How to handle anxious people and difficult situations on the phone
Our best-selling course! Lots of hands-on practice using our telephone coaching equipment
Patients and their relatives are often anxious or confused when they call the Trust. Colleagues are often under pressure too. Consequently everyone appears to take their anxieties out on you, causing you a great deal of stress in the process.
We will show you how to deal with these difficult situations and manage these demanding circumstances in two interactive half-day sessions.
This two-part course is informal, lively and hands-on and will give you the tools you need to confidently deal with anything that comes your way!
You will learn to ...
be confident on the phone listen with empathy identify the caller's needs control and resolve the situation understand and manage anxiety reduce stress for both parties

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