Dealing with challenging situations at reception
Relevant for roles:
Receptionist / Client Care Advisor
Course Details
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 a behaviour is not as expected or desired, we can perceive the behaviour as 'difficult'. Often, we can be quick to label a 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 often 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.
You will be presented with a course module followed by an assessment.
- If you achieve 80% or more, you pass the course and will receive a printable certificate. If you do not pass, you will have the opportunity to review the content and retake the assessment when you feel confident.
Aims
This course will help you develop your emotional literacy and intelligence by understanding, recognising, and managing the psychology of the core emotions of fear, anger, disgust, and sadness. You will learn how these manifest in veterinary practice as well as what we can do to handle them.
Objectives
During this course learners will be able to:
Develop your emotional intelligence.
Understand, recognise, and manage the psychology of the core emotions.
Learn how the core emotions manifest in veterinary practice and how to handle them.