Mastering Conflict- Successfully Managing Angry & Emotional Clients

Thursday, October 29, 2020 12:30 AM to 1:00 AM · 30 min. (Africa/Abidjan)
Plenary

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Mastering Conflict. Successfully Managing Angry & Emotional Clients

 Lincoln Institutes recent research into the global veterinary shortage confirms that managing clients, expectations around clinical outcomes and costs of treatment is a major source of stress and anxiety for veterinarians. Equally, client complaints weigh heavily on the mindset of veterinarians, often having a profound deleterious impact on professional fulfillment. In this presentation Dr Gary Turnbull will explore the fundamental nature of client complaints, why they occur and how to proactively minimize their occurrence in the first place. 

He will share a series of advanced communication techniques to enhance ones ability to listen, demonstrate empathy and defuse emotionally charged situations rapidly. Delegates will also learn simple techniques to better manage their own emotional responses to stress, placing them in a superior state of mind to successfully manage these potentially volatile interactions. 

Lincoln InstituteYour people are your greatest challenge… Lead them well and they become your greatest asset. The Lincoln Institute is a leadership development organization providing Leadership Training, Education, Bench-marking and Business Development Strategy to Veterinary Business predominantly in Australia and New Zealand and online globally. Founded in 2011, Lincoln Institute is well recognized as the go to leadership development organization for the veterinary profession. Whilst typical practice owners are highly skilled clinicians, they often lack any formal training in business leadership and management. Consequently, most veterinary, businesses never reach their potential and their owners are frequently frustrated by poor work-life balance and financial under-performance and high staff turnover. We equip senior personnel to deliver sound business strategy with clarity and purpose whilst the owner leverages themselves out of the business to the extent of their own choosing. In addition, we offer virtually delivered onsite team-based training to maximise staff engagement, accountability and retention. The Lincoln Institute Team don’t just “Talk the Talk” All four of the Lincoln Institute’s Directors are highly successful business leaders in their own right who have “walked the talk” when it comes to the successful implementation of Leadership and Business strategy within their own businesses. 

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