• Join Onswitch’s Alison Lambert for three 2-hour sessions
• Comprehensive notes to download
• Self-assessment quiz to ‘release’ your 8 hours CPD certification (don’t worry, you can take them more than once if you don’t quite hit the mark first time)
• 12 Months access to recorded sessions following purchase for reviewing key points
• Superb value for money – learn without travelling
• Watch the recordings on your iPad!
• This Mini Series was originally broadcast in May 2015

Programme

Improve Your Consult Skills and Improve the Outlook for Both Your Patients and Your Business

Effective communication is a critical skill for veterinary nurses – if your clients don’t understand and engage with your recommendations, not only will treatment compliance levels be low (ultimately affecting patient outcomes) but also, your clients won’t trust that your practice is the best choice for their beloved pet or horse.

In this session we will explore client expectations – in the context of the wider world, today’s consumers have higher standards, greater choice and a lower tolerance for poor service. Participants will learn some basic principles of communication, including the role of verbal versus non-verbal communication, along with how the effective receipt of a message differs according to the state of mind and circumstances of the client (frustrated / worried / angry / grateful owners require different approaches). We’ll also look at examples from industry and other service sectors.

Learning outcomes:

• Understanding how to communicate effectively with owners in a range of different situations
• Making the link between more effective communication and improved patient outcomes
• Identifying where better communication will deliver positive financial benefits for the practice

The ‘7 Steps’ to Better Consults

In this session we will look at the Calgary-Cambridge communication model used in UK medical schools, and on which the ‘7 steps’ consultation skills model is based. Whatever your natural style, great consult communication can be learned, and the ‘7 steps’ model is a proven way to improve both business and patient outcomes with a simple process. Using this model, nurses will find that even difficult consults with tricky clients can be managed effectively and efficiently.

Learning outcomes:

• Understanding how to use the seven steps in daily working life
• Acquiring practical skills and techniques to get the most out of clients in the limited time available in the consult room
• Being able to identify examples of both good and bad communication behaviours in colleagues, and give feedback accordingly

Keeping Standards High with Consistently Excellent Consult Skills

Once you have learned how to communicate effectively and optimise the consult experience, it’s vital that you continue to provide the same great service to every client, every day. It’s easy to slip into bad habits, or to forget new ones, and so nurses must review their performance regularly and make any refinements as required. We never stop learning, and we must never feel that learning new skills stops once the course is over – personal development is a continual process.

In this session we will explore some useful methods of assessing performance and measuring progress towards personal goals. These include:

• Individual review – both informally by yourself, and formally with your manager as part of an appraisal or development review
• Peer / group reviews. Team meetings or training days are great places to share learnings and give feedback
• Audio-visual assessment. Filming consults and watching them back is a very effective way to gain real insight into performance
• Consult index. A new quantitative tool to benchmark performance

Learning outcomes:

• Making time for regular progress reviews
• Setting goals and SMART objectives for yourself
• Understanding the importance of seeking honest feedback from colleagues (as well as giving it back in return)

Course Feedback:

“Beyond expectations, and can’t believe I haven’t done anything like this before! Immeasurably, this will help me in practice to have a more structured approach and feel like I am improving my methods”

“Will practice the 7 stages! It has made me aware of which areas I am weaker in, and I am looking forward to implementing changes. I expect it will significantly improve my job satisfaction, as I am a very part time vet who normally mainly consults”

“Clear structure and examples of phrases to use. I will be more confident consulting  – this will make owners and myself happier in the job”

The price includes all 3 sessions, notes and quiz – 8 hours of CPD

*No traffic jams, accommodation hassles, pet or childcare, rota clashes, locum fees ……….. just great CPD and a valuable ongoing resource.

*overseas customers will not be charged VAT