Introduction

The SAVA Mentoring Programme provide veterinarians and nurses with access to critical soft-skill training material to assist them in successfully navigating during their CCS year and beyond.

SAVA in turn ensures that a mentoring process is in place as the first step in developing newly qualified graduates into skilled and professional veterinarians and veterinary nurses in the field. 

For veterinarians, the mentoring programme are focused on the activities and experiences that ensue during the CCS year, being:

  • Using experienced veterinary professionals to support new graduates to ensure a smooth transition into the profession.
  • The program assists towards job satisfaction and reaching their full potential.
  • Retention for the veterinary profession
  • Using mentor access to skills & practical knowledge from senior veterinarians
  • Encourage knowledge transfers to assist the mentee to develop trust in their own abilities and boost confidence and self-esteem
  • Prepare veterinarians when entering the veterinary industry after CCS, which may include private practice, state veterinary services, animal welfare and industry.

For para-veterinary professionals, the mentoring programme are focused on the activities and experiences that ensue early in their professional careers.

  • Using experienced para-veterinary professionals to support new graduates and recent employees to ensure a smooth transition into the profession.
  • The program assists towards job satisfaction and reaching their full potential.
  • Retention for the para-veterinary profession
  • Using mentor access to skills & practical knowledge from senior para-veterinary professionals
  • Encourage knowledge transfers to assist the mentee to develop trust in their own abilities and boost confidence and self-esteem since para-veterinary professionals are not required to complete a CCS year.

Who Should Enrol

  • Mentees (Veterinarians) in the Compulsory Committee Service (CCS) year who partake in the SAVA Mentoring programme
  • Mentees (Veterinary Nurses) in the first year of employment who partake in the SAVA Mentoring programme

Course Highlights

Problem Solving

If you are not part of the solution, you are part of the problem. A problem is any obstacle that creates a challenge in achieving a desired goal. Problem-solving is the systematic process of removing challenges blocking a goal. Understand how you can determine the required action to manage or stop a problem and understand how you can define the problem to apply the correct solution.

Difficult Situations

When a service problem occurs, it’s also likely to create an upset or irate customer, further compounding an already sticky situation. Service professionals must not only be problem solvers, but also tactful negotiators of human emotion. Understand how to work with upset or irate customers in difficult situations and how it is different from working with people who are difficult customers. We will show you a four-step model for calming upset customers and show you how to identify seven types of difficult customers including a strategy to work with each type of difficult customer.

Course Content

Problem Solving

We have five Problem Solving courses available in this series that focus on early problem recognition, four stages of creative problem solving, how to define problems accurately, confident decision making and crisis resolution. Each course averages 15 minutes to complete with a post assessment included for each course. The Application Activity forms will allow the participant to apply the learnings in their own scenario and environment.

Difficult Situations

We have five Difficult Situations courses available in this series that focus on calming upset/irate customers, difficult customers, call escalation, handling complaints, delivering bad news. Each course averages 15 minutes to complete with a post assessment included for each course. The Application Activity forms will allow the participant to apply the learnings in their own scenario and environment.

Learning Outcomes

Problem Solving

On completion of this course/article candidates will be able to:

  • Define a problem, recognize early symptoms of common problems, Initiate a formal problem recognition process.
  • Apply effective problem SOLVER™ behaviours and attitudes, Implement the four stages of a systematic problem-solving process, Utilize 10 creative problem-solving techniques.
  • Explain the importance of accurate problem definition, Implement nine ways to accurately define problems, Analyse and identify root causes.
  • Make better decisions more quickly, Apply four stages to decision-making, Utilize logical and intuitive decision-making techniques.
  • Explain the difference between a crisis and a problem, Identify the main causes of crisis, Implement six steps to crisis resolution.

Difficult Situations

On completion of this course/article candidates will be able to:

  • How to handle upset/irate customers,
  • Apply a four-step model for calming upset customers.
  • Apply strategies for working with each type of difficult customer.
  • Apply three techniques for delivering bad news.

Assessment

Online assessment for each course within the program

Accreditation

Problem Solving
South African Veterinary Council (SAVC)
2 CPD Points
AC/0083/20

Difficult Situations
South African Veterinary Council (SAVC)
3 CPD Points
AC/0089/20

Certification

Pass each course assessment with 80% - Retries allowed: 3




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The SAVA Mentoring Programme provide veterinarians and nurses with access to critical soft-skill training material to assist them in successfully navigating during their CCS year and beyond.