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Getting a Better Reception – training
for reception and support staff
A one day workshop specifically designed to help reception staff
and others who deal with the public face to face and on the
telephone. Such staff frequently feel that they are ‘piggy
in the middle’ between the public and the organisation.
This course focuses building confidence through increased understanding
of how to remain professional and supportive towards the client
group, while protecting the integrity of the organisation. This
workshop complies with recommendations of the National Task
Force on Violence Against Social Care Staff.
Objectives
- Remain in control under pressure face
to face or on the phone
- Defuse or de-escalate angry calls and
discussions
- Communicate effectively with colleagues
and the public
- Terminate aggressive interactions more
safely
- Adopt a proactive stance to managing
their own stress
- Respond to conflict with more confidence
- Know how to keep themselves safer at work
Course contents
Introduction and expectations
The need for good communication skills
Self management skills
How to anticipate difficult behaviour
Setting boundaries and goals
Strategies for avoiding confrontation
Problem-solving and negotiation
Anticipating and structuring your approach
Prioritising and planning follow up
Breaking off an interaction safely when necessary
Creating a win/win situation
Techniques for use on the telephone
Protecting yourself from angry or rude callers
Understanding why callers are difficult
Essential steps to take that prevent calls degenerating
Defusing and calming techniques
Responding when the situation is ‘out of control’
Responding to inappropriate behaviour
How to listen, take control and provide solutions |
