EVENT OVERVIEW

An introductory study day on communication skills for front line support staff

Being in the frontline can be tough. Dealing with a range of demands can throw one off-balance and unexpected telephone calls or meetings in corridors can lead to awkward situations and not knowing what to say.

During this study day we will explore the basics of good communication skills and ways of responding to people who may be distressed, confused or angry. It is for non-clinical support staff such as secretarial, clerical or administrative personnel, domestic and catering staff, porters and maintenance staff from hospitals, hospices, care homes or local authorities.

This study day will include a mixture of discussion, practical activities and direct teaching. It will enable participants to learn different responses, as well as try out and develop skills that will build their confidence. Participants will develop and acquire proficiency in positively and openly reacting to situations when they arise in the workplace.

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• Topics
• Who is it for

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• What will I learn?

  Topics will include:

  • Strategies when you ‘don’t know what to say’
  • Handling emotional states
  • Managing difficult telephone conversations
  • Awkward questions

• Who is it for?

  • Non-clinical support staff
  • Secretarial, clerical or administrative personnel
  • Domestic and catering staff
  • Porters and maintenance staff
  • Non-clinical staff from hospitals, hospices, nursing homes or social services