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Managing Difficult Situations

For all team members who deal directly with clients

No-one in business relishes the prospect of dealing with difficult situations. Veterinary practice is no different. Complaints in particular can have a profound and destructive effect on team morale, and ultimately the business.

Difficult situations can arise from a variety of sources and require speedy and efficient management. Handled appropriately, some disillusioned and disgruntled clients can even be converted into firm advocates for the practice.

The 'Managing Difficult Situations' course is aimed at all team members who deal directly with clients, including nurses, receptionists, managers and members of the administration team as well as vets, of course!