Difficult client encounters: Balance veterinary client satisfaction with your own wellbeing in 30 da

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About the course


The veterinary-client relationship forms a central part of veterinary work, and our ability to achieve the best outcomes for our patients. We also derive a significant amount of job satisfaction from working with people on a daily basis. But, at times, we can experience difficult interactions with our clients.

This course aims to support you to develop the communication and management skills to better navigate difficult client encounters. The course is relevant for anyone working in a clinical veterinary environment, and is suitable for an international audience.

  • 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-size podcasts, selected readings, discussions, and reflective work. This course takes 6 hours to complete and a certificate of participation will be provided at the end.

The course will launch in August 2017 - to pre-register, use the enroll button above. If you have any questions, please contact us at hello@skillstree.co.uk

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