Details
course Objectives
By the end of this training, participants will: • Develop customer service skills tailored for the healthcare sector. • Learn strategies to handle difficult patients and families professionally. • Improve empathy, communication, and listening skills in patient care. • Understand how attitude affects healthcare delivery and organizational reputation. • Gain confidence in conflict resolution and stress management. • Align with global best practices in healthcare service and ethics. ⸻ 📚 Course Modules 1. Customer Orientation in Healthcare • Understanding patients as customers • Service culture in hospitals and clinics 2. Attitude and Professionalism • Building a positive mindset for healthcare work • Ethics, discipline, and accountability 3. Effective Communication Skills • Active listening & empathy • Delivering bad news with sensitivity 4. Patient Relationship Management • Handling difficult or irate patients • Turning complaints into opportunities 5. Teamwork & Workplace Collaboration • Working effectively with colleagues • Reducing workplace conflict 6. Emotional Intelligence in Healthcare • Stress management & self-control • Developing resilience as a healthcare worker ⸻ 👩⚕️ Target Audience • Doctors • Nurses • Pharmacists • Front-desk staff & customer service officers in hospitals • Medical laboratory staff • Healthcare administrators • All healthcare professionals who interact with patients
