Managing Difficult Situations
Every member of the practice team will face uncomfortable situations from time to time, whether with clients, colleagues or suppliers. Yet it’s not the person that’s difficult, rather the situation they find themselves in (surprised by a large bill, frustrated at their pet’s poor prognosis, angry at being cut off the phone again, for example).
This two-part remote workshop will give you practical skills and techniques to help understand and successfully manage the four aspects of every difficult situation:
- You
- The other person
- Patient
- Context
Managing Difficult Situations – The Course
What will I get?
Before the workshop you will receive a personalised DISC report, highlighting unique innate communication preferences and styles so that you can tailor learnings from the course to suit your own personality and circumstances.
Part one of the workshop will explore 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?
Part two looks in detail at effective communication, using tools such as KLARDOC and showing you how to spot patterns and modify behaviours in order to prevent and pre-empt issues.
Why do I need it?
Reframing difficult situations as products of a unique set of challenging (but manageable) circumstances, rather than simply as a clash with a difficult person, will help you deal calmly and effectively with inevitable differences of opinion. Equipped with an understanding of your own communication preferences, and armed with a comprehensive set of practical tools, you’ll then be able to confidently defuse even the most difficult situation.
The two-part remote workshop, with personal DISC report, costs £330+VAT
You’ll need Zoom installed on your laptop or desktop in order to participate.
justwalkout.com/
So you know that old story we hear a lot in vet practice chats and forums when talking about the folks who pay the pay bills......
" ......well they don`t expect to walk out of Tesco/ASDA/Any Shop without paying do they?"
Well yes they do very soon!
We need a new tale to tell, as yes folks will be able to walk out without " paying"
Happening now in Amazon and TESCO test stores
So when normal is "walkout" and you get your shopping and walk out without a payment moment, we the profession need to revisit how and when we are paid for the goods and services we deliver
So of course the customers and clients do pay, as they are pre set up to use " walkout" and auto pay
So why not at the vets ?
Why not have a "walk in ,walk out" system with auto card billing just like many other services we use eg Uber etc
Client puts their card in the system
Goods and services are received
Money taken
Job done
So time to get sorted
Get a new story
Get a new way to trade
Get a new approach
If not now, when?
#OneVetTeam
justwalkout.com
Just Walk Out technology enables shoppers to simply enter a store, grab what they want, and just go. We now offer retailers the ability to leverage this technology in their stores.Looking forward to spending time with specialists in Italy at the “Meet The Expert” Congress with Boehringer Ingelheim tomorrow morning
#Zoom
All about the “two customers” that a specialist has to work with to get to a great patient outcome
The referring vet and the owner
So will be great to spend time talking about these two journeys and sharing where we can polish and make them easier
So always nice to bring theatre into Vet conversations too
#OneVetTeam
#OneManTwoGuvners
When a big hole appears, again, outside your office HQ!
So the return of the SinkHole!
SinkHole 2
Big news in Grantham
So after a year and a half of work from home we can’t get to the office even if we wanted to!
Mysterious hole reappears
Well not that mysterious really
Water board team put a camera down
“Scope the hole”
Big, big hole
Drains collapsed
And the same issue as before
So lesson to all really don’t keep putting a sticking plaster over the underlying issue
There is a big drain issue with a big hole
New tarmac won’t work
So get to the root cause - sort the big hole
Lesson for all of us, we can plaster over the issues but “it” won’t go away
We must deal with the source or cause or in this instance the big hole!
Have a good weekend
#OneVetTeam
Night shift
Technology enables learning
@YorkshireTea keeps me going!
Who knew how useful a flask would be
#OneVetTeam
#ConsultCoach
