be aware that some materials may not be readily available on the day and we may contact you with regards to catering arrangements.

The training session consists of 4 modules:

1. Dealing with difficult inter personal situations in the practice

2.  Conflict resolution skills

3.  Being a motivated receptionist

4. Good telephone call handling

VenueCurl Aberdeen, Eday Walk, Aberdeen, AB15 6LN
Maximum capacity25
ContactNorth East Scotland Faculty
Faculty/DepartmentNorth East Scotland Faculty

Course programme


Managing Difficult Workplace Communications
Usually we find that it’s not the work which causes problems for most of us – it’s the relationships and the inter-personal communications which gives us trouble. Whether it’s with patients, colleagues or fellow team members the way in which we deal with differences or difficulties could give rise to conflict.
In this interactive session we will look at the reasons why difficult communication situations arise at work and how these can escalate. We will look at a case study of bullying in the workplace, how & why this occurs and how to deal with it.

Conflict at work.
We continue with the session by examining the reasons for conflict at work and find out what our first reaction to conflict is. We end the session by examining the components of conflict resolution and the skills necessary to resolve conflicts.


Motivation at work
Why do some tasks at work motivate us whilst we really dislike others? How can we be motivated when we are so busy and face daily pressures and stress? What difference does a motivated receptionist make to the patient experience? In this session we will look at the tangible signs of de-motivation and the effect these have on the communication process.

Good Telephone Handling in the Practice
How the telephone impacts on the communication process and on customer care. Analysing the “verbal handshake”. Body language on the phone. “Receptionist Parking” as a technique for good practice. What makes a nightmare call? Dealing with difficult callers practically and efficiently. Learning active listening and good questioning, recognising the barriers to listening. The Golden Rules for telephone handling in the practice.
 REFLECTED LEARNING AND END ASSESSMENT – self assessment – what have you learned today?


  • Lunch
  • Parking
  • Refreshments
  • Wi-fi


Dr McGarrell 

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