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Dealing
with difficult situations and aggression in the veterinary clinic
This
course 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.
Contact us to book the course or for further information.
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