Half-Day Course

Linked to KSF competencies: C1-L1, C1-L2, C1-L3, C2-L1, C5-L1, C6-L1

The skills of planning, structuring, writing and editing reports are therefore essential. The ability to communicate to handle telephone calls in an efficient and professional manner is essential to provide good quality service while achieving good results in your organisation.

The aim of this workshop is to enable you to build on existing skills and recognise your own habits. To help you develop your ability in using the telephone at work.


Learning Outcomes

By the end of the event, the delegates will have explored:

  • Handling calls in a professional manner
  • The essentials of good communication to influence positive outcomes
  • Communicating assertively with callers
  • Communicating clearly to avoid or clarify misunderstandings
  • Dealing with enquiries, complaints and take messages effectively


What the course will cover:

  • Professional telephone practices
  • Giving and receiving information
  • Checking understanding
  • Creating trust
  • The Conversation Cycle
  • Different types of callers


All courses are delivered onsite by a training team with experience of working in over 50 NHS Trusts, and provide key professional development skills contextualised to fit an NHS environment.

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