HET
TEAM
WORKSHOPS & TRAINING
Oculus Insights offers you a variety of services that can support you in various ways in your practice.
Whether it concerns improvement of management, team building, strategy development or finding an answer to a specific problem, we have the knowledge and tools in-house to get started with you.
Strategy for
veterinary practices
Making a business plan for new services or products
Teacher: Joop Loomans
Duration: Two half-days of 4 hours
In this workshop we will discuss how to prepare a business plan for the introduction of a new service, a new product, new equipment, new guidance software or a good idea in veterinary practice.
PERFORM analysis practice team
What:
Duration:
Participants:
Costs:
Not included:
Strenghts and weaknesses analysis of
the practice team and Action Planning
0,5 day
This module is the follow up tot he workshop
“High Performing Teams”
Max 12 persons
€ 2000,- per training
Training material, 21% VAT and travel costs
Strategy for veterinary practices
To rule is to look ahead. Yet it was a bit of a swallow for the government when an unknown virus thwarted all existing plans. “We have to solve 100% of the problems with 50% of the knowledge,” said Mark Rutte at the start of the Covid-19 crisis. How do you determine a (new) strategy for your practice when there are so many things that are constantly changing in your environment, clientele, global economy, food chains, new vets, ownership relationships in veterinary practices? Can you still be unique in something, set new goals and develop or offer services and are there other ways to survive in these turbulent times?
The good news is: it has been done in completely different sectors before and there are experiences and useful models available. The bad news is, you have to work hard at it.
These two half-days are devoted to the changing conditions in the veterinary field. What will we be faced with and how can we anticipate?
In the first half of the day we will introduce and explain existing models such as Porter's Five Forces and the Business Model Canvas. In the second half of the day we will investigate where the possibilities lie for veterinary practices as a starting point for a new strategy.
For more information, please contact us
Team training to set goals and strategy for practice
Teachers: Bob van der Heijden and Joop Loomans
Duration: Two half-days of 4 hours with the entire team. Then work out and discuss with owners.
Participants: the practice team (owners and employees).
This day, under the guidance of two teachers, we will brainstorm
with the entire practice team about the future of the practice.
The research questions are:
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Who do we want to be as a practice in the future, what is important to us as a practice?
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How do we want to work in practice, how do customers talk about us?
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What is important to me as an employee, what do I want to do?
It is important that on this day everything can be said. Now is the time to think in terms of possibilities and to let people say what they would do if they were in control. Just remove all restrictions, the knowledge is in the room and the structure and group dynamics do the rest.
At the end of this day, you jointly outline the new contours for the practice that we will later work out with the owners into a realistic new business plan for the practice.
Making a business plan for new services or products
Teacher: Joop Loomans
Duration: Two half-days of 4 hours
Deploying a good idea, a new service, a new product, new equipment, new guidance software in veterinary practices often happens without an underlying business plan. This is partly due to the enthusiasm for the new and the will to try it out with, for example, some customers. For example, new products are often also introduced by the industry. But how do you get from this initial test phase to a successful business plan and shouldn't it have been broadly outlined before you started testing?
In this workshop we will discuss how to draw up such a plan, what good starting points are, we use existing models and examples and we will work with examples from the practices of the participants. Participants use a spreadsheet developed by Oculus Insights, which can help you to compare numbers, fixed and variable costs and prices. When do you earn back the investment and what do you have to do for it? In addition, we will also pay attention to the marketing of these new services or products.
It is possible to make a follow-up appointment with the teacher at the practice to provide support at a practical level in drawing up a business plan for existing or new services.
Team training Complaints procedure for the veterinary practice
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The training leads to understanding what a good system for complaint handling should look like and gives the tools to develop such a system.
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Real life cases are used to take a close look at the complaint handling procedures, from thee yes of the practice and the client.
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At the end of the training the participant understands how to set up a new complaint handling system and has a concrete action plan to start the development and implementation.
For more information, please contact us
Workshop Conflicthantering
PROGRAM
Introduction
Definition conflict
“Musical Chairs”
Purpose of the training
Preferences
Theory conflict styles
Exercise
Closure
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Different conflict handling styles
What is a conflict, what are the most common conflicts in the practice
Exercise
Create awareness of ones own style of conflict handling and the effectiveness of your style in different situations. Recognize and understand the styles other people might have. Use the best style in different situations. Practice these styles
Habits versus choices
Detailed explanation of the different styles
How to deal with conflict in the practice situation
Summary and action plan
For more information, please contact us
Workshop Core Qualities
Prework participants: 360 degrees feedback. The particpants ask a minimum of ten people to answer the following questions about them:
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What should I continue doing?
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What should I stop doing?
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What should I start doing?
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Do you have any other tips for my development?
The feedback will be gathered by the facilitator and returned on the day of the workshop. This will be done anonymously. We use the Model by Daniel Ofman to analyse the feedback in a constructive manner. We discuss qualities, pitfalls, challenges and allergies.
At the end of the training the participants will create an action plan on how to bring the learning into the daily work.
For more information, please contact us
Workshop “the future of the practice”
We analyse the time line between today and 10 years from now.
We evaluate different scenarios and look at the expected changes in the world around the veterinary practice
Society and economy:
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Which changes are expected in society?
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What are the economical developments?
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What can we expect when it comes to energy sources and environment?
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What are important European trends?
Technological:
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Digitalising
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Robotising
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New materials
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New techniques
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Big data
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The internet of things
Developments in the market: clients and competitors
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What changes do we see and expect?
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What new players can we expect?
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Why will some players cease to exist?
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How will client demands change?
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What will the new clients entering the market look like?
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Consequences:
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How can we contribute to a better world today and in the future?
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What does that mean for us?
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Do we need to adapt our vision and mission?
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What are the opportunities?
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What are the threats?
For more information, please contact us
Set up Complaints Procedure
As a veterinarian, you see several customers on a daily basis. They trust you to take care of their animal.
If everything goes well, you will say goodbye at the end to a satisfied customer who likes to come back. Occasionally this does not work despite all efforts. The customer is dissatisfied!
What is a complaint?
"An expression of dissatisfaction that indicates that something has not met expectations"
Two processes took place at the customer;
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An expectation has been created based on the customer's decision to make use of your services.
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Expectation has not been met, which has led to a feeling of dissatisfaction.
What does the customer do with his experience?
Who will be the first to hear that something has gone wrong? Usually not the vet! Expressing dissatisfaction is the first to occur with direct acquaintances such as family and colleagues. Few people file a complaint with the directly involved veterinarian. Too complicated, too much work and the idea that the problem will probably not be solved after all. Moreover, by submitting a complaint, the customer is again confronted with his negative experience and that does not feel good. Only a small number of them share their experience with the vet. The vast majority will, if possible, go to the competition. There is therefore a good chance that a dissatisfied customer does not remain a customer. Because the departure of the customer is usually only noticed at a later stage, action to retain the customer is often not taken.
Result: loss of a customer and no information to avoid a recurrence of the problem in the future.
How can Oculus help?
We help the vet with complaints and problem communication.
Making mistakes is human, pretending not to make them is not realistic. Showing that you solve problems increases customer loyalty.
Oculus offers you:
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setting up your own complaints procedure
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training your staff how to deal with complaints
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sample texts for your website
For more information, please contact us
Workshop Team diversity
Belbin Team roles
During the classroom training the participant will get a thorough understanding of why diversity of character is important for successful teams and what consequences it can have for the communication in the team.
He/she will become aware of his/her own character profile with the strengths and weaknesses that accompany it.
Next to this the participant will come to know and understand the character profile of the other team members and understand the implications of this for the communication and working together as a team.
Another goal is to have a thorough look at the balance of the team. Is the team diverse and equally balanced in character profiles or are some team roles over-represented and others non-existing? Is a correction necessary and if so, how can we make sure the balance is restored.
The Team Diversity Training is a non-threatening way of confronting the participants with their similarities and differences, strengths and weaknesses of the team.
Training flow:
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Explanation of the Belbin theory
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Team role test
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Team balance: are all team roles available in the practice team?
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Strengths and weaknesses of the team
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Practical exercise
Training result
First of all this workshop leads to recognizing different roles in the team. It creates a better understanding of ones own roles and of the roles of their colleagues. This creates more respect for differences. By looking at the team balance this workshop helps to realise the importance of the right balance in the team. This will help with recruitment decisions.
For more information, please contact us
Workshop High Performance Teams
High Performing Teams:
Pre-work: Leadership 20 Question Multiple Choice test.
How do you recognize a successful team? What are the characteristics of such a team?
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To become a high performing team, all teams progress through certain development stages: Orientation, Dissatisfaction, Integration, Production, Termination
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What leadership is needed during the different stages of team development
Training result:
This training teaches basic team theory. It creates understanding of what makes a team high performing and gives tools to develop the team from average to high performing. The participants take a close look at their own team and become aware of strengths and weaknesses.
In a follow-up workshop the team can be analyses according to the basic theory learned during this module.
For more information, please contact us
PERFORM analysis practice team
The practice team is analysed with a 35 question questionnaire. The PERFORM acronym is used to evaluate the practice: Purpose and Goals, Empowerment, Relationships and Communication, Flexibility and Diversity, Optimal Productivity, Recognition and Appreciation, Morale. The participants start with filling in the questionnaire individually, then the answers will be combined and common ideas and differences in perception are discussed.
Strenghts and weaknesses will become clear and a constructive action plan is formulated.
For more information, please contact us
Workshop “Coaching”
Leaders today are confronted with enormous challenges and dilemmas. On one hand, we strive to do more with delivery, better quality, enhanced service, and improved productivity. On the other hand, we have to compete for talented people, and keep them motivated, focused, and challenged. Leaders today need the knowledge, skills and attitude to balance these competing needs.
Practices will survive and thrive if leaders can:
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Involve others
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Build creativity
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Instil values
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Communicate and build trust
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Motivate performance
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Empower people to contribute their talents and efforts to help achieve the organization's mission
Leaders today are developing skills for partnership, communication, finding new ways to work together, encouraging participation, and collaborating in the search for win-win solutions to all kinds of problems - people and technical. To achieve results through others is a large challenge. The journey toward trust, collaboration, and synergy requires skills, effort, and persistence.
For more information, please contact us