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Main : Course Catalog - 2002 : Strategies for Success: Maximizing Practice Performance through Staff |
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PRAC105-1002: Strategies for Success: Maximizing Practice Performance through Staff
INSTRUCTOR:
Don Draper, DVM, PhD, MBA; Iowa State University
Dennis McCurnin, DVM, MS, DACVS; Louisiana State University
DATES:
October 29 - December 3, 2002
Interactive sessions: Tuesdays 10/29, 11/5, 11/12, 11/19, 11/26; 9:30-11:30 PM ET (USA)
COURSE DESCRIPTION
One of the keys to practice success is to have employees performing in ways that produce exceptional results. Employee management principles, methods, and strategies are presented in this course. Participants will learn how to recruit, hire, motivate and retain employees. Other topics that will be covered include: creation of a practice management team, development of an employee policy manual, employing conflict resolution procedures and tools for solving problems.
Week 1: Maximizing Practice Performance through Staff: Finding and Hiring Star Employees.
The session begins by defining exactly what you want in and expect of the employee. This involves writing a detailed job description. Next, the session will go through the steps of recruiting employees. This will be followed by information on candidate screening, interviewing, performing due diligence, and hiring. Employer- employee agreements will be reviewed along with information on the importance of and content of employee policy manuals.
Week 2: Maximizing Practice Performance through Staff: Keeping Star Employees
How do you keep a high performing employee on your practice team? This question will be addressed in this session. Classic motivational theory will be presented along with current information on why employees like or dislike their work. Participants will be exposed to Gilbert's Leisurely Theorems. These theorems explain the dimensions of human competence, how to measure competence, how to diagnose and treat performance deficiencies and the fundamental ways to influence human behavior. Appropriate employee feedback systems will also be covered in this session.
Week 3: Maximizing Performance through Staff: Do We Need a Practice Team?
This session will begin with a discussion of why teams are important and the situations in which teams outperform individuals. The prerequisites to functional teams will be covered. Information will be presented on how to engage teams in practice projects and work functions. Team dynamics and communication will be explained. Practical illustrations of how teams can improve various practice processes will be presented.
Week 4: Maximizing Performance through Staff: Involve Staff Problem Solving and Quality Control Issues
This session will be a continuation the discussion on the use of practice teams. The focus of the session will be on fundamental processes of problem solving. With proper training and methods, staff can be helpful in resolving problems. Problems in quality, timeliness and delivery of service relate to quality control. Systems for reducing problems and improving quality will be explained. These translate to improved practice efficiency, more satisfied clients, and enhanced practice performance.
Week 5: Maximize Performance through Staff. Resolving Conflict and Managing Problem Employees.
Conflicts are not unusual in most practices. Conflicts arise between doctors, between doctors and staff, between staff members, and between doctors/staff and clients. This session will cover processes used by professional mediators to resolve conflict. Information will be presented on problem identification, problem solving, bargaining, negotiation techniques, and facilitation skills. The session will conclude with a discussion of what to do when negotiation fails.
MESSAGE BOARD DISCUSSIONS:
Discussions will begin on the start date of the course and will continue for 7 days following the last real time session.
CE HOURS: 10
TUITION:
Member/$135, Non-Member/$200 before October 15th, 2002;
Member/$150, Non-Member/$222 after October 15th, 2002
For More Information on VIN's Upcoming CE Courses, check out http://www.VIN.com/CE/Catalog.htm
Note: "Course meets the requirements for 10 hours of continuing education credit in jurisdictions which recognize AAVSB's RACE approval; however participants should be aware that some boards have limitations on the number of hours accepted in certain categories and/or restrictions on certain methods of delivery of continuing education. Call VIN for further information."
(Attendees are encouraged to check with their licensing jurisdiction(s) for information regarding recognition by the board.)
COURSE WITHDRAWAL AND REFUND POLICY: Withdrawal prior to the listed start date of a course entitles the registrant to a complete refund or a credit toward a future VIN CE course, whichever is preferred. Withdrawal within 1 week after the listed start date (i.e. including no more than one real-time session) entitles the registrant to a credit toward any future VIN CE course. (Does not apply to courses with only one real-time session.) After the first real-time session, a registrant may withdraw due to special circumstances and receive prorated credit towards a future VIN course. These requests will be handled on an individual basis. The amount of the prorated credit will be determined based on 65% of the time remaining in the course at the time of withdrawal. It is not possible to withdraw retroactively.
Note: To ensure rapid handling of your request for withdrawal, we recommend that you call the VIN office at 1-800-700-INFO.
Debbie Friedler
Coordinator
Continual Education Division
Veterinary Information Network
CEonVIN@vin.com
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