1887
  1. Home
  2. Collections
  3. GRH Communication and Client Mediation

GRH Communication and Client Mediation

/content/grh-communication-and-client-mediation
GRH Communication and Client Mediation
OK
Cancel
Image for GRH Communication and Client Mediation

Welcome to our selection of resources designed to aid you in honing your communication skills, a vital aspect of thriving in the veterinary field. As you embark on your journey in your new career, these resources have been curated to provide guidance and support in navigating the intricacies of client mediation and fostering effective collaboration within the veterinary team. This collection is part of BSAVA’s Graduate Resource Hub, a bank of resources we've carefully curated to support our new graduate members in your transition into your first job and beyond. 1st, 2nd and 3rd year qualified members should login via the BSAVA login button to access the full content.

Collection Contents

9 results

    • The DNA of effective complaint resolution - ‘it’s not the act, it’s how you react’
      BSAVA Congress Proceedings 2023

      Author Jennie Jones

      A VCMS workshop on the DNA of effective complaint resolution - ‘it’s not the act, it’s how you react’

      • Provide an overview of how the VCMS works with veterinary practices and clients to resolve ongoing complaints
      • Look at the core components that make up the DNA of confident and compassionate complaint resolution in practice
      • Explore briefly how complaints support quality improvement and engaging our teams in that process.

    • Veterinary services

      Focusing on client mediation

      This article introduces the Veterinary Client Mediation Service (VCMS) explaining what the organization does and how it may be able to help you in the event of escalating disputes with your clients.

    • How exactly do you change minds?
      BSAVA Congress Proceedings 2021

      There’s a big difference between ‘can’ and ‘will’. Effective lasting behaviour change is about creating inspiration in individuals rather than old fashioned motivation techniques like carrot and stick that wear off. To inspire means getting clever and using scientifically proven techniques and methods to up-level our own communications with others. Human communication is a product of our personal filters, our beliefs, and our focus. We have huge power to change any of these, and in doing so alter the content we effectively deliver in each communication. Cognitive dissonance cannot be overcome by merely reciting facts to others and hoping it will make them ‘see sense’; it has entirely the opposite effect and merely forces them to entrench their position and behaviours in order for them to remain feeling neurologically ‘safe’. There are ways to speak and be heard, ways to delicately influence an existing leadership team (even if you’re junior), and ways to use our ‘Human Chimp’ behaviour to get better outcomes in whatever level you currently work at. The 6 Human needs and Conversational Intelligence are detailed in this lecture to better understand how different profile types view communication – and how to influence all of the types you’ll come across in daily life (nb – just please use your powers for good…). This lecture pulls together how to develop influence in a seemingly hopeless situation, and how to utilize the technologies of behavioural communication to best effect.

    • Mastering uncertainty: communicating to inspire confidence
      BSAVA Congress Proceedings 2021

      : So much change in 2020 and it hasn’t stopped yet in 2021! The ‘ifs’, the ‘buts’, the ‘possibilities’ or lack of them. Uncertainty is challenging, draining and can be very unsettling for many and yet nothing is ever certain! How do you manage yourself through periods of change and uncertainty? Do you spend countless hours and amounts of energy trying to control the uncontrollables? Feel anxious and unsure of what you could, should and will do? Feel drained by the situation and unsure of where to turn? If so you aren’t alone, at the end of the day regardless of your role, you are a human with emotions not a robot – so what can you do? This interactive session discusses the impact of uncertainty on how we work, live and feel. It shares practical tools to use and take back to your team to help you feel more settled, less drained and more in control of what you are focusing on during these ever changing and uncertain times. It addresses the role of the leader and how your role is not to know all the answers but to understand and manage expectations of your team, your clients and yourself to help you lead effectively through change and challenge.

      : with Alan Robinson.

    • How to…

      Have more effective client conversations

      Sturman-Kirsty.gif  VDS Training advisor, , offers advice on how to get the quiet clients to open up and how to conclude the consultation without appearing rude.

    • Crucial conversations
      BSAVA Webinar Library

      Author Elly Russell

      Elly Russell discusses some of the more challenging conversations which can be had in practice. She covers key skills for effective communication including dealing with resistance and what to do when thing don’t go ‘right’. This hour and a half long webinar was first broadcast as part of BSAVA’s Learn@Lunch series. Learn@Lunch broadcasts are available to BSAVA members only and are free to attend - visit the education page of the BSAVA website for details of future Learn@Lunch webinars. Recordings will be available for 3 years via the BSAVA Webinar Library.

    • Regions Now: Mediation techniques to help manage complaints in practice
      BSAVA Webinar Library

      Authors: Jennie Jones and Janet Hulse

      Jennie Jones and Janet Hulse from the Veterinary Client Mediation Service discuss the principles of mediation and how this can help in your veterinary practice. This 90 minute webinar is a recording of the live session from this Regions Now event, brought to you by our East Midlands Region. Regions Now events comprise an introductory lecture with supporting content available one week before a live lecture. This is followed by a one-week online discussion forum allowing participants to offer observations about the lessons learned and describe their own experience in handling cases. Regions Now sessions are free to BSAVA members and available for non-members to book - visit the Regions page of the BSAVA website for details of future Regions Now events. Recordings will be available for 3 years via the BSAVA Webinar Library.

    • Organization and communication skills
      BSAVA Manual of Practical Animal Care

      Good communication with clients is an essential part of the service that a veterinary practice provides. The aim of the veterinary practice and its staff is to create a good working relationship with clients so that the client feels they are part of the practice and that the practice staff really care about them and their animals. This chapter covers Organization of a veterinary practice; Communication skills; Basic reception work; Retailing, marketing and production; Maintaining front-of-house areas; Providing information to clients; Stock control; Pet insurance; and Nurses and clients.

Display: 20 | 50 | 100 items per page
This is a required field
Please enter a valid email address
Approval was a Success
Invalid data
An Error Occurred
Approval was partially successful, following selected items could not be processed due to error