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
From our conversations with many of you in practice we have heard you say that discussing the cost of care can be tricky. Thats why we have launches the "Talking about care and discussing fees" course!
This workshop has been developed to support both customer care and clinical teams in discussing veterinary fees confidently and clearly with clients.
Topics covered will include:
• Why value matters
• Building trust and empathy through client communications
• Discussing cost – the importance of transparency and understanding
• How to demonstrate value, not just the price
• What happens when we don’t do it well
• Creating best-practice conversations about fees
Now taking bookings for the first course running in April!
onswitch.co.uk
We know that for many people working in veterinary practice, discussing the cost of care can be tricky. This workshop will give delegates practical skills needed to handle these conversations confide...Worth a revisit
It’s all about connection.
There is admin that clients can do for themselves and are happy to choose to do if they wish to
Then there is a moment when care needs to be curated and coproduced eg the collaborative moments
So make sure to connect at point of need eg when a client needs help to know what to do
There’s admin
And there’s the need to help and connect
Most folks still call
Typically there are 1000 calls managed per vet per month and maybe a few hundred app chats or online bookings
So most folks do call as they need your help
So remember the phone still counts!
#FirstContactResolution
#FirstCallResolution
#Train
#Measure
#Manage
onswitch.co.uk/index.php/telephone-skills-5-steps/
Thinking of opening a practice? Join us for our Open Your Own Practice course coming up in February!
In this course we explore what it takes from writing your business plan to launching and how to make your vision come to life. This two part course is delivered via Zoom on:
Part 1: Thursday 16th February 6pm-8:30pm
Part 2: Thursday 23rd February 6pm-8:30pm
Give us a call to book your place: 01476 565343 or email info@onswitch.co.uk