Consultation Communication Intelligence - 2018
Monday, 01 January 2018 to Monday, 31 December 2018

Course content

This comprehensive, online, 6 module program will guide your Veterinary team through the fundamentals of customer service in their role, and ensure that they have the soft skills to match their clinical capabilities.
The six modules of our Customer Service Intelligence Program include:

Module 1: Introduction to Client Communication
Whilst patient care is obviously a priority for all veterinarians, a key factor to success is to combine good communication skills with good clinical skills. To ensure that patients receive the standard of care they deserve it is imperative to establish a relationship between the veterinarian and the client. This relationship needs to be built on trust, integrity and mutual respect - and it all starts with effective communication.
Upon completion of this module, participants should be able to:
• Understand the value of the pet-owner bond in client communication
• Utilise non-verbal skills to increase communication effectiveness
• Overcome challenging communication styles in consult
• Identify the relationship between perceptions, expectations and service delivery
• Understand the Calgary-Cambridge guide to the medical interview.

Module 2: Initiating the Consultation
Clients will begin to form an impression of your standards of care based on what you and your practice look and sound like, and how you make them feel. It is for that reason that it is important to master the fundamental skills to making a great first impression.
Upon completion of this module, participants should be able to:
• Understand the importance of effective preparation for undertaking a consultation
• Utilise personal recognition and acknowledgment to greet clients
• Apply advanced questioning and listening techniques to establish and build relationships

Module 3: Examination and Recommendations
As a veterinarian you already know how to perform a full clinical examination, but you can help your clients see the value by explaining what you are doing and why. Ask any veterinarian if they examine every patient prior to administering a vaccination and they will answer 'yes'. Ask any owner the same question and a percentage of them will tell you 'no'. Not because the examination wasn't carried out but because the client was unaware that it was being done. This module will explain the importance of communication in the examination process, as well as practical tips to ensure your client feels satisfied with the consult process.
Also covered in this module is how to effectively make clear recommendations to your client. The language that we use to communicate with can have a profound impact on the response we receive in return. Appropriate use of specific language to make your recommendation can result in a pet owner agreeing to proceed with your treatment plan and hence your patient receiving the care it needs.
Upon completion of this module, participants should be able to:
• Guide the client through a structured consultation, using signposting techniques
• Communicate the physical exam to ensure understanding
• Deliver strong, clear treatment recommendations

Module 4: Gaining Client Commitment
One of the most effective things the veterinary team can do to increase compliance is to empower the client in the decision-making process. By involving the client in decisions, you are empowering them to take control of their pet’s treatment.
Upon completion of this module, participants should be able to:
• Confidently discuss financial matters with clients and gain consent to proceed with treatment
• Understand and overcome financial objections
• Utilise alternative payment options where applicable

Module 5: Farewells and Follow Ups
Final impressions are equally as important as first impressions in ensuring that each client leaves your practice’s care feeling valued, and of course, wanting to return time and again. This module will cover your role as veterinarian in finalising your recommendations and farewelling the client.
Upon completion of this module participants should be able to:
• Deliver a clear consultation summary to the client
• Undertake a reception handover
• Understand the importance of forward scheduling, follow ups and progress updates
• Answer the telephone as required

Module 6: End of Life Communication and Self-Care
As a professional, certain roles and responsibilities will apply in how you manage the euthanasia and grieving process for clients. These interactions are pivotal in maintaining a long-term client bond and it is important to maintain awareness of your own speech and action and those of the grieving client. Knowing how to appropriately communicating with clients during the euthanasia process can be difficult, but this module will equip you with the skills to navigate these conversations well, as well as protect yourself from compassion fatigue.
Upon completion of this module, participants should be able to:
• Utilise a structured process for delivering bad news to clients
• Recognise signs of compassion fatigue in self and others
• Implement personal and team care strategies to minimise stress and compassion fatigue impacts 

Vet Ed points: 
Contact Details:
AVA group/External Provider name:: 
Crampton Consulting
External Provider
Erin Gaskill
Email address:
Phone Number: 
07 3621 6005
Website Address:

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