Managing Difficult Situations

A two-part interactive remote workshop to help you prevent predictable issues arising and equip you with the skills to manage conflict when it does occur. 

What does this course cover?

This two-part interactive workshop will give delegates the confidence and competence to prevent most difficult issues arising, and will equip them with the skills to manage conflict when it does occur.

 

The course is an interactive workshop and is $595+gst for 5 hours of CPD split in two sessions.

This course is suitable for anyone in practice (clinical or non-clinical team members) as we all face difficult situations at different points.

This workshop will be run on Zoom. You will need to have sound, vision and a mic on your device as all delegates need to participate throughout.

The first workshop session explores the bigger picture of process and people:

 

  • Where are the touchpoints on the customer journey that commonly cause issues?
  • What do good and bad experiences look and feel like?
  • Understanding the four aspects of difficult situations (you, the other person, patient and context)

 

Delegates then spend a week or so reflecting on learnings and refining their own practice, before returning for a second interactive online session. You will receive a personalised DISC report, highlighting unique innate communication preferences and styles so that you can tailor learnings to suit your own personality and circumstances.

 

In the second session we focus on handling the difficult situations when they do arise:

  • How to deliver effective communication
  • How to use tools such as KLARDOC
  • Show you how to spot patterns and modify behaviours in order to prevent and pre-empt issues

  • Jackie Elsey, our Customer Care supervisor, receives the Index mystery shopper report each month. The charts are clearly presented, so it’s easy to see how we’ve done, compared both to recent months and to the national average in each measure…

    Willow Veterinary Centres

  • We use the Onswitch Index every month as an accurate and effective tool to randomly monitor the quality of our call answering. In this way we ensure that we maintain our high standards and can give the team appropriate feedback…

    Ian Stroud, Vet4Life

  • Thank you very much for the Mini Fixer Report – two have just come by post and they look really smart. I’ve put a keen member of the team on to it – she’ll look to action the recommendations…

    Anne Stewart, Robson and Prescott Vets

  • We’re always looking to further improve the service we give to our clients, – we pride ourselves on always going the extra mile, and our Mini Fixer is another tool to help us measure performance…

    Verity Johnson, Sandhole Veterinary Centre

  • The Fixer report weighed in at over 100 pages, detailing the findings of a range of research with clients, local owners and pet care businesses, as well as a comprehensive audit of four key aspects of our business…

    Jonathan Newman, Newman Watters Vets

  • Onswitch created and led a team session with us a few years back and I was really pleased with the results. Shaping our approach together, as to how we put the customer at the heart of everything we do, was so valuable…

    Adam Tjolle, Inglis Vets

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Onswitch

2 months ago

Onswitch

Ed the cat joined a team for a workshop Alison was delivering on her Australian trip!

Always nice to have a furry friend join in, even to sit on the materials 🐱🐱 ... See MoreSee Less

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01476 565343

info@onswitchaustralia.com