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Dealing
with difficult situations and aggression in the veterinary clinic
This
course is delivered at your clinic and covers developing communication skills to enable staff to
deal with customers on the telephone and face to face in difficult
and/or aggressive situations.
Who
should attend
Vets and staff.
What
they will learn
1. How to handle the initial encounter.
2. Achieving a positive outcome from the situation.
3. Minimising the impact on other customers and staff.
4. Preventing the situation occurring in the first place.
5. Building relationships with customers and managing their expectations.
Course
content
1. Differences between face to face and telephone communications.
2. Managing anger and aggression.
3. Understanding different levels of conflict.
4. Assertiveness.
5. Dealing with drink/drugs or mental health issues.
6. Responding to behaviour.
7. Listening skills.
8. Gaining confidence.
Fees
Fees
vary according to the length of the workshop and are for up to 15
attendees:
Lunchtime
or breakfast briefing (two hours) £300 plus VAT.
Half
day workshop £500 plus VAT.
Full
day workshop £1000 plus VAT.
Booking
Please contact us to book a course or for more information, call
Fiona Stuart-Wilson on 020 8255 2070 or contact her by email. |
