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Managing difficult situations

Understanding context and communication styles is key to effectively managing conflict. Learning the fundamentals of how processes and people interact gives you the confidence and competence to prevent most difficult situations arising, and defuse them when they do.

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£330 + VAT

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Description

What does this course cover?

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

In-person workshops are also available to book for your practice team.

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.

HEAR FROM OUR CUSTOMERS

“Just wanted to say a massive thank you for the course - eye opening and so interesting, it has changed the way I think and will handle calls forever”

Camilla ChurchVet and Business Owner, Perth Equine Vets

“Onswitch have been transformative for the structure and management of our practice. We have used them since about 6 months after we opened and we have gone from chaotic disorganised mayhem to chaotic organised mayhem. Exactly the way we like it! Always helpful, always there, they have allowed our business to grow and thrive in a vision that still remains 'us'”

Carly DayVet and Business Owner, Bury St Edmunds Veterinary Centre

“We requested a Business Health Check as we had experienced rather rapid growth at the practice and felt we were losing some direction. Having an outside view of the business have us an honest and real account of where we were, what needed to be done to achieve what we wanted and a framework to support this. We have made inroads into starting processes to improve our ways of working and are enjoying seeing the impact these ongoing developments are already having for our team and our patients. ”

Lucy ButlerAldgate Veterinary Practice

“Onswitch's price checker provided us with some really valuable insights into our competitors and ensured that we were pricing our common procedures competitively. It was really good value and saved us a lot of leg work!”

Ellie LeeBusiness Owner, Manchester Cat Clinic

“We've used the Consult Coach program for a number of years, and find it particularly effective with our early career veterinarians. While filming consultations can be daunting, we find the feedback process is ultimately rewarding and drives positive change. The 7 Steps process gives a clear framework for effective consultations and the personalised feedback helps them improve and gain confidence as well as get better outcomes for clients, pets and their clinics.”

Lindsay EvansGreencross Vets, Veterinary Learning and Development Manager

“Alison's advice has been invaluable both before and after opening our independent small animal practice and helped the practice to thrive. Her wide ranging experience at a national and international level and pragmatic approach are brilliant to give an outside perspective.”

Emily Knight, Business Owner, Wight Vets

“The New Practice Viability Study offered by Onswitch was immensely helpful in starting our new business on solid foundation. Not only did it help me carefully choose our premises but it also opened my eyes to various factors that had never been brought to my attention before. Sophie C and Alison were incredible supportive throughout the entire premises journey and were always available to answer all my questions. I would highly recommend Onswitch's viability study!”

Wojciech WoszczynskiBusiness Owner, Bluebell Veterinary Surgery

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