This course discusses how to deal with disruptive, volatile and aggressive clients. Veterinary medicine is changing. We are seeing more and more volatile and aggressive client interactions. Clients’ expectations are changing and how we approach these clients can determine the quality of the outcome. This lecture is designed to help us recognize disruptive clients and what their motivations are. By recognizing their motivations we can help diffuse and perhaps remedy the situation and the relationship.
Program Agenda:
- Define Disruption
- Identify triggers and causes of disruption
- Conflict resolution tactics
- Controlling personal emotions in the heat of conflict
- Identify body language and how to control your body language
Learning Objectives
- The attendee will gain knowledge of what causes disruption from clients.
- The attendee will learn some body posture and personal emotional control to assist with diffusion of conflicts.
- Our goal is not to help you maintain angry clients but rather to help you and your team communicate more effectively to reduce the frequency of these outbursts and diffuse them when they occur.
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