How to Work with Angry Clients

Date: Monday 20th August, 2012
Start time: 7:30 PM
Duration: 2 hour(s)
Cost: £50

Provider: Excel CPD Ltd

Working with angry clients can be a source of extreme stress, anxiety and disruption in veterinary practice. This workshop uses discussion of in-practice case studies to provide essential knowledge for understanding some of the intense human emotions arising that can generate anger reactions, and introduces key communication skills enabling you to work calmly and confidently with angry clients to diffuse potentially volatile situations. Specific areas to be covered What is meant by the term emotion? How do we recognize anger in others and in self? Identifying and working with human emotions arising from human-companion animal relationships and sensitive situations that could lead to angry reactions Reflective listening, modelling and other effective communication skills for diffusing anger Preventive strategies: how to avoid conflict in veterinary practice Self-care, self-awareness and practical anger management USE CODE 'VetClick' to RECEIVE 10 DISCOUNT

Who is it for?

Veterinary surgeons, nurses, receptionists and practice managers

The Speakers

Susan Dawson PhD MEd MBPsS MBACP Psychologist and Grief Counsellor Animal Kind UK

The Venue

Holiday Inn, York

Number of CPD hours this event can be recorded as

2 hours

Registration and Booking

Click here to reserve your place