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
🎓 Have a new or recently qualified graduate among the team?
We are welcoming specifically new and recently qualified graduates onto both our 7 Steps consulting skills in September and our Managing Difficult Situations course in December.
Delivered by Alison Lambert, these courses will allow new graduates to come together learning how to nail their consult room experience, communicate well with owners and know how to have tricky conversations when they do arise.
We know that adopting the 7 Steps framework is good for pets, good for owners, the clinician and the practice! We also know it is great for giving graduates confidence in running consultations and by attending the difficult situations workshop too, allows them to have the toolkit of skills as they embark on their career with you.
Our graduate specific intake of the 7 Steps Course is running in two parts via zoom on:
Part 1: Wednesday 11th September 10am-12:30pm
Part 2: Wednesday 25th September 10am-12:30pm
Our Difficult situations course is running again in two parts via zoom on:
Part 1: Tuesday 3rd December 9am-11:30pm
Part 2: Tuesday 10th December 9am-11:30pm
Delegates will have the option to join a WhatsApp group to give them additional community and support.
Book your place today!
Over the last week the Onswitch team have been on the move delivering multiple team workshops, consultancy days, a site visit and senior team meetings!
Lots of post it notes, stories, sharing of experience and journeys 👏
Reignite your client experience on the phone in just 5 Steps with our 5 Steps Telephone Skills!
Delegates will get a deeper understanding of the client journey and why their role matters in connecting patients to clinicians.
Practice's see an improvement in their overall client experience on the phone, engagement with owners and appointment offer rates.
Join us in August for our next intake!
Telephone Skills – 5 Steps - Onswitch
onswitch.co.uk
Telephone Skills - 5 Steps A tried and tested 5-step process to help practices deliver an excellent customer experience over the telephone. BOOK A COURSE 5 STEPS TELEPHONE SKILLS WHAT DOES THIS COURSE...