Practice Receptionist Masterclass 2019

Date31 January 2019
Duration1 day
Start Time09:30
End Time16:30
TypeClassroom based



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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 call handling
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.



VenueGlasgow Pond Hotel, Great Western Road, Glasgow, G12 0XP
Maximum capacity42
Phone0141 337 3268
ContactDiana Lints
Faculty/DepartmentWest of Scotland Faculty

Course programme

09:00    Registration and coffee

09:30    Welcome, Session 1-Managing difficult workplace communications

10:45    Coffee break

11:00    Session 2-Conflict at work

12:30    Lunch break

13:30    Session 3-Motivation at work

14:45    Coffee break

15:00    Session 4-Good telephone call handling

16:15    Reflected learning and questions

16:30     Close     


  • Accommodation
  • Hearing Loop
  • Lunch
  • Parking
  • Refreshments
  • Wi-fi


Dr Val McGarrell of Prima Linea Training Associates 

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