BVRA Bootcamps are coming to a place near you soon!
The BVRA Roadshows return in 2019 and will cover the core emotions of fear, anger, disgust, sadness and joy that a veterinary receptionist experiences in practice. The day will focus on what you can do when dealing with difficult situations by understanding, recognising and managing the psychology of these core emotions. You will learn how these manifest in veterinary practice as well as what you can do to handle them.
|Brian Faulkner||Colourful Consultancy and BVRA founder|
|Kay Watson||BVRA founder|
These roadshow days will focus on what veterinary receptionists can do when dealing with difficult situations. These will include client anger, aggression, disrespect and complaints as well as when clients are anxious and sad.
The day will develop your emotional literacy and intelligence by understanding, recognising and managing the psychology of the core emotions of fear, anger, disgust, sadness and joy. You will learn how these manifest in veterinary practice as well as what we can do to handle them.
Anger is caused by 2 things; A sense of injustice and / or A sense of obstruction. Anger is a common and volatile feature of how clients express their dissatisfaction and it is important that we understand how to handle it as effectively as we can
Contempt / disrespect
Contempt is a form of disgust which occurs when someone feels that you are “beneath them” and not worthy of your respect. Eye-rolling is a sign of contempt. You may see contemptuous behaviours when you are trying to explain or clarify something. It is one of the most toxic ingredients to any relationship and is hard to deal with
2pm – 3pm
Sadness and bereavement
Sadness is caused by a sense of loss. The loss of a pet is not something that can be recovered or reversed. Sometimes sadness associated with the loss of a pet is mixed with regret, guilt and anger. It is important that we understand what grief is, as well as its typical cycle, and what we can do to allow clients to ‘grieve’ over their loss without shame or embarrassment will go a long way to shortening the period of grief
3.20pm – 4.20pm
Fear and worry
We feel afraid when we perceive a real or imagined threat of harm or loss. Often our doubt or uncertainty about possible loss or harm are major causes of worry or anxiety, which is of course common when pets are ill. The key to managing anxiety is to help people manage their uncertainty and doubt and therefore we will look at the practical things you can do to help them understand that
Registration 9.30am for a 10 am start
Finish at 4.30pm