• Identify and manage difficult customer behaviours.
• Implement personal safety strategies during high-tension interactions.
• Apply techniques to handle emotions in conflict situations.
• Remain calm and assertive with rude clients.
• Use structured processes to address and resolve formal complaints.

• 1 AVNAT

This course empowers veterinary professionals to recognise and navigate aggressive behaviours, establish secure practice environments, master effective communication strategies, and adeptly handle persistent challenges. With straightforward learning outcomes, participants will gain the skills to identify, address, and prevent aggression while fostering a resilient and supportive workplace culture.

Learning Outcomes:

• Recognise aggressive behaviour
• Enhance personal safety in aggressive situations
• Master effective communication

CPD Points:

• 0.25 AVNAT

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
  

Building a solid and trusting relationship with clients fosters effective communication, enhances the overall patient care experience, and contributes to better health outcomes for animals. Additionally, strong client rapport promotes client loyalty, word-of-mouth referrals, and a sense of community within the practice, ultimately bolstering the practice's reputation and long-term sustainability.

In this course, you will explore the importance of strong client rapport in your role and key skills to help you build lasting relationships with your clients.

Learning outcomes:

• Importance of client rapport
• Establishing trust
• Building rapport through questioning
• Active listening skills

Course Content:

• Interactive video with quiz questions
• Certificate of Completion

CPD Points:

• 0.25 AVNAT CPD

In this course, you will delve into critical aspects of the role, such as client communication, appointment management, booking routine procedures, supporting grieving clients, and basic stock control. You will gain a thorough understanding of the vital role a veterinary receptionist plays in maintaining smooth clinic operations, client relations, and patient care.

Learning outcomes:

• Scheduling appointments
• Telephone triage
• Booking and arrival of routine procedure admissions 
• Client advice and first aid
• Supporting the grieving client
• Basic stock control

Unlock the full potential of team huddles with our course designed for veterinary professionals. Learn to facilitate effective, engaging, and productive huddles that enhance communication, improve patient and client care, streamline operations, and improve team wellbeing. This course will equip you with practical strategies to optimise huddle structure and maximise their impact on your clinic's success

Learning Outcomes    

• Understand the concept and benefits of huddles in veterinary clinics.
• Implement effective huddle practices tailored to the specific needs of their clinic.
• Enhance team communication, collaboration, and workflow efficiency.
• Identify and address potential challenges and barriers in implementing huddles.
• Monitor and evaluate the effectiveness of huddles in improving clinic operations.er months.

CPD Points:

• 1 AVNAT

The “Going Green” course is a beginner’s introduction on how to implement sustainable practices in your veterinary hospital. The term “sustainability” will also be explored, allowing a beginner’s understanding into what sustainability means in the context of the veterinary industry, and how these ideas will drive implementing new protocols in your workplace.

In this course you will learn:

• The core values of sustainability
• How sustainability is relevant to veterinary professionals, and the overall veterinary industry
• The impact of unsustainable practices on animal welfare
• The benefits of “going green” – including social, ethical, business, financial, staff and client outcomes
• Recommend areas for auditing your current practices
• Practical and simple steps for implementing sustainable practices

Course Type:

• Video lessons that should take up to 1 hour to complete

Features:

• Complete quiz activities to attain your certificate of achievement
  

CPD Points:

• 1 AVNAT CPD point