Tried and tested 7-step process focusing on the unique role of vets and RVNs to help enhance communication skills.
What does this course cover?
The first workshop session looks at the why and how of client communication in the consult – why it matters and how to get it right. We cover a range of key topics over two and a half hours:
- What is the customer experience? What does a ‘good’ and ‘bad’ experience feel like?
- Understanding the customer journey to and through the practice
- The Peak-End model of memory creation
- What is the Zero Moment of Truth and why does it matter?
- Using ‘listen, empathise, personalise’ to make treatment plans
- Introducing the 7 Steps
Delegates then spend a week or so reflecting on learnings and refining their own practice, before returning for a second interactive online session.
In the second workshop we focus on what you need to do in order to deliver a consistently excellent customer experience in the consult, whether in person or via virtual means:
- Reviewing studies evidencing how choice of words is crucial
- Introducing the concept of recipient design, tailoring conversations according to the differing styles and needs of clients
- Looking at a range of common communication models
- Breaking down the 7 Steps in detail, with practical examples of how to implement each
This two-stage embedding of learning makes the 7 Steps Consult Coaching Skills workshop powerful, memorable and unique.
Small group, maximum of 8 delegates, 5 hours CPD – interactive style workshop.
This course is run on Zoom, you will need a device with sound, camera and mic as all delegates are required to participate throughout. Each delegate will receive a CPD certificate following the course.
The Veterinary Conference program has been released!
Alison looks forward to joining you - see what is on here!
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 🐱🐱
Alison spent the evening with BSAVA talking about how to have conversations with clients in the unplanned consults.
We covered a lot of ground and the journey starts well before the consult took place.
Start with the “Bit before you”
What has happened before you say hello?
Life is complex and we do need to know more about how owners end up in front of you.
Their journey matters,
Their start point matters,
And people care deeply about their pets.
Of course we went a bit off piste into skills gaps, loo roll choices and ethical challenges … but we did! Worth a listen if you have access ☺️
#Onswitch
#BitBeforeYou