Dr Gary Turnbull BVSc (Hons)
Director – Lincoln Institute
Dr Gary Turnbull is a Principal of the Lincoln Institute, a boutique leadership development company delivering facilitated training and coaching to the veterinary profession. He is a highly recognised and respected speaker & facilitator in the fields of veterinary practice management and leadership, professional mastery and life-balance strategies. He has presented across Australia and internationally, including the USA, New Zealand, Singapore and The Philippines.
Gary is also the director of the East Port Veterinary Hospital, a multi-award winning and Australian Small Animal Veterinarians Accredited Hospital of Excellence situated on the mid-north coast of New South Wales. He is a first-class honours graduate from the University of Sydney and a Chartered Member of the Australian Veterinary Association. He is also a member of the Australian Small Animal Veterinary Association, and Australian Veterinary Dental Society.
Day 2 @ 11:30
Mastering Conflict- Successfully Managing Angry & Emotional Clients
Mastering Conflict…. Successfully Managing Angry & Emotional ClientsLincoln Institute’s recent research into the global veterinary shortage confirms that managing clients’ expectations around clinical outcomes and costs of treatment is a major source of stress and anxiety for veterinarians. Equally, client complaints weigh heavily on the mindset of veterinarians, often having a profound deleterious impact on professional fulfillment.In this presentation Dr Gary Turnbull will explore the fundamental nature of client complaints, why they occur and how to proactively minimize their occurrence in the first place.He will share a series of advanced communication techniques to enhance one’s ability to listen, demonstrate empathy and defuse emotionally charged situations rapidly.Delegates will also learn simple techniques to better manage their own emotional responses to stress, placing them in a superior state of mind to successfully manage these potentially volatile interactions
last published: 23/Oct/20 02:45 GMT