Great communication skills for happy clients

Event date

30 October 2018

Venue location

British Veterinary Association
Chadwick Court
15 Hatfields


Jessica Wachtel, 0207 908 6336

Event type

Non clinical CPD


Geoff Little MVB MRCVS, VDS Training Consultant and Christine Magrath BVMS HonFRCVS, VDS Training Consultant



 Early birdStandard
Member£200 (including VAT)£235 (including VAT)
Non-memberN/A£395 (including VAT)

Early bird rate applies to bookings made more than eight weeks in advance of the course date.

Event Description

Registration will open at 09.30, with the course starting at 10.00. The course will finish at 16.00.

It is often said we live in stressful times. Clients’ expectations are high; veterinary fees are not inexpensive; “I thought you cared about animals!”; there is just so much to achieve in every 24 hours.

Different people find different situations stressful. This course will explore the skills required for you to understand clients’ concerns and expectations, and to achieve a genuine shared understanding on a way forward.

The day will be spent working in small groups in a fun and safe environment. Christine and Geoff will be accompanied by professional simulated clients who will bring a sense of reality to the day and will provide you with direct feedback, to help you develop the skills needed to defuse stressful situations.

Please note there is a maximum of 20 places available on this course.

The five key things delegates will learn from this course are: 

  • How to deal with angry people
  • How to prepare clients for the death of their pet
  • How to deal with clients who cannot afford to have their pet treated
  • How to deal with talkative and reticent clients 
  • How to deal with unexpected outcomes e.g. a higher than expected bill,  a poor prognosis, emotional clients or different advice from that of a colleague  

Please note - if you want to book three courses for the price of two please call Laura Carleton on 020 7908 6336. 

Terms & Conditions

Payment conditions Payment for BVA courses must be received in advance. On acceptance of your booking a confirmation email will be sent to you. Prices are subject to 20% VAT and bookings will be confirmed with a VAT notice. Member discount Please note that in order to qualify for the member discount it must be the member that attends the course. A member cannot book on behalf of a non-member to benefit from the discount. If a non-member attends in place of a member, they will be liable to pay the additional non-member fee. Book three courses for the price of two This offer is only valid for BVA members. All three courses must be booked at the same time. The cheapest course will be free. A practice may book using the offer and send a different member of their team to each course. This offer is only valid for BVA 2018 CPD courses and excludes Media training, the ‘Staying safe in equine practice’ course and any webinars. This offer cannot be used in conjunction with any other offer. Cancellation policy In event of cancellations received in writing no later than one calendar month in advance of the course, the fee will be returned less 25% to cover administration expenses. After that date, no refunds will be possible. Substitutions may be made at any time, however, please see note (left) about the member discount. Programme information The programme information was correct at the time of going to press. However, due to unforeseen circumstances, the programme may change and BVA reserves the right to cancel the event or alter the venue and/or speakers. Where circumstances force BVA to cancel a course, the liability of BVA shall be limited to a refund of any fees paid for the course. BVA is not liable for any consequential loss. Booking indicates acceptance of these terms and conditions.

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