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ACE Lunch&Learn webinar: How do we handle complaints or negative comments from clients?

ACE LUNCH&LEARN WEBINAR: HOW DO WE HANDLE COMPLAINTS OR NEGATIVE COMMENTS FROM CLIENTS?

Welcome!

A complaint from a client brings our stress-level up and can affect our wellbeing at work and even at home. Knowing how to deal with these situations will enable us to take better care of ourselves as well as our clients. We want to prevent the situation to escalate into an energy-draining and resource-demanding complaint case.

Join Helen ØvregaardDVM, Program manager, Medical education-clinical communication, working in Learning & Development team in AniCura for an ACE Lunch&Learn webinar discussing this topic.

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After many years as a vet in clinical practice and as practice manager, I have been working the last five years with teaching and training clinical communication skills. It's fascinating to see how much we can improve our clinical work with intentional communication. For me, it's also meaningful to share this knowledge in order to support veterinarians' and other heathcare professionals' wellbeing and confidence in their client meetings at work. The main evidence base for our training lies in "the Calgary-Cambridge guide" and "The Four Habits Model" and we also use elements from "Motivational Interviewing".

 

In this webinar we'll learn about:
  • Learning the most productive immediate responses
  • Being aware of our own automatic responses/triggers
  • Using an analytic mindset - sorting the cause of events
  • Learning how shame and guilt can play a role and how to avoid it
  • Applying useful communication strategies like listening skills, asking, full stop/silence
  • Top 5 tips on effective empathy
  • Learning how a genuine apology looks like, and how to avoid the common pitfalls
Starts:
11/1/2022 12:00 PM
Ends:
11/1/2022 12:50 PM