Learning outcomes
By the end of this course delegates will:

• Understand the principles of effective communication
• Recognise barriers to communication and how to overcome these
• Understand the difference between assertive and aggressive behaviour
• Be able to apply appropriate techniques to deal with difficult situations and behaviour
• Be able to take clear, concise messages

Who should attend
This course is designed for receptionists in GP’s surgeries. It aims to explore the communications issues involved in dealing with both the public and colleagues. The course looks at face-to-face, telephone and written communication.

Course contents

Communication
What is it?
What are the barriers to communication?
Questioning and listening skills

Dealing with other people
Assertive and aggressive behaviour
Handling difficult situations
Ways to improve relationships at work

Written Communication
Effective message taking

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