b'Mix & match modulesto suit your needs Front line complaint handling & growing E.I .Being an effective team member at work What is emotional intelligence and why is it importantWhat makes a good team? A motivating and insightful when dealing with patients? Using skills and tools to dealmodule how to be a productive team member well with a range of emotional situations right at the front of the practice. What is a complaint and what isTelephone call handling receptions part in complaint handling. OmbudsmansGolden rules of call handling. Active listening & good advice and who is Freda?questioning. Barriers to delivering good customer care and dealing with angry patients. Dealing well with Violence or Aggression Is this a growing challenge in healthcare? What are theMedical Terminology for non-medical staff triggers and why? What is really going on?not just onPractical how to session. Origins, building blocks, rules and the surface of the confrontation.My reaction topractical application. Pharmaceutical and surgical aggressionhelp or hinder? What is zero tolerance andabbreviations included. does it really work? Learning to be observant and risk manage. Tips, skills and techniques to keep ourselvesResilience & Stress Management for busy staff safe and how to de-escalate aggression with uniqueWhat is stress and what causes it for us?Exploring the and proven interventions. This session also includes somephysical effects of stress. Recognising when its happening self-care to support front line staff.and practical ways to deal with it at work.4'