Webinars
2024
Navigating the client journey - Managing client emotions in stressful situations
Ruth Serlin, Alison Scull (VCMS), Anna Judson (BVA)
March 2024
Building on the foundation laid in the first webinar, this session addresses the complexities of managing emotions in the client journey, especially in stressful situations. Using the same client and journey, we explore instances where situations could have been managed differently. The focus extends to dealing with upset clients and establishing boundaries when faced with challenging behaviour.
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Navigating the client journey - Communicating to build trust
Anna Judson (BVA), Alison Scull (VCMS), Ruth Serlin
February 2024
In this engaging webinar, we delve into the intricacies of the client journey, placing a spotlight on the power of effective communication. The session centres around a case study, unravelling the journey through various communication hot spots. Participants will gain valuable insights into the choices available at these critical junctures and explore examples of de-escalation language.
2023
It's Good to Talk - Telehealth: The next steps
Ruth Serlin, Jessica May (PetsApp), Kirsty Perry (VDS), Dr Elly Russell
November 2023
It’s not news to say that remote care, including virtual veterinary consults, is here to stay with many practices taking advantage of external companies or doing this ‘in house’. In the third and final webinar from the It's Good to Talk series, Ruth Serlin, Training Consultant at VDS Training is joined by Jessica May from PetsApp and Kirsty Perry, Claims Adviser at the VDS. They look deeper at the role of telehealth in practice by thinking about what’s happening now and looking to the future, how communication changes in the online setting and finally, the impact of this on our professional services.
It's Good to Talk - I think an animal has been deliberately hurt: What now?
Ruth Serlin, Dr Elly Russell, Paula Boyden (The Links Group), Peter Attenburrow (VDS)
November 2023
In this second session of our It's Good to Talk webinar series, Ruth Serlin, Training Consultant at VDS Training, joined by Paula Boyden from The Links Group and Peter Attenburrow from the Veterinary Defence Society, discuss the common features of animal abuse and how to frame the various conversations we need to have if we suspect it.
It's Good to Talk - Let's get contextual: Removing fear and judgement from veterinary care
Ruth Serlin, Alison Richards (Cats Protection), Dan Holden (VDS), Dr Elly Russell
October 2023
In the first webinar of this new series, Alison Richards from Cats Protection and Dan Holden from the Veterinary Defence Society joined Ruth Serlin to discuss the concept of contextualised care and how we can reframe our approach. Around every animal is a unique set of circumstances and needs. As practitioners, these factors influence how, when and where we intervene and what that intervention entails.
Good Veterinary Workplaces: Taking Action - Finding, nurturing, and keeping a great team
Dr Holly Norman (Vet, Practice Owner), Dr Elly Russell, Malcolm Morley (BVA)
September 2023
Our final webinar in the series is all around recruitment and retention. Holly Norman took us through her practice rules for great culture and discusses how employing a range of people can enhance your workplace. Holly also shares her effective methods of not just finding the best talent but keeping them happy and staying put.
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