Managing Difficult Situations

A two-part interactive remote workshop to help you prevent most issues arising and equip you with the skills to manage conflict when it does occur

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.


3 days ago


So part of what we do every month is evaluating locations for new practices

Been doing a lot of these recently as more and more folks look at the possibility of “Opening their own practice”

When we look at a location we assess how many target audience households there are eg pet or horse owners or demand for certain farm services

And it’s usual to find there are plenty of practices serving that audience already , so any new site will need to be able to differentiate themselves or have a point of difference and a “compelling reason to change “ for the local community

So this mornings site evaluation was a surprise

For the first time, in a long time, we have a location that is underserved by practices

Eg a true gap in the market

Highly unusual
Very odd
And on closer digging the reason became clear

3 local practices in the drive time analysis have closed …. For good

So as we work with our post covid situation it’s intriguing to watch sites closing for good and where others are opening up and doing great in the same area

So fascinating times indeed

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@OnswitchLtd Nor cake, which seems to be a lot of adverts' compensation of choice....

@OnswitchLtd 10 to a penny?!!! Not how you describe any future colleague. #Bedrock #respect. FYI - cake is no longer an exciting treat - most of us provide it as standard

When you see the quote:
“ you can’t get vet nurses for love nor money” maybe thats where folks have been going wrong?
It’s a job, career, a responsible role so PAY money don’t expect it done for love
It’s not about cakes & puppies

Just spent the evening with 3 folks who are looking to do their own thing
2 parts a week apart
All by zoom
Private session for 3 colleagues
Key question
#Flexible #Learning #Plan
Why not be the boss?


Exciting times well done #OpenYourOwnPractice all very possible

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01476 565343