Course length

Half day

Why come on this course?

This 3 hour workshop will give you an opportunity to look at new ways of handling the situations you find most difficult.  It will also encourage you to take a fresh look at your approach to calls and fine-tune your skills.

Who is it for?

This course is designed for anyone who works in a GP surgery and handles patient calls. The recommended maximum is 14 delegates.


What will I learn?

By the end of this workshop you will have been introduced to techniques which will enable you to:

  • Deal with all calls effectively and professionally, even in challenging circumstances
  • Create empathy with patients on the telephone
  • Identify a range of approaches to calls and how to adapt to a range of situations
  • Understand your own emotional responses to calls and how to avoid becoming “hooked” in an inappropriate response
  • Review how well the systems you use for recording information from calls work and generate ideas of how to make them even better
  • Devise a personal action plan

This workshop combines trainer input with practical exercises, personal reflection and group discussion. All participants will work on a personal action plan throughout the course.

Course contents

The patients’ point of view

  • What do our patients expect from calls?
  • What currently works and why?
  • Where could our service be better?

 Communicating positively

  • Positive telephone tone of voice
  • Agreeing a team approach to handling calls

 Dealing with challenging calls

  • Understanding the patients’ viewpoint
  • Showing the patient that you are listening to them
  • Making them feel valued
  • Saying ‘no’ positively
  • Handling difficult situations assertively

 Handling your own emotion

  • Transactional Analysis – our natural responses
  • Emotional “hooks” and how to recognise them
  • Maintaining a professional response     

 Action Planning

Contact Alpha Training