Difficult client encounters: Balance veterinary client satisfaction with your own wellbeing in 30 days
- SubjectClient Care, Customer Service, Equine, Farm animal, Leadership, Medicine, Nursing, Small animal, Surgery
- SpeakerJenny Moffett BVetMed Msc DipMC SFHEA PGCE MRCVS
- Date08/08/2017 - 08/09/2017 - 12:00 am
- Price£175 plus VAT
This course is available online. Please see below for more details on how to attend this course via the Internet.
About this course
As veterinary staff, we know that effective relationships with our clients are central to the success of our business and good health outcomes for our patients. A significant amount of our job satisfaction also stems from working with people on a daily basis. However there are times when our interactions with client feel extremely frustrating and full of conflict.
This course will support you to develop key evidence-based skills for handling difficult client encounters. The course is relevant for anyone working in a clinical veterinary environment, and is suitable for an international audience. Topics include:
The ten things you need to know about difficult client encounters
The impact of difficult client encounters on our health, career and practice
Have you ever been FOGged (i.e. made to feel fear, obligation and guilt)?
A tale of road rage and online reviews – why are some clients so angry?
Emotional labour and veterinary medicine: a new approach to empathy
Coconut oil, Dr Google and communicating across the divide
Practical communication strategies to handle difficult client encounters at work
Emotion management strategies to handle difficult client encounters at home
Working with uncertainty, failure and medical error
Teamwork and whole-clinic approaches to difficult client encounters
Although designed to support you over 30 days, the course is entirely self-paced; you can engage with the learning materials at your own speed. Learning is supported through live webinars (which are recorded and can be viewed at a later date), bite-sized videos, selected readings, discussions, and reflective work.
For more information go to http://skillstree.teachable.com/p/difficultencounters/ , or contact us at email@example.com