Incivility and Complaints

Deal with difficult interactions and resolve conflict

Handling incivility and complaints with confidence is essential for maintaining a respectful, positive practice environment.

Have any questions about dealing with incivility and complaints in practice?

Incivility and Complaints courses include:

Managing Incivility and Conflict with Clients

In this comprehensive one-day programme, you’ll learn effective strategies for dealing with challenging client behaviour and incivility, by exploring the underlying issues that drive difficult behaviour, and develop personal approaches to manage and de-escalate challenging situations.

How to Defuse Complaints

In this interactive, one-day session we will explore how we approach complaints and learn tips and techniques to help us respond to complaints more productively.

Let's Talk About Money

Struggling to effectively influence your clients’ attitudes or behaviours regarding the care and husbandry of their animals? This interactive workshop will guide you through the challenges involved in financial discussions in practice. Learn techniques to ensure clients are less likely to complain about the bill, and what to do if they do.

How to book

View upcoming course dates on our Courses and workshops page.

Online Anytime Courses:

Complaints Handling

This online programme is designed to help build your confidence in handling complaints from clients and members of the public, providing you with a toolbox of skills to make handling complaints easier, more successful and less stressful for all concerned.