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Veterinary Clinics





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 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.

Please contact us to book a course or for more information, call Fiona Stuart-Wilson on 020 8255 2070 or contact her by email.

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