Communicating, Listening and Conversing is the third instalment of the 'Caring for Clients' module. For some, effective communication comes naturally, for others it is more difficult especially when encountering sensitive situations. As humans we pick up on non-verbal cues which indicate the direction of the conversation taking place. This course will evaluate how we interact with others and specifically the way we should communicate within a veterinary setting. This presentation will compliment other courses from Chunk Training including; Winning New Clients and Delighting the Client.
This course is aimed at anyone who communicates with clients so would be appropriate for all staff members regardless of experience in practice. Trust is hard to build but easy to lose so effective communication is essential to ensure the client feels listened to and valued.
What You Will Learn
We communicate with clients on a daily basis so we need to ensure that we do it correctly to get the best outcome for all involved. This course will give simple tips and advice on how to prepare and open a conversation or invite the client to start the discussion. The course will also explain why listening is so important as well as how to understand and process the clients needs, which aren't always obvious.
About The Provider
The course is delivered by Liz, a virtual teacher who will deliver the content originally written by Liz Watkins (MRCVS). Liz qualified from the University of Bristol in 1982 and took the opportunity to purchase a small practice with two vets in 1990. Over 30 years Liz built up the practice to have 9 vets across three sites and the practice was very successful. Aside from her clinical interests, client satisfaction has always been a passion of Liz's and she has always strived to deliver the highest quality of care to both the pet and the owners.