Team Skills

在課程 被標籤為"Team Skills"

Difficult, Angry & Just Plain Rude!

Navigating the challenges of customer service requires a unique set of skills, especially when dealing with difficult, angry, and rude clients. This online short course is designed to equip you with the strategies and techniques necessary to handle these tough situations with confidence and professionalism.

Learning Objectives:
  • 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.
CPD Points:
  • 1 AVNAT

Digital Workshop: Floor Coordinator: The role your hospital needs

How often do you walk into the hospital space and team members are all over the place, everyone is busy being busy and productivity seems ok, but things are missed or delayed at times? Then it might be worth you exploring implementing the Floor Coordinator role. By introducing the Floor Coordinator role in a veterinary clinic, we enhance operational efficiency, patient care, client experience, optimize resource allocation and team wellbeing!  We will discuss what the role is, why it is needed, the benefits, how to effectively and efficiently implement the role and work through some potential hurdles during this process.

Communicating Value on the Telephone

This course addresses the increasing need for veterinary practices to effectively communicate value to clients, especially in the context of rising costs of living in Australia and New Zealand. It provides strategies to help receptionists and other front-line staff educate clients about the true value of veterinary services and products, ensuring they understand what they are paying for and why it is worth it.
Learning Objectives:
  • Communicate the value of veterinary services and products.
  • Gain confidence in discussing veterinary products and services.
  • Educate clients on the benefits and features of veterinary care.
  • Maintain clear and confident communication with clients.
CPD Points:
  • 0.5 CPD

How to stay safe in aggressive situations

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


How to keep calm in challenging situations

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

How to Deliver Information Your Clients will Retain

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


How to Educate Clients and Build Compliance

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


How to Build Strong Client Rapport

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


How to Build Confidence in Your Professionalism

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


Veterinary Reception Duties

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


Communication Techniques

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

Effective Communication Skills

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

Contributing To Culture

Define your team culture, and learn to develop both personal and team contribution strategies.

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

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

CPD Points:
1 AVNAT

Going Green: Kick Starting an Environmentally Sustainable Veterinary Hospital

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

Handling Disappointment

Learn to identify disappointment as a feeling, and techniques for assertive and helpful thinking, and actions and words to help handle disappointment.

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

Features:
You have access to the course for 365 days
Complete a quiz to attain your certificate of achievement

CPD Points:
1 AVNAT

How To Ask For What You Want

Learn how to increase your assertive thinking, plan your conversation and helpful wording to use when making your request.

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

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

CPD Points:
0.5 AVNAT

How To Build Working Relationships

Understand the benefits of healthy workplace relationships. Learn behaviour-based and communication-based skills. 

Course Type: 

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

Features:

  • You have access to the course for 365 days 
  • Complete a quiz to attain your certificate of achievement 

CPD Points: 

  • 1 AVNAT 

How To Communicate With The Boss

Learn "Boss-empathy", how to build rapport and trust building skills, recognise the importance of timing and assertive communication skills.

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

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

CPD Points:
1 AVNAT

How To Manage Your Priorities

Learn to identify your real priorities and practical skills for planning and scheduling your time. Uncover techniques to manage interruptions and energy-drainers.

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

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

CPD Points:
1 AVNAT

Managing Compassion Fatigue

Understand compassion fatigue, it's symptoms, presentations and susceptibility. Learn both personal and team protection strategies.

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

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

CPD Points:
1 AVNAT