BVA and VDS Training have teamed up to bring you a series of four free 50-minute 'lunch and learn' webinars for the whole veterinary team.

You can watch the previous webinars here:
SESSION 1: Curious Conversations: Navigating Neurodiversity and Reasonable Adjustments with The Vet Project
SESSION 2: From Panic to Plan: A Practical Patient Safety Webinar for Veterinary Teams
SESSION 3: Motivation: Getting the Most from Your Team and Yourself


COMING UP:

SESSION 4: Wednesday 25 November 2026, 1pm
Client Communication and Complaints: What Makes the Difference?
with Kirsty Sturman

Effective communication is central to positive client relationships and a healthy, supportive veterinary workplace. This session will explore how clear, consistent communication can reduce the risk of misunderstandings, help to understand and manage client expectations, and increase the chances of resolving complaints at the outset.

Drawing on the principles of the Great Workplaces by BVA accreditation, the session will explore how strong personal leadership, a culture which balances autonomy with support,  can empower team members to build confidence in handling challenging conversations, creating better experiences for both clients and colleagues.

Learning objectives

By the end of the session, participants will be able to:

  1. Recognise the foundation skills and behaviours which build client trust, increase the chances of effective communication and as such reduce the risk of complaints arising.
  2. Understand what and why miscommunications occur, and how to use this knowledge to make small changes with big impact.
  3. Understand how effective leadership and empowering team members to raise concerns, share feedback and handle challenging situations can strengthen communication and confidence across the workplace.
  4. Explore how the principles of Great Workplaces by BVA accreditation can support a positive workplace culture, promote team wellbeing and equip veterinary teams to navigate difficult client interactions more effectively.

Register via the Zoom link for all four sessions and we will see you there!

Return to listing