| Duration / Length | 1.5 hours |
| Start Date | Anytime |
| Location | Online |
| Author / Speaker | BVRA |
| Cost | Member Price: £30.00 + VAT | Non Member Price: £50.00 + VAT |
A single phone call can make or break a client’s experience of the veterinary practice.
Good communication is not just about answering the phone, it’s about being professional, conveying empathy, competence and building trust. If done correctly, it will lead to bonded clients which directly impacts practice profitability.
Whilst some people can appear to be naturally confident on the telephone, this is a skill that everyone can develop.
The BVRA Confident Telephone Communication Course has been created to provide the learner with all the essentials skills and knowledge to be able to handle all types of telephone calls in veterinary practice proficiently and confidently. This course will cover the importance of good telephone communication, the skills needed to give the best portrayal of the practice, and how to go the extra mile to leave the caller with a lasting feeling of trust.
In this modular, video based course, we will help you build confidence in your telephone communication skills. Teaching you the main skills you’ll need every day, as well as exploring how to handle challenging conversations, including knowing when to escalate a call and how to manage emergency situations.
We’ll do this by using bite sized videos that use realistic case examples you will be familiar with in practice.
Throughout this course we will take you through the following:
Module 1: Confident telephone communication
Module 2: Telephone manner
Module 3: How to actively listen
Module 4: Common types of calls in practice
Module 5: Handling calls effectively
Module 6: Engaging clients an communication skills
Module 7: Managing call time
Module 8: Dealing with difficult and challenging conversations
Module 9: The emergency call
Module 10: Course wrap up
"I really enjoyed the course and the videos that modelled good and poor communications skills as a receptionist. This was invaluable." "I found the 'Confident Telephone Communication' course incredibly valuable. The hosting was excellent, professional, engaging, and approachable throughout. The videos were both informative and easy to follow, offering practical advice that I can apply directly to my role. A great balance of theory and actionable tips. Thank you for such a well-structured and impactful course!"
The BVRA supports veterinary receptionists through professional training and resources. All our courses have been created specifically for the veterinary receptionist role and are designed to enhance the skills, confidence, and knowledge required in a veterinary front-of-house role.
All our courses are:
Our courses are suitable for:
Yes. We offer courses suitable for all experience levels, including those completely new to the veterinary reception role. The BVRA flagship course, the Foundation Course, is an ideal place to start. This course is included in BVRA membership and is available in Small Animal, Farm Animal, Equine Practice and Referral Practice versions.
All our courses are delivered online through the BVRA learning management system and are available on demand, meaning you can access them at a time that suits you. You can also go back over the courses as often as required. All our courses are either in written or video format or a combination of both. Videos are available with closed captions.
Course lengths vary depending on the subject. Most of the BVRA membership training courses are no more than an hour in length. Some of the more in-depth training courses, such as the BVRA Intermediate course, may take several hours to complete.
Yes. On successful completion of any of our courses, you will be able to download a BVRA Certificate of Completion, which can contribute to your Continuing Professional Development (CPD).
Not at all! No formal qualifications are required for most of our courses, just an interest in developing your skills as a veterinary receptionist.
No, you do not need to be a member to complete any of our training that is not included in BVRA membership. These courses are available for purchase on our website. However, courses that are included as part of BVRA membership are only accessible to registered members.