Description
Most of us do not enjoy dealing with pet owners who provide challenges, however this session will explore how use of body language and tone can help communicate message clearly. It will look at how the changing demographics of pet owners need to be considered when engaging with challenging pet owners. On completion, attendees will be able to recognise what behaviour they can and can't change, and develop methods to change the situational behaviour of challenging customers, while remaining calm and in control
As a result of this session Practice staff should be able to:
1. Demonstrate an understanding of how we communicate and what effect that can have on handling challenging Pet owners
2. Client demographics – does that change how we interact and our confrontation?
3. Apply methods for understanding client behaviour and influencing their situation
