Managing end of life phone conversations

This workshop will help anyone working in practice or in pet cremation services deliver empathic care when it is most needed.

Managing end of life phone conversations

What does this course cover?

The first workshop session looks at the why and how of client communication and the customer experience – 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 along the end-of-life pathway
  • Reviewing the findings of research undertaken with owners after loss
  • The Peak-End model of memory creation
  • Using ‘listen, empathise, personalise’ to create an action plan for care, euthanasia and cremation

 

Delegates then spend a week or so reflecting on learnings and refining their own practice, before returning for a second interactive online session.

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

In the second workshop we focus on building the communication skills needed in order to improve the end-of-life experience:

  • 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

 

This two-stage embedding of learning makes the ‘Managing end of life phone conversations’ workshop powerful, memorable and unique.

This workshop has two separate parts, each delivered via Zoom a week apart. You will need a device with good sound and a camera.

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