Dealing with Challenging Situations at Reception

This course will help you develop your emotional literacy and intelligence by understanding, recognising and managing the psychology of the core emotions of fear, anger, disgust and sadness. You will learn how these manifest in veterinary practice as well as what we can do to handle them.

This course was originally delivered as a live online event in October 2020, so contains references to working conditions during the COVID-19 pandemic. 

Please be aware that there is more content, theory, and application on this topic available in our client care qualifications which you can browse and purchase here.

Get this course and more for less than £215 per year with an individual iLearn subscription!

Key Information

Duration / Length 4 hours
Start DateAnytime
Format video
Entry Requirements working in veterinary practice
Author / Speaker Brian Faulkner
Cost £49.00 + VAT

Customer rating

Course Content

Whilst veterinary practice is usually a lovely environment to work in, it can be difficult at times! A difficult situation is a situation whereby things are not progressing as expected or desired. When a behaviour is not as expected or desired, we can perceive the behaviour as ‘difficult’. Often, we can be quick to label a person who has created the situation as a 'difficult person'. This may or may not be a fair description of their personality. A ‘difficult-person’ means to be difficult, whereas it is possible to be the cause of a difficult situation without meaning to cause others difficulty. Either way, we need to be able to cope with the difficult situations that veterinary receptionists have to deal with.

Emotional Intelligence is the ability to adapt to challenges involving people’s emotions.  Developing Emotional Intelligence is crucial to handling difficult situations involving people.


Learning Objectives

  • Develop your emotional intelligence.
  • Understand, recognise and manage the psychology of the core emotions.
  • Learn how the core emotions manifest in veterinary practice and how to handle them.

What's Next?

If you'd like to develop your knowledge further on dealing with challenging situations and developing emotional intelligence, this is covered in more detail in our client care qualifications which you can browse and purchase here.

What Our Clients Say

I really enjoyed this course and I could relate to so many scenarios. It was fascinating to understand the emotions behind the way clients are behaving and how best to approach each emotion. 

Purchase This Course Today

£49.00 + VAT