Effective Telephone Conversations

This course offers an opportunity to build on existing skills and knowledge through interactive exercises and demonstrations.

Learning Objectives

• Recognise the challenges of contacting patients by telephone.
• Explore key communication skills for conveying difficult information (e.g. cancelled appointment, active listening and supporting).
• Discuss strategies for managing confidentiality, cancelling/changing appointments, and responding to emotional reactions and questions.
• Apply R.I.N.G. – as a structure for contacting patients by telephone.