In any organisation, reception staff are the public face that either welcomes prospective customers or excludes them. Often health reception staff have a traditional image of being rather alarming and fierce and this may prevent clients approaching a service.

This two-day course looks at the essence of what is expected of workers and equips them with the key tools to handle difficult situations, pass prospective clients on to people who can help and use available sources of support.

Course objectives:

On completion of the course participants will be able to:

• Describe the kinds of pressures clients may face when they contact the agency

• Communicate in a clear and assertive way with clients face to face or over the phone.

• Chose appropriate ways to respond to a client a client who is angry or upset

• Respond appropriately to clients who are in a crisis
• Suggest relevant emergency services to a client and how a client may contact them
• Get support during or after an incident from a fellow member of staff

DANOS Units or other National Occupational Standards:

AA2 – Relate to and interact with, individuals

AA5 – Interact with individuals using telecommunications               

To view or download DANOS standards click here

For information about how we use DANOS click here