Dealing with pets' health issues can be emotionally charged for pet owners, and their concerns may manifest in difficult conversations or heightened emotions. In such situations, maintaining a calm demeanor is crucial for several reasons. Firstly, it helps establish trust and confidence your skills and abilities, creating a positive atmosphere for effective communication. A composed attitude also enables you to listen attentively, understand the client's concerns, and provide appropriate responses. Overall, by keeping calm during challenging client interactions, you can enhance client satisfaction, improve patient care, and contribute to a more harmonious and successful veterinary practice.

In this course, you will explore how you can stay calm and take control in challenging situations.

Learning outcomes:

• Understanding our physiology in stressful situations
• Practical tips for highly emotive situations

Course Type:

• Interactive video lessons that should take up to 30 min to complete

Education plays a vital role in empowering clients with knowledge about preventive measures, such as vaccinations, regular check-ups, and appropriate nutrition. By imparting information on common diseases, potential risks, and the importance of early detection, animal health care professionals can help clients make informed decisions and proactively safeguard their pets' health. Additionally, building client compliance involves fostering a strong relationship between the practice team and pet owners, emphasizing the importance of following medical advice, treatment plans, and medication schedules. By establishing trust, providing clear instructions, and addressing any concerns, animal health care professionals can ensure that clients actively participate in their pets' healthcare journey, leading to improved outcomes and enhanced well-being for their beloved animal companions.

In this course, you will explore how you can effectively educate our clients and build compliance so that your patients receive the care that we know they deserve.

Learning outcomes:

• Understanding compliance
• The 5-Step process for making recommendations
• Delivering clear recommendations
• Client objections

CPD Points:

• 0.25 AVNAT

When clients visit a clinic they likely have a preconceived idea of how the people within the practice will look, how they will sound and how they will behave. As vets, nurses and customer care team members we need to ensure that the way we present ourselves reflects a professional image at all times.

In this course, you will explore how you can present a professional image in your role as a health care provider.

Learning outcomes: 

• Positive first impressions
• Professional appearance considerations
• Professional language considerations
• Professional body language considerations
• Confidence in delivering information to clients

AVNAT Points:   0.25

Using Assertive Language, Diffusing Anger and Working with Client Disappointment

Understand why clients can become difficult and explore awareness and communication tools to support yourself and your team in preparing for and dealing with difficult client situations.

Learning Outcomes:

• Why clients become difficult
• Managing aggressive behaviour
• The impact of emotions in conflict
• Communication tools to support difficult situations
• Tips for de-escalating conflict situations

Course Content:

• Interactive video with quiz questions 
• Allow up to 1 hour to complete
  
• Certificate of Completion

Features:

• Either 
• For individual course purchase, you have access to the course for 365 days
• For subscriptions, you have access to this course while your subscriptions is active
• Complete quiz activities to attain your certificate of achievement
  

CPD Points:

• 1 AVNAT CPD Point
  

Discover tips for improved communication in the workplace, understand different communication styles and how to overcome communication barriers.

Course Type:
Interactive lessons that should take up to 1 hour to complete

Features:
You have access to the course for 365 days
Includes downloadable resources
Complete interactive lessons to attain your certificate of achievement

CPD Points:
1 AVNAT