运用人际交往技巧处理客户的挑战行为

Emma Stansfield
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引用次数: 1

摘要

与大流行相关的广泛中断导致客户互动日益具有挑战性。英国兽医协会发现,在2021年接受调查的兽医工作人员中,有57%的人表示,在过去的一年里,他们对客户的行为感到害怕;比2019年增长10%。持续的困难或虐待互动的心理影响可能是显著的,并有助于高发生率的压力,倦怠,磨损和潜在的自杀在行业中越来越多地注意到。这种理解进一步强调了关注发展个人自我保健策略和领导者为其团队提供适当支持的必要性。从历史上看,兽医教育忽视了人际交往技能培训的重要性,如沟通、解决冲突和情商。然而,人类和兽医学正在发展,人们越来越认识到沟通技巧培训对预防和管理具有挑战性的客户行为的重要性。这可能有助于确保从业者为等待他们的挑战做好更好的准备。
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Using interpersonal skills to manage challenging client behaviour
Widespread pandemic-related disruption has led to increasingly challenging client interactions. The British Veterinary Association found that 57% of veterinary staff surveyed in 2021 reported feeling intimidated by client behaviour during the previous year; a 10% increase from 2019. The psychological impact of consistently difficult or abusive interactions can be significant and contribute to the high incidences of stress, burnout, attrition and potentially suicide increasingly noted in the industry. This understanding further highlights the need to focus on developing individual self-care strategies and leaders offering appropriate support to their team. Historically, veterinary education has overlooked the importance of training in interpersonal skills, such as communication, conflict resolution and emotional intelligence. However, human and veterinary medicine is evolving with increasing recognition of the significance of communication skills training to help prevent and manage of challenging client behaviour. This may help to ensure practitioners are better prepared for the challenges that await them.
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