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Managing Difficult Situations - Dealing with Clients' Emotions

MDS - Dealing with Clients' Emotions - Birmingham

4 October 2018

09:00 – 16:30

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.

Dealing with difficult situations, especially complaints, is a subject often raised at events organised by VDS Training. So we have arranged a one-day seminar to cover the subject in depth.

You’ll learn:

  • how to discover a client’s true concerns by picking up on overt and subtle cues

  • how to express empathy

  • the power of active listening and providing space

  • the importance of body language.

Who is this course for?
The programme, which will include an opportunity to practise some of the techniques covered, is aimed at all those team members who deal directly with clients, including nurses, receptionists and managers, as well as vets, of course.

Venue Location

Lea Marston Hotel Birmingham
Haunch Lane
Kingsbury Road

Sutton Coldfield
Warwickshire
B76 0BY