2 / 12
XLVets Practice
Focus
02
small
talk
The course covers a wide variety
of tools and techniques to help
vets and nurses communicate
during consulting and at client
events. The course looks into
how adults have different
learning styles which shows
how we view and manage
information differently. This
helps vets and nurses to share
information effectively with
their clients and ensures clients
can understand and retain
the information.
Questioning is key in consulting
as we need to be able to
ascertain the problem with the
pet, this can be done by using
different types of questions. In
the course you learn about open
and closed questions. Open
questions are helpful in getting
information as they cannot be
answered with a simple yes
or no. Closed questions are
useful to confirm, check and
summarise after a series of
open questions. Being able to
use questions in the best way
will help the vet or nurse and
the client understand what is
going on.
During the course they put a
lot of emphasise on why it’s
important to explain what you
mean and why it is important
to the client, which during
consults ensures the client
understands the benefit to
them and their pet.
Vets and nurses are often
asked to show how to do
something such as clean a pet’s
ears, the course helps in how
we go about doing this to give
the client the best learning
experience so they feel
confident and able to do the
task at home.
Overall the course provides
valuable information that
vets and nurses can use to
improve communication with
their clients leading to a
better service and customer
satisfaction.
Effective Communication
An important part of XLVets customer satisfaction
Helen Knott RVN
Severn Edge Veterinary Group
The
train the trainer
course
is a LANTRA approved
course that XLVets member
staff have access to.
I recently attended
this course and the
overall objectives are:
l
Planning effective
training
l
Understanding how
adults learn
l
Communication tools
that are available;
what’s available and
what works best
l
Knowing which training
style should be used in
different circumstances
l
Practical tools for
assessment