Managing incivility and conflict with clients

• Do you feel out of your depth when dealing with clients who are emotional, angry or uncivil?
• Does this lead to stress amongst those involved and the wider team?
• Are you concerned this might impact delivery of patient care?

There are situations when clients understandably become upset in practice and at times this can lead to anger and uncivil behaviour towards you and your colleagues. We know what matters most to you is delivering the best possible care to your patients and clients alike, so these situations can be emotionally challenging, both for those involved and other team members. This can lead to stress and may even have a detrimental impact on the care delivered.

In our course Managing incivility and conflict with clients, you’ll explore some of the underlying issues that can drive a variety of challenging behaviours from clients. You’ll also consider the impact on the team and we’ll help you to develop strategies to prevent and de-escalate difficult situations.

Is this course for me?

This course is suitable for any practice team member who deals directly with clients.

What will I learn?

• Understand why clients might behave in challenging ways
• Develop your own personal strategies to manage difficult situations
• Support yourself and your colleagues when faced with client incivility

What can I expect?

• A half-day online programme, starting at 9am and finishing at 1pm
• Research-based content delivered by subject experts
• Interactive elements, including videos, discussion and personal goal setting
• 5.5 hours CPD

Looking for other courses to improve client communication? Try How to Defuse Complaints and Let's Talk About Money.

Vetlife are available to help if you are ever struggling with these topics. They offer independent, confidential and free help for everyone in the veterinary community including veterinary surgeons, veterinary nurses, students and non-clinical staff.