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Dealing with Challenging Interpersonal Dynamics: Making Reception Safe and Sane within Medical Practices

Practice receptionists serve a far broader mix of people and personalities than almost any other profession. And by far, most of our community members are pleasant, cooperative, and appreciative of our services. A certain percentage, however, display behaviours which can be brought on from worry, fear, anger, denial, or anxiety – creating a difficult situation for all concerned. To successfully manage these uncomfortable and often unsafe situations, front line staff need special skills, and focused management strategies – if we are to interact with service users effectively and keep our workplace a safe place for us to be and to feel good about. The workshop’s focus on real medical practice work dynamics, and its unique, hands on – what to do – training emphasis goes to the heart of addressing a topic that concerns every reception staff member.

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