Duration: 1 day
Delegates: Client Care Manager, Client Care Team/Receptionist, Pharmacy Team
Delivery: In person
Overview: Providing veterinary front-of-house teams with essential communication skills to navigate client interactions, manage difficult situations, and enhance teamwork for better patient care
Course Description
Effective communication is essential for delivering exceptional client care in veterinary practice. This course explores what success looks like for front-of-house teams and the challenges they face. Attendees will gain insight into human communication, including how stress influences interactions and the importance of viewing clients as part of the veterinary team.
Through practical techniques, attendees will learn how to build trust, diffuse difficult situations, and apply empathy, compassion, and professionalism to enhance staff well-being, performance, and patient safety. The course will also introduce strategies such as nonviolent communication and ego state awareness to improve interactions.
Attendees will discover how to foster a culture of continuous learning by utilising feedback, debriefing, and reflection to enhance client experiences and overall service quality. By the end of this course, attendees will be equipped with the tools needed to optimise communication and create a positive, one-team environment.
Key Learning Objectives
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Define successful client care by identifying key characteristics and challenges faced by front-of-house teams in veterinary practice.
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Explain the fundamentals of human communication and recognise how stress impacts interactions between clients and veterinary teams.
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Apply practical communication techniques to build trust, manage difficult situations, and enhance both client relationships and team collaboration.
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Utilise empathy, compassion, and professionalism to improve staff wellbeing, optimise performance, and support patient safety.
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Foster a culture of continuous learning by implementing feedback, debriefing, and learning discussions to enhance service quality and client experience.
Content: Non-clinical
Included: Lunch and refreshments
Trainer: Helen Silver-MacMahon MSc PSCHF, Cert VNECC, Dip AVN (surg), Cert SAN, RVN, Co- Founder & Director, Being Human Consulting Limited
