Dealing with Challenging Situations at Reception

Whilst veterinary practice is usually a lovely environment to work in, it can be difficult at times!  A difficult situation is a situation whereby things are not progressing as expected or desired. When their behaviour is not as expected or desired, we can perceive their behaviour as ‘difficult’. Often, we can be quick to label the person who has created the situation as a 'difficult person'. This may or may not be a fair description of their personality. A ‘difficult-person’ means to be difficult, whereas it is possible to be the cause of a difficult situation without meaning to cause others difficulty. Either way, we need to be able to cope with the difficult situations that veterinary receptionists have to deal with.

Emotional Intelligence is the ability to adapt to challenges involving people’s emotions.  Developing Emotional Intelligence is crucial to handling difficult situations involving people.

This event will focus on the principles of emotional intelligence that can be applied to common scenarios in veterinary practice. 

Event Date: 07/10/2020

This online training will be delivered by Brian Faulkner and broadcast via WebinarVet. 

Registration 9.45 am for a 10 am start and 4.30 pm finish.

What will be covered?

The day will help you 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.

Session 1:  10-11am Anger

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.

Coffee break 11-11.20am

Session 2: 11.20am-1pm 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.

Lunch 1-2 pm

Session 3: 2–3pm 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 what we can do to allow clients to ‘grieve’ over their loss without shame or embarrassment.

Coffee break 3-3.20 pm

Session 4: 3.20–4.20pm 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.

Finish 4.30pm

User Type
Early Bird Booking Expiry Date
Early Bird Price
Full Price
£39 + VAT
Non Member
£39 + VAT

Where is this event?


Book Event Today

Book this event today to ensure you get a place!