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...Agenda welcome catch up essential communication skills break case discussions close aims starting a consultation information gathering building and maintaining rapport dealing with disgruntled patients ending following importance of in order to help people we must understand their needs time constraints need be able gain efficiently sensitively personalised care working achieve goals within teams structured open smile introduction name role where you are calling from consent identification dob tel no reason for call set the scene positions room reduce distractions agendas informati accurate on questioning styles closed questions active listening demonstrate through body language gatherin non verbal cues being aware posture proximity movements features facial expression eye contact g tools using pauses silence allow individual speak such as nods other vocal including agreement...