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.