Agenda
    • 10:00 – Welcome, catch up
    •  
    • 10:10 – Essential Communication Skills
    •  
    • 10:50 – Break 
    •  
    • 11:00 – Case Discussions
    •  
    • 11:30 – Close
          Aims                                                     -   Starting a consultation
                                                                   -   Information gathering 
                                                                   -   Building and maintaining rapport
                                                                   -   Dealing with disgruntled patients 
                                                                   -   Ending a consultation and following up 
   Importance of     • In order to help people, we must understand their needs 
   communication     • Time constraints – need to be able to gain information 
   skills             efficiently and sensitively 
                     • Personalised care – working with patients to achieve their 
                      goals
                     • Working within teams, structured communication
    Starting a 
    consultation 
    • Open with a smile 
    • Introduction – name, role, 
     where you are calling from 
    • Consent 
    • Identification – DOB/ tel no 
    • Reason for call 
    • Set the scene -  positions in a 
     room, reduce distractions
    • Agendas 
   Informati             Accurate information gathering 
   on                    Questioning styles – open and closed questions 
                         Active listening - demonstrate listening through body language 
   gatherin              and non-verbal cues, being aware of posture, proximity, body 
                         movements and features, facial expression, eye contact.
   g                     Tools -  using pauses and silence to allow time for the individual 
                         to speak, cues such as nods and other vocal cues including 
                         agreement.