➨
What is
the hardest part of your job?
Delivering a
terminal diagnosis?
Not knowing what to
say when a client is overcome with emotion?
Dealing with an angry or difficult
client?
Many veterinary
professionals are surprised to realize that it’s the interactions with
their human clients that can be the most difficult or stressful.
For example:
➨
Have you ever…
✔ wondered if
you know the best things to say and do
when strong
emotions surface in your office?
✔ been surprised by a
client’s unexpected or intense
emotions over a
seemingly routine situation?
✔
‘gone the extra mile’ with a client who ends up
dissatisfied or
even angry with your efforts?
✔ been frustrated
when a client refuses to follow
important
treatment recommendations?
➨ Would you like to learn some effective
strategies and solutions
to better deal with each of these
scenarios?
If so, I invite you
to read on to find out more about the
Advanced
Communication Skills in Veterinary Practice Seminar Series,
or call me for a
free consultation to discuss what I can do for you.
Advanced
Communication Skills in Veterinary Practice
2006 Continuing
Education Seminars
1.
When emotions run
high: Crisis intervention strategies for the veterinary office
What are
some crisis strategies for working with a client whose animal is facing
a medical emergency? What should you say (and do) when a client breaks
down crying in your office? This interactive workshop will address
these questions and: describe specific things that you can do to support
and work effectively with an emotional client; review what resources
are available to you and your clients (and how to access them); provide
opportunities for you to ask questions about how to handle difficult
clients or cases; and, provide you with an extensive handout package.
BCVMA accredited.
Here is
what past participants have said about this workshop: “This workshop
was great! All vet clinic staff should attend one. I especially liked
how everything related to my daily workday and experiences.” “I am so
glad to have been able to experience this and learn so much information
on grief.” “I really appreciated the open atmosphere and the ability to
‘throw around’ opinions, ideas, and questions…we need more of this.”
“These types of workshops are very important.”
2.
Delivering
Difficult Information
How you deliver difficult information makes a real difference to what
your clients hear, understand and feel after leaving your office.
Whether it is a negative diagnosis, treatment that has failed, or an
unexpectedly expensive bill, there are many situations in the veterinary
office where strong emotions can surface. There are specific strategies
you can use when delivering difficult information that will make this
important part of your job easier on you, and your clients. This
interactive workshop will focus on: the trauma response and how clients
process difficult information; better ways to deliver "bad news";
supportive, effective ways to communicate when strong emotions
surface; common mistakes; and an opportunity to practice skills in
small groups.
BCVMA accredited.
Here is what past participants have said
about this workshop: “This seminar gave me a lot to think about-
excellent information- very useful for day to day practice.” “I
especially liked that you let us bring our own cases into the seminar.”
“Working in small groups and on case scenarios was very helpful.”
3.
Talking about
Euthanasia:
How clients
decide and what veterinary staff can do to help
(New in
2006) Deciding about euthanasia can be one of the most difficult
things that a pet owner is ever faced with. For some, the decision to
euthanize can be an agonizing one. How do owners make life and death
decisions for their pets? What is the best way to introduce the
possibility of euthanasia to clients? How can veterinarians and
veterinary staff be most effective in helping with difficult treatment
decisions? Are there ways to make euthanasia less stressful for staff
and clients? These are several of the questions that are addressed in
this seminar.
4. Advanced
crisis intervention strategies (New in 2006)
(prerequisite- When emotions run high: Crisis intervention strategies
for the veterinary office)
Case
scenarios are always popular and effective learning tools. Participants
will be asked to bring challenging cases to discuss and we will take an
in-depth look at the most effective crisis and communication
strategies. There will be some opportunities to practice these skills
in small groups and you will also learn ways to do your own case
consultations at staff meetings that include a specific look at how
things went for your human clients, and your fellow staff members.
Advanced
Communication Skills in Veterinary Practice
Continuing
Education Seminars
Spring 2006
Instructor:
Laurel Horn, MA, Registered Clinical Counsellor,
Veterinary Communications Consultant
Locations:
Daybreak Seminar Room (in Surrey) or at your Veterinary Clinic*
Upcoming Dates: (at the Daybreak Seminar Room)
1. When emotions run high:
Crisis intervention strategies for the veterinary office
(3 hour seminar, $30.00) Tuesday, May 9th,
from 7:00-10:00pm
BCVMA accredited
Or, Sunday, May 7th, from 10:00am-1:00pm
