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Successful Client Care in Practice

The Cube, Birmingham

A group of people engaged in a collaborative workshop around a large round table. Participants are discussing and working with colorful paper, while a presenter stands at the front. Natural light comes in through large windows, showcasing a scenic view outside.

Course Description

Effective communication is essential for delivering exceptional client care in veterinary practice. This course explores what success looks like for front-of-house teams and the challenges they face. Attendees will gain insight into human communication, including how stress influences interactions and the importance of viewing the client care team as part of the wider veterinary team. 

Through practical techniques, attendees will learn how to build trust, diffuse difficult situations, and apply empathy, compassion, and professionalism to enhance staff well-being, performance, and patient safety. The course will also introduce strategies such as nonviolent communication and ego-state awareness to improve interactions. 

Attendees will discover how to foster a culture of continuous learning by utilising feedback, debriefing, and reflection to enhance client experiences and overall service quality. By the end of this course, attendees will be equipped with the tools needed to optimise communication and create a positive, one-team environment. 

What will I learn? 

  • Define successful client care by identifying key characteristics and challenges faced by front-of-house teams in veterinary practice. 

  • Explain the fundamentals of human communication and recognise how stress impacts interactions between clients and veterinary teams. 

  • Apply practical communication techniques to build trust, manage difficult situations, and enhance both client relationships and team collaboration. 

  • Utilise empathy, compassion, and professionalism to improve staff wellbeing, optimise performance, and support patient safety. 

  • Foster a culture of continuous learning by implementing feedback, debriefing, and learning discussions to enhance service quality and client experience. 

Course Overview

Providing veterinary front-of-house teams with essential communication skills to navigate client interactions, manage difficult situations, and enhance teamwork for better patient care

  • Location The Cube, Birmingham
  • Where Midlands
  • Date
    March 26th, 2026
  • Duration 1 Day
  • Member Price £195
  • Non-member Price £255
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Trainer info

What previous attendees have said

How to apporach uncomfortable conversations with clients and colleagues. Understanding why people may react in certain ways.

Rose Dawson

Great communication methods explained to manage difficult conversations. Great instructor.

Sophie Tranter
Builth Wells Vets

How to communicate effectively. Make a better experience for clients. Share with colleagues.

Ali Brockwell

Good tools and resources given in the talk that can be used.

Kirsty Leith
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