Communication and complaint handling: turning difficult situations into trust
Enable participants to communicate clearly and empathetically, prevent dissatisfaction, defuse difficult situations, receive and handle a complaint methodically, and then ensure the traceability and handover of the actions taken.
Participants develop clear and empathetic communication, and learn to prevent dissatisfaction, defuse tension and handle complaints within the limits of their role.
- verbal and non-verbal communication
- active listening and rephrasing
- emotional management
- preventing dissatisfaction
- defusing tension
- methodical complaint handling
- traceability of exchanges and actions
- responsible referral and escalation
- confidentiality
- participating in continual improvement
The detailed programme for this workshop has not been published yet.
This programme is announced: its detailed content will be published shortly.
Provide a school enrolment certificate, a copy of a diploma, a training certificate or proof of professional experience. Experience in reception or patient contact is an advantage but not mandatory.
- reception staff and receptionists
- medical secretaries
- cashiers and administrative staff
- staff responsible for patient registration
- insurance and agreements staff
- call centre or messaging staff
- front desk managers and supervisors
- students and recent graduates interested in healthcare reception
This programme strengthens skills and employability; it is not an automatic promise of recruitment.
