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DTSTART;TZID=Europe/London:20261118T093000
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UID:12786-1794994200-1795005000@www.kernowlmc.co.uk
SUMMARY:Telephone techniques - Kernow LMC online training
DESCRIPTION:Aim of the course: A key part of the Reception role in General Practice is receiving and making telephone calls. The aim of this course is to provide practical call handling training teaching delegates techniques and skills to confidently answer calls and constructively respond to enquiries ensuring information received and given is complete and correct. The course will also look at what to do when a caller becomes angry or aggressive. \nKey objectives:   \n\nAnswer and make telephone calls in a professional manner.\nLearn techniques to efficiently respond to queries ensuring information received and given is complete and correct.\nBuild up a rapport with the caller and satisfy their needs quickly.\nHandle concerns with empathy and understanding.\nDealing with angry or aggressive callers.\n\nCourse overview: \n\nThe Importance of Professional telephone skills.\n\nImportance of professional telephone techniques to the practice\nBenefits of professional telephone etiquette\n\n\nTelephone communication challenges\n\nChallenges of telephone communication\nRole of non-verbal communication\nBuilding rapport and gathering information\n\n\nAnswering the telephone\n\nTelephone guidelines when handling a call\nThe verbal handshake\nPutting callers on hold & transferring calls\n\n\nCommunication Skills to handle enquiries\n\nEffective listening techniques\nQuestioning techniques\nRecording information\nUsing positive language and taking ownership\nClosing the call\n\n\nCommunicating with customers with different communication styles \n\nRecognising different communication challenges\nMain characteristics of communication styles\nRecognising your own communication preferences\nAdjusting to other styles of communication\n\n\nWhen the call goes wrong!\n\nHandling emotional responses\nResponding to the complainant\nEscalating the complaint\nHandling the angry/aggressive caller\n\n\n\nTo register\, please email: rich@kernowlmc.co.uk
URL:https://www.kernowlmc.co.uk/event/telephone-techniques-kernow-lmc-online-training-2/
CATEGORIES:LMC Events
ORGANIZER;CN="Kernow LMC":MAILTO:rich@kernowlmc.co.uk
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