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.
Well done to Leicester City on winning the FA Cup
You will see and read about the Tieleman goal, it was rather rather special
1-0 Leicester
Then you will probably read about the VAR incident that disallowed the Chelsea goal
So Leicester win
Well we hope you hear about, see and watch the role of the goalie Kasper Schmeichel
2 utterly stunning saves
2 utterly brilliant moments
2 utterly athletic stops
So keeping Leicester at 1-0 up
Without those saves Chelsea win, regardless of the VAR
So highlighting yet again the importance of the whole team
Each has a role to play
Each role does a crucial job
Just some roles we rarely hear about
Kasper won the cup for Leicester with 2 amazing saves, yet you will be reading about that goal
So for our Veterinary profession there are roles we don’t see or hear as much as we should
Without these roles the care just doesn’t happen
Without these roles patients don’t get the care or outcomes
So see the goalies
See the roles who we don’t hear about
Who are your goalies?
Who is your Kaspar?
It takes the whole #OneVetTeam to deliver care
#Nurses #CustomerCare #vets
#Team #VNAM2021
www.bbc.co.uk/sport/football/57130809
'So happy I can't begin to describe it'
www.bbc.co.uk
Leicester captain Kasper Schmeichel says his joy at leading them to a first-ever FA Cup is "indescribable" after beating Chelsea.All done #covidvacccine
We have a fully vaccinated Alison so we can let her out now to socialise and travel and go into kennels!
So intriguing to see the handout ALL folks were given pre vaccination on arrival by the “meet & greet” team
All the vaccine info explaining what it is and what might happen
Total transparency.
Clarity of risk.
Effective way to show that there are “Very Common” side effects and 1 in 10 of you will feel feverish sick and off colour - correct!
“Common” may affect 1 in 10
“uncommon” may affect 1 in a 100
“Rare” 1 in 1000
and then “Not known”
So very clear and in plain English - the rest is gobbledygook and tech blah blah blah - this bit however is very clear
So made us think
What do we give owners about vaccines and medications or ops we do?
Do we give them something pre procedure eg a document or email or reference?
One thing, if anything, has changed during covid is health literacy has become better
Folks talk about risk and benefit more
Conversations about vaccine are more common and so understanding of consequences are more talked about
It’s a public debate and we must work with the upswing in understanding, not fight it
So #WeekendDebate do we need to give a resource to clients for all meds, vaccines and procedures pre event so risks are known and can be discussed more openly ?
What do you think?
If you don’t think it’s needed, why not?
If you think it is needed, why?
Surely clarity of communication is all about trust
And trust means we can work with our customers even when things don’t quite go according to plan
Isn’t that honest?
Isn’t that fair?
Isn’t that what we need to do to have these risk conversation pre event rather than explaining what happened post event?
So over to you ...... what do you reckon?
Have a peaceful weekend
#OneVetTeam
#SoreArm
#1in10
We had a lovely surprise today at HQ today
Thankyou
We talk to lots of people, about lots of things and there is always a moment of connection and this chat was about communicating with flags!
So it’s fascinating to see how messages can be sent with images eg flags when on the high seas
Fascinating
It works well when everyone uses the same language
Flags work well as a common language and is understand by all using it
Therein lies a challenge in veterinary care, as we often speak one language “VetSpeak” and our clients often speak another “PlainEnglish”
So working to speak the same language is key for patient outcomes
It’s about finding that understanding just like flags!
#OneVetTeam
#VetSpeak
#Thankyou
@Anonyvet @bevwoodruffe @OnswitchLtd @bouldie Be that client. You’ve bought that brachy, you realise on a Sunday you’ve ran out of meds, bull got in with the heifers, money’s tight so you’ve bred from your bitch. List goes on. You want an empathetic vet, not one that slags you off, to your face or behind your back
This!
And this again
we are an ecosystem of #people
Clients and team
We cannot get to optimal patient outcomes without a collaborative approach with clients
We are a people business those people just happen to have animals in their lives #empathy #embrace #engage #OneVetTeam
#ShowTheSalary great campaign to help get clarity & transparency of pay
Vet Sector has so many “ competitive salaries” or “excellent pay” or “commensurate to experience ”
Just put the pay scale on the ad!
When this happens it is transparent
It helps
https://showthesalary.com/about/