BEGIN:VCALENDAR
VERSION:2.0
PRODID:-//Lancashire and South Cumbria Training Hub - ECPv6.15.20//NONSGML v1.0//EN
CALSCALE:GREGORIAN
METHOD:PUBLISH
X-WR-CALNAME:Lancashire and South Cumbria Training Hub
X-ORIGINAL-URL:https://lscthub.co.uk
X-WR-CALDESC:Events for Lancashire and South Cumbria Training Hub
REFRESH-INTERVAL;VALUE=DURATION:PT1H
X-Robots-Tag:noindex
X-PUBLISHED-TTL:PT1H
BEGIN:VTIMEZONE
TZID:UTC
BEGIN:STANDARD
TZOFFSETFROM:+0000
TZOFFSETTO:+0000
TZNAME:UTC
DTSTART:20220101T000000
END:STANDARD
END:VTIMEZONE
BEGIN:VEVENT
DTSTART;TZID=UTC:20230628T140000
DTEND;TZID=UTC:20230628T170000
DTSTAMP:20260424T002921
CREATED:20230215T165816Z
LAST-MODIFIED:20230215T165816Z
UID:30289-1687960800-1687971600@lscthub.co.uk
SUMMARY:Managing Difficult Telephone Conversations Training
DESCRIPTION:Places are limited . If you cannot attend this training\, please ensure you have cancelled your place so that others can book on. \n  \nOVERVIEW \nThis interactive course enhances telephone skills to enable your team to develop better rapport with patients\, control conversations better\, care navigate and also to reduce difficult conversations/abuse. \n  \nAIMS \n\nGetting the Best out of Patients on the Phone\nCreating the personal connections that are lost in face to face contact\nHow your choice of words matters\nMaking a great start to create a personal connection\nTechniques to reduce the likelihood of abuse\nNoticing the patient’s mood and flexing your language to create empathy\nQuestion techniques to ensure that we get the information we need from the patient to care navigate effectively\nDealing with patients who say too much\nDealing with patients who might be aggressive or angry\nDealing with patients who don’t say enough\nDealing with patients with communication challenges\nRecovering after a tough conversation\n\n  \nWHO SHOULD ATTEND? \nNon-Clinical Primary Care Staff \n  \nWHAT DO I NEED? \n\nMS TEAMS (join on the app or online)\nPen/Paper\nPreferably a camera and mic to participate\n\n  \nHOW LONG IS THE COURSE? \n3 hours (Virtual) \n  \nHOW TO JOIN? \nYou will receive an email a couple of days prior to the event with all training materials and a link to join the MS Teams training session.
URL:https://lscthub.co.uk/events/managing-difficult-telephone-conversations-training/
CATEGORIES:Non-Clinical Staff Training
END:VEVENT
END:VCALENDAR