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.


18 hours ago


Time with #FutureColleagues today as part of the in curriculum business teaching at Nottingham Vet School

Always good to spend time with our future colleagues

Good discussions today about the post covid business structure

What stays the same?
What changes?
And what has gone for good?

So many dynamic changes right now

So sticking to the core principles helps

1. We are a people business
2. We care for people who have animals in their lives
3. So learn to “get” people ASAP

Customer centred thinking means folks connect and we can then get to good patient outcomes

We can only do the right thing for patients when we work with the people who live with

So good debate

And building up to the Dragons Den next week

Great process
Good teaching
And as a Dragon one of the best days in the diary

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4 days ago


So trip to get dog food … overwhelming choices

Waaaaaay too much pondering really but anyway ponder we did!

And spotted the Christmas advent calendars for pets

So it’s simple really, in our opinion ……

Keep Christmas in December!!

So what do you reckon?

Intriguing to see folks stocking up and buying for their pets already

Too early or ok?
Do you buy presents for your pets?

We do but in December!

Weekend debate time

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5 days ago


A different sort of day today for Alison
Spending time with the Elanco and Moredun teams talking with RAMAs all hosted by Adam Henson from Countryfile

All about how we can communicate better with our farmers
Great way to outreach

Short, sharp, snappy,focussed communication
No long winded webinars!

Panel chats and nice delegate involvement

Fascinating day ahead

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Huge thank you to Alison @OnswitchLtd and Colin @XLVetsEquine for teaching, and inspiring @NottinghamVets students today #clientoriented #values #communication #listen🩺

Always good to talk about what the people we care for actually want
We are a people business
We care for people who just happen to have animals in their lives

Excellent thread for all #OneVetTeam
One to ponder!
Vet school entry interview question for me to use next time too
Critical thinking and creative thoughts
Just what we need

Big thanks to @AdamHenson for hosting our third #A2K event for #RAMAs & #livestockvets today &to our brilliant speakers @philip_skuce, Beth Wells from @MoredunComms, Alison Lambert from @OnswitchLtd & our own Matt Colston! Another great event #A2K @AMTRA_RAMA _RAMA @OTCnewsfeed

Thankyou for the invite
Really interesting session
Panels,questions ,snappy short talks, videos, interviews, case studies
Everything that makes it so much more interesting than a webinar
Great fun #learning

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01476 565343