Use the Force... for Better Communication
Do angry clients and miscommunication create havoc in your galaxy?
Let’s face it, these two problems were major issues before any of us had lived through a pandemic. In the past year, it has gotten much worse.
Join our free Sunday Morning Webinar Series as we welcome Dr. Andy Roark for a fun morning of lectures that will help your team tap into their superpowers when it comes to improving their communication skills.
These lectures are ideal for –
- Client Service Representatives
- Technicians Kennel
- Anyone who needs help being a better communicator
So grab a cup of coffee, curl up with your dog or cat, and log on to learn how to “Diffuse the Angry Client” and how to use “Jedi Mind Tricks” for better team communication.
* Note: If you register but are not able to attend, this webinar will be available for viewing for two weeks after the live date.
Dr. Andy Roark is a practicing veterinarian, international speaker, author, and media personality. He is the founder of the Uncharted Veterinary Conference and DrAndyRoark.com. He has been an award-winning columnist for DVM360 and his popular Facebook page, website, and YouTube show reach millions of people every month. Dr. Roark received the Outstanding Young Alumni Award from the University of Florida’s College of Veterinary Medicine, and was voted the Practice Management Speaker of the Year at NAVC (one of the world’s largest veterinary conferences) three out of the last four years. Practices where Dr. Roark works were named as finalists in the American Animal Hospital Association’s Practice of the Year Contest in 2013 and 2015.
Diffusing the Angry Client
This six-step program was created using data from the hotel, restaurant, and airline industries. It is a systematic approach to dealing with angry or complaining clients in almost any situation.
Jedi Mind Tricks
Calling on classic techniques in effective communication, persuasion, and negotiation, this session helps technicians and CSRs motivate and provide feedback to their teams. Active listening, deep acting, and strategic planning all come into play when we set out to affect the behavior of organizational superiors. By considering these skills in-depth, our goal is to develop usable plans and techniques for initiating and carrying out conversations that matter.
* This event has RACE Approval for 2 hours of continuing education credit in jurisdictions that recognize AAVSB RACE approval. However, participants should be aware that some boards have limitations on the number of hours accepted in certain categories and/or restrictions on certain methods of delivery of continuing education.