How to Work with Challenging Clients

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About the course

As we all know there can be some really tough situations in practice from time to time.  Emotions can run high, whether it is from issues with finances, mis-communications or bad news regarding their loved one.  This day course will cover how to deal with tricky situations, how to discuss matters with clients and what as RVNs we can legally do in regards to what we can say or do when in these situations.  The role of communication techniques will play a large part of this day and there will be a lot of case studies.

Specific areas to be covered:

•   Forms of communication

•   What can go wrong

•   Avoiding potential problems

•   Avoiding conflict

•   Managing financial situations

•   Effective communication skills

•   Legal implications for RVNs



Nicola Ackerman BSc(Hons), CertSAN, CertECC, VTS(Nutrition), A1 V1 C-SQP Hons, RVN

Head Medicine Nurse, The Veterinary Hospital Group Ltd, Plymouth

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