| Course Description: |
Whether supporting patients in distress, managing high-pressure situations, or navigating challenging interactions with colleagues or families, our training courses equip NHS professionals with the skills and confidence to handle complex scenarios effectively. Our courses cover critical areas such as conflict resolution, de-escalation techniques, managing challenging behaviour, and lone worker safety. By providing practical tools and strategies, we help create safer, more productive healthcare environments for staff and patients alike. Teaches staff how to manage and defuse difficult phone conversations, learners will learn coping strategies for use during and after an aggressive call. Used effectively, our training will allow conversations to progress more productively. By the end of this course you will be able to Recognise telephone conflict,, Start a call positively, Implement strategies to manage a challenging call, Report incidents effectively. At IKON Training, we stay up to date with evolving NHS guidelines, legislation, and best practices, delivering a whole-service approach tailored to the healthcare sector. We are committed to empowering NHS teams to deliver exceptional care while ensuring their own safety, wellbeing, and professional growth. Policy definitions, Causes of challenging calls, Positive body language, Customer service principles, Self-awareness in difficult situations, Recognising telephone conflict, Attitude and behaviour model, Managing difficult and distressed conversations, Listening model to defuse, Structured model to manage and end calls when required, De-escalation strategies and techniques, Documentation and systems, Post-incident procedures , Options for support. Incident reporting and support. |