Online Team Skills Courses
Explore Team Skills ProSkills to increase your team cohesion, wellness and efficiency.
Team Skills ProSkills
One-off short courses you can purchase individually or bundled in a ProSkills Subscription.
Consultation Communication
A comprehensive multi-module online program, completed at your own pace over a 9 month period.
Is Consultation Communication For Me?
Customer service is an important skill not only for those on the practice’s reception team, but equally for all team members interacting with your clients. It is for that reason that we’ve developed the Consultation Communication Intelligence Program, a tailored customer service training program designed specifically for Veterinary professionals in-practice.
This comprehensive, online, 6 module program will guide your Veterinary team through the fundamentals of customer service and ensure that they have the soft skills to match their clinical capabilities.
Whilst patient care is obviously a priority for all veterinarians, a key factor to success is to combine good communication skills with good clinical skills. To ensure that patients receive the standard of care they deserve it is imperative to establish a relationship between the veterinarian and the client. This relationship needs to be built on trust, integrity and mutual respect – and it all starts with effective communication.
Upon completion of this module, participants should be able to:
- Understand the value of the pet-owner bond in client communication
- Utilise non-verbal skills to increase communication effectiveness
- Overcome challenging communication styles in consult
- Identify the relationship between perceptions, expectations and service delivery
- Understand the Calgary-Cambridge guide to the medical interview
Clients begin to form an impression of your standards of care based on the appearance of your practice and team, communication styles and how you make them feel. For that reason it is vital to master the fundamental skills required to make a great first impression.
Upon successful completion of module, participants should be able to:
- Understand the importance of effective preparation for undertaking a consultation
- Utilise personal recognition and acknowledgment to greet clients
- Apply advanced questioning and listening techniques to establish and build relationships
As a veterinarian you already know how to perform a full clinical examination, but you can help your clients see the value by explaining what you are doing and why. Ask any veterinarian if they examine every patient prior to administering a vaccination and they will answer ‘yes’. Ask any owner the same question and a percentage of them will tell you ‘no’. Not because the examination wasn’t carried out but because the client was unaware that it was being done. This module will explain the importance of communication in the examination process, as well as practical tips to ensure your client feels satisfied with the consult process. Also covered in this module is how to effectively make clear recommendations to your client. The language that we use to communicate with can have a profound impact on the response we receive in return. Appropriate use of specific language to make your recommendation can result in a pet owner agreeing to proceed with your treatment plan and ensuring your patient receives the care it needs.
Upon successful completion of module, participants should be able to:
- Guide the client through a structured consultation, using signposting techniques
- Communicate the physical exam to ensure understanding
- Deliver strong, clear treatment recommendations
One of the most effective things the veterinary team can do to increase compliance is to empower the client in the decision-making process. By involving the client in decisions, you are empowering them to take control of their pet’s treatment.
Upon successful completion of module, participants should be able to:
- Confidently discuss financial matters with clients and gain consent to proceed with treatment
- Understand and overcome financial objections
- Utilise alternative payment options where applicable
Final impressions are equally as important as first impressions in ensuring that each client leaves your practice’s care feeling valued, and of course, wanting to return time and again. This module will cover your role as veterinarian in finalising your recommendations and farewelling the client.
Upon successful completion of module, participants should be able to:
- Deliver a clear consultation summary to the client
- Undertake a reception handover
- Understand the importance of forward scheduling,follow ups and progress updates
- Answer the telephone with confidence
As a professional, helping your client manage the euthanasia and grieving process is always going to be part of your role. These interactions are pivotal in maintaining a long-term client bond and it’s important to maintain awareness not only of your own speech and actions, but also those of the grieving client. Knowing how to appropriately communicate with clients during the euthanasia process can be difficult, but this module will equip you with the skills needed to navigate these conversations, while protecting yourself from compassion fatigue.
Upon successful completion of module, participants should be able to:
- Utilise a structured process for delivering bad news to clients
- Recognise signs of compassion fatigue in self and others
- Implement personal and team care strategies to minimise stress and compassion fatigue impacts
Program Details
Who should undertake this program?
All client facing team members
Your Investment: $295.00 AUD
Nominal Duration: 12 hours
Enrollment Duration: 9 months
Program Includes:
- Downloadable notes for each module
- Lessons and activities
- Certificate of achievement
Continuing Education Points
This program is eligible for 12 AVA Vet Ed points.
More About Courses
Team Skills courses are designed specifically for veterinary practice teams to develop skills required for high performance and cohesion. The ultimate objectives are to increase the profitability of your practice while expanding the quality and quantity of care. Some popular Team Skills courses include:
- Coaching and Mentoring Team Members
- How to Communicate with the Boss
- How to Manage your Priorities
- Managing Your Emotions at Work
- How to Build Working Relationships
ProSkills courses are one-off short courses you can purchase individually or access all courses, all year via a ProSkills Subscription. Browse the shop for more.
Get in touch to see how your business can benefit with CCG
Talking to us is about discovery, find out how can help you.
Hear what some of our clients think:
Strategic Planning and Partner Alignment
Crampton Consulting Group have been an integral part of Pacific Vetcare's dramatic growth and development for over ten years. Three areas that they have made a major difference to our practice in the last 12 months are; their guidance and insight into the development of our new strategic pan, their experience and ideas for the induction of two new partners and the empowerment of our practice manager.Business Coaching
Over the past three years we have used Crampton Consulting Group to guide our staff and business to a much better place. Their business coaching package has enabled us to easily benchmark my business and by ways of simple graphs, let me know how the business and individual vets are tracking. Their training and assessing of the staff and development of a Staff Handbook has become the backbone of accountability that has helped in every facet of the business.Team Profiling
Our team came away buzzing and focussed with a greater appreciation for each other, their personality types and their roles within the practice.In Practice Training
The results have been fantastic. The nurses are really taking ownership of the anaesthetics and patient care which is a positive thing for them and the patients! In short, it was the best clinic training we have ever had, nurse or vet based!Customer Service Intelligence
The team took away not only a better understanding and appreciation of customer service but more importantly how they can improve on this. I would have no hesitation in recommending this to practices wishing to improve the customer service aspect of their business.ProSkills Online Learning
On being advised to complete an online course through ProSkills I thought it would be like other time consuming courses that other companies offer. Once starting the course, it was so educational and quick i couldn't believe it. I learnt so much that will help me in clinic. Thank you ProSkills for providing a quick and educational course that I will be happy to recommend to anyone in the profession. Also, some of the vets got hold of my notes and learnt a thing or two. Just shows anyone can learn from doing a ProSkills.ProSkills Online Learning
I have participated in three Crampton Consulting Group courses covering HR and marketing subjects. CCG have given me so much fantastic advice and I've been able to implement a ton of it back in my clinic.Leadership Intelligence
The course has been great and has really given me the confidence to tackle tricky staff issues. I feel that it has removed the uncertainty surrounding situations and will benefit me for years to come.