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Managing Complaints and Challenging Behaviour

The Martlets Hospice

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Course Description

? Customer relations: addressing issues before a complaint is made ? Conflict management: exploring what makes a situation challenging ? Interpreting signals, maintaining safety ? Techniques to reduce the stress in the situation Time: 13.30 - 16.00 Who Should Attend: Healthcare Personnel and Support Staff such as Receptionists Speakers: Jackie Windsor, Education Manager, Martlets Hospice

? Customer relations: addressing issues before a complaint is made ? Conflict management: exploring what makes a situation challenging ? Interpreting signals, maintaining safety ? Techniques to reduce the stress in the situation Time: 13.30 - 16.00 Who Should Attend: Healthcare Personnel and Support Staff such as Receptionists Speakers: Jackie Windsor, Education Manager, Martlets Hospice

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