AR85 Telephone triage for HCAs: Online

Course summary

This workshop will raise your standards of customer care and give you more confidence in your ability to deal with telephone triage in a safe, efficient manner. Activities include listening to calls to show how and when to use the skills and strategies learned, group exercises and discussion.

Who should attend?

HCAs
Health Care Support Workers

Important notes

All course material, evaluations and certificate of attendance provided.

The course runs from 10:00am- 4:30pm

Cost

Course duration	Course CPD	In-house Course
1 day(s)	7 hour(s)	POA

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Aims / objectives

Review the basics of telephone interaction
Demonstrate effective telephone communication
Identify and overcome some of the barriers to communication
Learn to identify difficult behaviours and how to manage them
Understand the difference between aggression and assertiveness
Demonstrate the call process
Learn to identify emergencies and to prioritise or signpost to the relevant team member

Course programme

Review of the basics of a telephone interaction and active listening.
How to overcome barriers to communication
What is a difficult caller and how to manage them.
Assertiveness versus aggression
Managing calls - best practice in receiving calls, information gathering, reflecting/summarising, decision making and closing call
Prioritising and signposting
Putting theory into practice - taking a call
Scenarios/role play
Summary and closure

Led by

TBA

Recommended text

TBA