​Course Overview:​ This course begins with a tutorial on basic human communication. It explains why we react in certain ways to outside stimuli. Then it shares information on personality and generational profiles that helps us understand the person in front of us and how to better serve them. The second session is a discussion of self regulation and emotional awareness. It trains how to give and receive feedback, why questions are better for getting change to happen than demands and how mindfulness plays a part in our ability to negotiate. The final session builds on the prior two and teaches why people are reactive and how to use specific tactics to deescalate situations and come to resolution. The three sessions build upon each other so it is advised to take them in sequence. Each lasts approximately 1 hour. COVID 19 presented veterinary hospitals with many challenges, forcing rapid adjustment to new workflows and protocols. One of the most unexpected side effects has been the increasing difficulty of clients. This universal phenomenon has left veterinary teams feeling frustrated, angry and often in tears. What is going on?&nbsp;Communication expert and consultant Debbie Boone, BS, CVPM is sharing communication insights along with tips and tools to help calm the most difficult clients, eliminate team drama ...and to even help shine some light on why everyone is feeling out of sync. Join Debbie for this three-part course and learn how solid communication strategies can help “calm the savage client”.&nbsp;&nbsp;Come join the thousands of others who have taken advantage of Debbie’s experience and knowledge and learn some of the secrets to human behavior and dealing with difficult people. Composed of 3 Courses: Course 1:&nbsp; &nbsp;&nbsp;Basic Communication Skills Course 2:&nbsp; &nbsp; Managing and Avoiding ConflictCourse 3:&nbsp; &nbsp; Dealing with Crazy​

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