Log into Zoom 09:15 session runs 09:30 to 11:00

Introduction

This is a practical communication skills course for healthcare staff who support patients whose first language is not English.

This programme is designed for those who regularly communicate with patients, relatives or members of the public, such as:

• Receptionists
• Care Navigators
• Patient Access Teams
• Medical Reception Managers
• Practice Administrators
• Care Coordinators
• Patient Services Advisors
• General Practice Staff
• Healthcare Administrators
• Call Handling Teams
• Nurses and Healthcare Assistants
• Anyone responsible for communicating with diverse patient populations

Every patient deserves to understand their healthcare and feel understood in return. As communities become increasingly diverse, primary care teams are communicating with growing numbers of patients whose first language is not English. This creates opportunities to improve accessibility, reduce misunderstanding and build trust through more inclusive communication.

This course explores practical communication strategies that improve clarity, reduce misunderstandings and support more inclusive healthcare interactions.

Aims

This programme helps participants develop practical skills for speaking to people with english as a second language and improving communication with diverse patient populations.

• Understand the challenges faced by people communicating in a second language
• Explore the Common European Framework for language proficiency
• Recognise different levels of English language understanding and confidence
• Develop communication techniques that improve clarity and understanding
• Learn how to adapt language appropriately without being patronising
• Improve communication across face-to-face, telephone, written and online interactions
• Recognise common causes of misunderstanding and confusion
• Develop techniques for checking understanding effectively
• Improve confidence when communicating across language barriers
• Explore cultural awareness and inclusive communication approaches
• Develop practical strategies that improve accessibility and patient experience

Objectives

Participants will gain a greater appreciation of what it can be like to communicate in a second language and explore how language proficiency, confidence and cultural differences can influence conversations. The programme examines communication across face-to-face, telephone, written and online interactions.

Content

Delegates will learn practical techniques that help them adapt communication styles, simplify language, check understanding and support people with different levels of English language proficiency. The course focuses on improving communication whilst maintaining dignity, respect and inclusion.

Through discussion, practical exercises and workplace examples, participants develop the confidence and skills required when speaking to people with english as a second language in healthcare settings.

This event is not being recorded