Free Sampler of first two lessons of Thriving Under Fire in a veterinary clinic

Do you want a team that communicates well with each other and with your clients?
Get proven tools for your team to manage emotional clients, reduce stress, and build loyalty.

Discover the Thriving Under Fire way of dealing with difficult clients so that you don’t have to worry about your brand, your team, or your sanity.

Three major areas they will develop:

• Manage their own emotions - keeping calm when others explode
• Manage emotional clients - secrets to de-escalate emotional moments
• Manage team equilibrium - recovery techniques for resilience and improve productivity

Why I created this course: John Faisandier

"I saw how much emotions caused disruptions in people’s lives."

In 1994 I needed to quickly learn how to manage highly emotional situations. I was the first full-time psychodramatist in a residential drug and alcohol rehabilitation hospital in Hanmer Springs, New Zealand. Patients were referred to my sessions to deal with the life traumas that triggered their drinking and drugging.

To avoid the pain of revisiting and healing these deep hurts some became angry, aggressive, and even threatened violence. Not only did I have to manage my own fear in the face of their emotional reactions I also needed to work out what I could do to help them calm down so that they could do the therapeutic work of their recovery.

During my five years at that hospital, I realized just how much emotions caused disruptions in people’s lives. While the consequences of not managing emotions were far-reaching for people with drug and alcohol addictions, the inability to manage emotions can be problematic in any situation. The end results for an organization can be costly and problems for individuals can range from minor distress to severe mental health conditions and even suicide.

What I learned in those five years has been the basis of the TUF Thriving Under Fire program that I've developed over more than twenty years of working in different countries and organizations. I’ve worked with groups and individuals from front-line workers to executives in the C-suite in just about every commercial sector.

I guarantee your team will benefit from our online training.

What you get from the TUF training for veterinary workers:

• Practical online skills training tailored to the veterinary context.
• Short 10-minute bursts of learning that won’t take hours of the day.
• Online training that is pedagogically sound.
• Interactive lessons that engage thoughts and feelings and promote new behavior.
• Resources to encourage whole-team learning so you get culture change in the clinic.
• Practical actions to support one another and embed the learning.
• Questions to generate team conversations and shared learning.
• Focus on relevant theory and skills so time is well spent.
• Teaching neuroscience and proven models of communication so you can trust the learning.
• Regular follow-up reminders to embed the learning which means continuous development.

What your clients gain:

• Feeling understood in their times of distress
• Acknowledgment of who they are and what is important to them
• Being accepted and valued no matter what
• Improved loyalty to your business
• Increased trust in your people and the service you provide

What your team gains:

• Increased confidence to deal with emotional customers.
• Improved work satisfaction because of less conflict.
• Better internal communication within the team means better problem-solving.
• Decrease in stress from emotional chaos that can overwhelm the staff.
• Skills to manage personal relationships outside of work so they bring less ‘baggage’ to work.
• Techniques for helping one another debrief after incidents lead to faster recovery.

What you and your business gain:

• Improved communication within the business so that differences are sorted more quickly, and you don’t get caught up in disputes.
• Team members are confident in handling emotional situations so that they don’t have to get involved.
• Real skills to manage upset customers which improves customer loyalty.
• Individuals learn skills to manage their own emotions and have fewer dramas.
• Everyone has better relationships outside of work bringing fewer problems with them from home.
• Less time is spent sorting disputes because people have the skills to hold challenging conversations.
• More time and energy for positive actions, building the business, or doing what you like most.

Does this program produce results?

ROI Evaluation:

For more than twenty years Thriving Under Fire has conducted evaluation research to continually improve our training delivery. Learners have told us of the benefits that have come from this program.

• Our Return-on-Investment (ROI) evaluation at Auckland Motorway Alliance showed not only a dollar positive benefit for each dollar invested but also a benefit in the intangibles such as improved morale, better internal communication, and an improved appreciation of the company.
• A parallel evaluation showed a significant improvement in their monthly customer survey results.

Hospital Board Evaluation:

• A major Regional Hospital Board in New Zealand wanted a low-cost training package that would not take their workers from the frontline for too long. They gave their workers access to the TUF Thriving Under Fire Interactive program to help them deal with increasingly aggressive patient encounters.
• At the beginning of the course, participants self-assessed their perceived level of confidence in dealing with aggressive patients. They did the same at the end of the course. The results were striking.

Before the course, nearly 17% were not confident at all in managing difficult situations.
After the course, no one reported that they were not confident.

Before the course, 26% reported they were moderately confident in managing difficult situations.
After the course, this number increased to 49%.

Before the course, 36% reported that they were quite confident in managing difficult situations.
After the course, this figure jumped to over 73%.

What do other people say about TUF?
TUF: Thriving Under Fire has been working with a huge range of business sectors and all levels of organizations for over 20 years.
We have brought this experience to create this online course for veterinary health professionals.
It's worked for thousands of others, now let it work for you and your team.

This course is by far the best de-escalation course I have seen –my congratulations to the people who put this together -it needs to be compulsory – with regular updates. Greg West, (Registered Nurse) Acute Inpatient Service, Nelson Marlborough Health Service.

I purchased your TUF online course and I’m really thrilled with it.
I’m particularly impressed with the pedagogically sound delivery and the overall high quality of the product.
I’m especially impressed as a colleague and I have looked at lots of courses from all over the world and we reckon yours is a stand out on all fronts. Wendy Baker, Director, NZ Coaching and Mentoring Centre

I did a TUF course over 10 years ago when I worked at Fonterra, maybe circa 2007/2008.
The skills I learned in the course have stuck with me and prepared me so well for difficult and brave conversations that I still think about it 10 years later. Elle Taylor, Agricultural Consultant

TUF helps you recognize how you might be coming at a situation and how you might change to get the response you desire plus how to diffuse an emotional situation. We all think we know how to deal with customers, but TUF has given us the tools and skills to deal with customers more effectively and end with the best outcome. It helps in all parts of your life. Doesn't just deal with other people's emotions, yours also. Team Leader, Wellington Water.

TUF has made a difference in the way our staff manages difficult conversations with each other and with customers. It has saved us time and energy in not having to sort out problems that in the past may have escalated. David Hammond, CEO of Ruapehu District Council.

Our team leader puts TUF on our agenda at every team meeting since we did our training so we never lose focus and keep practicing what we have learned. Teresa Fesuiai, Correspondence School, Wellington New Zealand.

Who is this course for?

• Both seasoned veterinary professionals and new recruits can improve the way they interact with clients in heightened emotional moments.
  The highly interactive lessons are a mix of proven theory and practical applications. You’ll learn how to manage your own emotional reactions when verbally attacked by distressed clients or colleagues.

You’ll learn what, why, and how to turn people who are angry and aggressive into loyal supporters so that you can enjoy the work of caring for animals.

You get solid theory and practical suggestions from over twenty years of experience working with thousands of people in many countries and many sectors who face difficult clients every day. You’ll get the dos and don’ts, best practices, common mistakes, and practical shortcuts that every veterinary professional should have been taught right from the beginning.

This is ‘developmental learning’ that is, you build on what you already know. The learning process allows you to identify and use what you need to do next to improve. Repeated lessons help you reinforce that learning and continually expand your repertoire of ways to manage difficult conversations, not take things personally, and enjoy your work in the veterinary environment.

DETAILS

10 - 15 minutes per lesson - do one per day or anytime.

OUR PRICING STRUCTURE

Original price $850. Special price for veterinary clinics

• 1 - 4 learners $400 per person.
• 5 - 20 learners $300 per person.
• 21+ learners contact us to negotiate bulk pricing.

MY PERSONAL GUARANTEE

30-Day Money Back Guarantee

The Thriving Under Fire program has been successful with a wide range of people with the skills for managing emotions over many years.
We know this training works.

However, if for any reason, within 30 days, you are not satisfied with what you are getting in the program then we will give you your full money back. On top of that, we will continue to support you and your team with free tips and skills training unless you ask us not to send these helpful resources to you.

FAQs

Who should take this course?

• This course is for anyone who deals with people in emotional situations, at work, or in any other area of life. This is developmental learning which means no matter how proficient you are now; you can always refine your skills. There is plenty in the course to benefit beginners and more experienced practitioners

How long does the course take?

• The course has 16 Units, and each takes about 10 - 15 minutes to complete. You are recommended to do one unit per day to give you time to notice, practice and absorb the learning. The whole course could be three hours.

What is in the course?

• See the Course content below

Is there a time limit on when the course must be completed?

• No, you can take as long as you like to do the course. You can also return to the course at any time and repeat one or more of the Units.

Why do you recommend the whole team does the course?

• While you can do the course as an individual and gain an l great deal from it, when a whole team does the course, you have a better chance of developing a healthy culture around managing emotions in the workplace. Team members can also support each other to put the learning into practice.

Are there price breaks for enrolling the whole team?

• There are price breaks for enrolling numbers. Current price breaks apply to these bands:
  • 1 - 4 pax
  • 5 - 20 pax
  • 21+ pax

How do we enroll more than one person in the course?

• Contact us directly at admin@tuf.co.nz We will invoice you for the number of learners you require. Once payment has been received we will issue you with your unique coupon code. Give this code to all the members of your team, and they can then access the course without having to pay.

Is this course approved by any Veterinary Association?

• At this point, we don't have the official approval of any veterinary associations. However, many associations will allow time spent on this course to be included in the Professional Development record.

We are expecting new recruits to start soon, can we buy now for them to do the course when they begin work?

• Yes, you can buy the course now for any future staff members. We can make placeholders for them and when they start, we can add their names and email addresses to enroll them.

Where can we sign up for this course?

Click on this link to go to the full course page

Or copy and paste: https://www.learndesk.us/class/6211413963964416/thriving-under-fire-in-a-veterinary-clinic

email us if you want to be invoiced. admin@tuf.co.nz