Many people who choose to work with animals sheepishly or proudly confide that they like animals more than people. The reality is, however, that protecting and caring for animals is only half the job. Working well with people, whether they are clients, adopters, relinquishers, or visitors, is the unexpected, and sometimes challenging, other half.
Recognizing that dealing with people in animal facilities can be emotionally difficult, this webinar will help participants understand the basic needs of customers, and what interactions are likely to create tension or anger in an encounter. Learn how to bring positive energy to each interpersonal exchange and how personal ego factors into customer service. Participants will also receive three “hot tips” for beginning and maintaining a sane, satisfactory relationship with customers so that the goal of ensuring animals’ welfare is met.
The webinar will be presented by Jan Elster, who has worked for more than 25 years to help animal welfare and protection groups design strategic plans and customer service systems. With an M.A. in Organizational Development, she works with organizations to manage change and conflict, facilitate meetings, stave off crises and help create ways to make animal protection staff and volunteers feel appreciated. In conjunction with five shelters, Jan has written the book “Animal Friendly-Customer Smart: People Skills for Animal Shelters,” designed to help managers, staff and volunteers handle and survive any issues they face in dealing with the public.