All of our veterinary team members across PDSA work hard to deliver a great service to our clients and supporters. At times you may be faced with an unhappy client and we recognise that resolving client dissatisfaction can be challenging. By knowing what to say and, more importantly, how and when to say it, you may be able to resolve the situation, before it evolves in to inappropriate behaviour, or a complaint. The module will cover the following key areas: - Our beliefs surrounding a situation - Emotional Triggers - How to minimise the impact of triggers - How to de-escalate client dissatisfaction - Challenging Behaviour vs Inappropriate Behaviour - What should we do? The process in place to manage inappropriate behaviour - Safeguarding our people an clients - Supporting our teams This webinar will take approximately 30 minutes to complete.