Communication and culture education program

The Communication and Culture Education Program is especially designed for a foreign veterinarian practicing in The Netherlands. The program will be 5 modules in total. Each module will start with a lunch and will be of 3,5 hours duration.

A detailed description of the five modules can be found at the bottom of this page. A brief description of each module is given below:

Module 1: Dutchies and their ‘Dieren’
During the first module, St. Anna Advice will provide a broader insight and practical tools to improve the communication flow of your practice. With these practical tips and tricks, you will be able to differentiate yourself compared to other veterinarians the very next day.

Module 2: Dutchies and their ‘dough’
This practical training course focuses on the psychology of money, the substantiation of practice prices, the successful handling of price concerns and all other aspects of communication about money.

Module 3: Dutchies and their ‘Dierenarts’
The 10 step veterinary consultation. Role-plays are used to explain and practice the important skills and structure of a consultation. There will also be time to practice with the ‘difficult’ client. A fun and interactive training to feel more confident in your consultation room.

Module 4: Challenging Dutchies
During this interactive training, we teach you how to professionally deal with the most challenging situations in your profession. We use a role-play actor to really bring the theory to life.

Module 5: Dutchies and their ‘Difficulties’ Intervision and Peer Communication
What are you still struggling with? And what else do you want to learn? In this intervision session we will discuss the cases which you recently struggled with.

This course will be taught in English. 

 

Details

Target audience: Foreign veterinarians, practicing in The Netherlands

Course dates:

  • Module 1: 27 February 2024, 12:30 – 16:00h, (including lunch)
  • Module 2: 19 March 2024, 12:30 – 16:00h, (including lunch)
  • Module 3: 23 April 2024, 12:30 – 16:00h, (including lunch)
  • Module 4: 14 May 2024, 13:00 – 16:30h, (including lunch)
  • Module 5: 4 June 2024, 12:30 – 16:00h, (including lunch)

Important:  You register for five modules. It’s not possible to register for a single module.

Location:

IVC Evidensia Academy
Nijverheidsweg 1b
3433 NP Nieuwegein

Maximum participants: 10

Costs:

€ 1600,00 exclusive VAT for IVC Evidensia employees

 

Contact

For more information, please contact the IVC Evidensia Academy team (academy@evidensia.nl).

Module 1: Dutchies and their ‘Dieren’

During the first module, St. Anna Advice will provide a broader insight and practical tools to make the communication flow of your practice better. With these practical tips and tricks, you will be able to differentiate yourself compared to other veterinarians the very next day. Happy clients, happy animals and healthy practice. That is our common goal.

 

We also reflect and focus on the importance of a professional phone call. How can you be efficient on the phone while still collecting all the necessary information in a structured manner? And how do you deal with different types of clients on the phone?

 

–  Pet Parentship

–  The Anatomy of Communication

–  Client-Centric Calls

Module 2: Dutchies and their ‘dough’

“That’s expensive!” or “Can’t I get a discount?” are examples of customer comments that you probably hear on a regular basis. How do you deal with these questions? Do you support and agree with your prices? Or does your team find it difficult to explain the costs to customers in a professional and convincing way?

 

This practical training course focuses on the psychology of money, the substantiation of practice prices, the successful handling of price concerns and all other aspects of communication about money. We will teach you to talk about prices in a relaxed way and you will have the opportunity to practice these techniques with simulations of realistic situations. We will teach you one-liners that are immediately applicable and help to distinguish the practice in more aspects then the price alone.

Module 3: Dutchies and their ‘Dierenarts’

The 10 step veterinary consultation.

 

–  How do I improve my communication during the consultation?

 

–  How do I make sure that the client feels comfortable and is aware of  their wants and needs?

 

–  What is the ideal structure of consultation and what is the importance of a social opening, being aware of the hidden needs and shared-decision-making?

 

Role-plays are used to explain and practice the important skills and structure of the consultation. There will also be time to practice the ‘difficult’ client, like the price-seeker, the persistent, the silent and the DIY client. Last but not least the Dr. Google. A fun and interactive training to feel more confident in your consultation room.

 

Module 4: Challenging Dutchies

After completing the previous modules, there will be more structure in your workday and you’ll be able to deal with client complaints. Now it’s time to really play with the challenging situations. How to deal with emotions, euthanasia, and challenging clients?

 

During this interactive training, we teach you how to professionally deal with the most challenging situations in your profession. Think about the time you made a mistake and had to tell the client, a complaint, an angry or sad client, doubters, unreasonable clients, know-it-all’s, manipulators or time consumers. We use a role-play actor to really bring the theory to life.

Module 5: Dutchies and their ‘Difficulties’ Intervision and Peer Communication

What are you still struggling with? And what else do you want to learn? In this intervision session we will discuss the cases which you recently struggled with.

Achieving gold standard veterinary medicine is a team effort. If you want to go fast, go alone, if you want to go far, go together. It all depends on team work, because Together Everyone Achieves More.

 

If you are struggling with your internal communication, are you really able to communicate with your clients well? All teams can have a confrontation from time to time, but only the best teams are able to turn a negative into a positive. Learning to utilize each other’s talents and to find new ways to work together. This process takes time, consideration and energy. Winning on the outside, begins with winning on the inside!

 

–  Giving and receiving feedback

–  Communicating with (external) colleagues and specialists

–  Evaluation

Je kan je nu niet inschrijven voor deze cursus.

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