The AVA Annual Conference is the nation’s premier veterinary event, covering all fields of veterinary science and in 2017 brought together over 920 veterinary professionals and 115 exhibitors.

We hope you will join us for the 2018 AVA Annual Conference in Brisbane, 13-18 May.    
Visit conference.ava.com.au to register.    To download a pdf file of the entire program click here.
Thursday, May 17 • 9:00am - 10:00am
Communication clarity for compliance- what do we really say to owners, no wonder they don’t come in!

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What we say and what owners hear can be so different. This session will look at the fine art of communication, sharing some best practice principles that will help the entire team communicate more clearly and effectively with clients. Simple tips include not using jargon, recommending clear and specific intervention rather than using vague terms such as "perhaps we could", "I think we'll" and (worst of all) "let's wait and see". We'll look at academic research currently taking place in the UK into telephone communications in veterinary practices, highlighting where there's room for improvement at the reception desk. We'll look at data collected from consult rooms, identifying how much of what we say routinely can be misleading or inadvertently undermine our expertise. We'll then use this data to inform better practice, helping you ensure that clients visit more often and feel more engaged with their animal's care.

avatar for Alison Lambert

Alison Lambert

Managing Director, Onswitch
A farmer's daughter from Yorkshire, Alison qualified from Liverpool University in 1989. She worked in practice for several years before pursuing a business career with Hills Pet Nutrition and MARS, where she discovered the passion for the customer experience that her award-winning... Read More →

Thursday May 17, 2018 9:00am - 10:00am
Mezzanine M4 Brisbane Convention and Exhibition Centre