7 Steps Consult Coaching Skills
What does this course cover?
The first workshop session looks at the why and how of client communication in the consult – why it matters and how to get it right. We cover a range of key topics over two and a half hours:
- What is the customer experience? What does a ‘good’ and ‘bad’ experience feel like?
- Understanding the customer journey to and through the practice
- The Peak-End model of memory creation
- What is the Zero Moment of Truth and why does it matter?
- Using ‘listen, empathise, personalise’ to make treatment plans
- Introducing the 7 Steps
Delegates then spend a week or so reflecting on learnings and refining their own practice, before returning for a second interactive online session.
In the second workshop we focus on what you need to do in order to deliver a consistently excellent customer experience in the consult, whether in person or via virtual means:
- Reviewing studies evidencing how choice of words is crucial
- Introducing the concept of recipient design, tailoring conversations according to the differing styles and needs of clients
- Looking at a range of common communication models
- Breaking down the 7 Steps in detail, with practical examples of how to implement each
This two-stage embedding of learning makes the 7 Steps Consult Coaching Skills workshop powerful, memorable and unique.
Small group, maximum of 8 delegates, 5 hours CPD – interactive style workshop.
This workshop has two separate parts, each delivered via Zoom a week apart.
You will need a device with good sound and a camera.
Alison has been in Bulgaria with Small Animal Vet colleagues from across Bulgaria
It’s great to meet and chat with folks who care for patients in other countries and we all learn something from this knowledge sharing
The local beer is very good and much needed after 4 hours of lectures about caring for people with pets to get to good patient outcomes
It’s also quite a bit warmer than the U.K. usually is !
So big thank you to the BASAV for the invitation and hospitality and thank you to the translators for making it possible
And thank you to BSAVA and WSAVA for enabling attendees to access the invaluable BSAVA Manuals on line…. Make sure you look at the Practice Management one - (needs a refresh Carole Clark and Marion Chapman !)
#Collaborative
#OneVetTeam
#Colleagues
#PatientOutcomes
So it’s a been a busy few weeks for Team Onswitch
And we took a break from social space as quite frankly we had stuff to do!
The world has opened up and all the conferences and projects and research are all happening at the same time !
So here is a taster of the recent congresses from around the world
It’s been good to be face to face again and it has added to the virtual connections, so a new world of fusion learning and debate
Learning is now more accessible with online and remote formats, so made us think about what is the point of an attendance event?
Discussed today at the Proveto Utrecht Vet event - great fun as always
So if a speaker ( in this case Alison ) is actually there ,what is the reason to go and listen versus doing a webinar or online lecture ?
Our view is it’s about the stuff you didnt know you needed to know - the new thoughts, ideas and the deep meaningful and controversial stuff
Face to face means we can debate in a safe space those topics that are never in the webinars as you can’t get the deep connection to robustly debate issues
After all what’s the point of hearing the same stuff again and again and again
Face to face is more focussed and stimulates debate and questions
Well that’s our view … what’s yours?
Why attend an event at all?
#OneVetTeam
Join us for our 7 Steps Consult Skills course!
This course is delivered in two parts remotely meaning you don't have to travel. Our upcoming May course is running on:
Part 1: Tuesday 3rd May 10am-12:30
Part 2: Tuesday 10th May 10am-12:30
The first workshop session looks at the why and how of client communication in the consult – why it matters and how to get it right.
In the second workshop we focus on what you need to do in order to deliver a consistently excellent customer experience in the consult, whether in person or via virtual means.
We get good patient outcomes when we work with the people who live with them.
Book your place here: onswitch.co.uk/product/7-steps-consult-coaching-skills/
#CX
Consult Coach Online Workshop - Onswitch
onswitch.co.uk
DATE 1 Part 1: Tuesday 3rd May 10am-12:30 Part 2: Tuesday 10th May 10am-12:30 DATE 2 Part 1: Thursday 7th July 10am-12:30 Part 2: Thursday 14th July 10am-12:30 DATE 3 Part 1: Wednesday 7th September 1...
@OnswitchLtd New phone system going in over the summer -- I'll ask now that in the speck they make sure we can gather that data! Gather the date, get my facts, make sure we are resourced and then train the team! cheers
That time of year
Strawberries massive crop so jam is the answer
Repurposing of jam jars every year
And jam will last for ages
Grow your own
Buy local
Eat seasonal
Plan ahead
#GrowYourOwn
Arrived in Bulgaria for the small Animal event. Great to see access to @thebsava manuals for delegates made available at no charge as part of a support package to help vet colleague here via @VetsWSAVA
Management manual will be due an update 😉
#OneVetTeam #Colleagues
Thankyou to @pru_west for alerting us to this fab looking 3 days
Booked👍
This is what we need to be debating right now
https://www.thebritishacademy.ac.uk/events/british-academy-conferences/constructing-and-contesting-veterinary-expertise-professionals-publics-and-prospects/
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