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

What does this course cover?

The first workshop session explores 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?
  • Understanding the four aspects of difficult situations (you, the other person, patient and context)

 

Delegates then spend a week or so reflecting on learnings and refining their own practice, before returning for a second interactive online session. You will receive a personalised DISC report, highlighting unique innate communication preferences and styles so that you can tailor learnings to suit your own personality and circumstances.

In the second workshop we focus on:

 

  • How to deliver effective communication,
  • How to use tools such as KLARDOC
  • Show you how to spot patterns and modify behaviours in order to prevent and pre-empt issues.

 

This two-part interactive workshop will give you the confidence and competence to prevent most difficult issues arising, and will equip you with the skills to manage conflict when it does occur.

 

You’ll also receive a personal DISC report, included in the workshop fee of £330+VAT

Small group, maximum of 8 delegates, total 5 hours CPD – interactive style workshop.

Facebook

1 month ago

Onswitch

Have a peaceful Weekend everyone
Some lovely tulips to make you smile
#OneVetTeam
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2 months ago

Onswitch

So someone had to do it….

Alison is in Marbella chairing the VetForum Europe event

She tells us it was raining but isn’t now

So the meeting is where ideas, thoughts and experiences about vet practices across Europe are shared and folks can learn and meet other colleagues who own and work in practices

Unlike most vet events there are no trade stands, so everyone does a “speed dating” chat with each other at pre booked times - very clever and as the pop up says “Trade the hard sell for a real conversation”

The opening session was from Christoffer Precht from Bain Consulting - one of the leading global consultancies for vet business

A very thought provoking overview of vet service delivery across Europe

The key message?

Well as vet groups have got bigger and bigger it’s time to focus on the customer and patient experience - very pleased to hear this👍

And more importantly -time to do the “basics brilliantly”

So as we ponder what that means to each practice, it really does mean it’s time to focus on the people who make it all happen

The clients who have patients in need

and

the team who deliver that care

Fascinating to hear the economic and operational perspective from a leading global consultant

His words “…it’s time to do better .. do the basics brilliantly .. the customer journey matters and the patient and client experience matters “

It’s all about people
Always has been…
And always will be

#OneVetTeam
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Twitter

Good question
Culture
Hidden curriculum
We change the world when we change what we do = need to admit we need to polish ,flex ,modify and change a few words
Need feedback loops
Few vets like feedback loops, essential for awareness raising and change
#Feedback
#ConsultCoach

Agree. That’s why I have a ruler in the consult room. https://twitter.com/OnswitchLtd/status/1522652787829616641

Measure
Monitor
Rebook
Pictures
Callipers
Rulers
See again repeat
Never “keep an eye on it”

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Contact Us

01476 565343

info@onswitch.co.uk