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STAF119-1007 : Communication and Conflict Resolution Module 1 : Communication and Organizational Development
Heather Howell, LVT, MBA
October 22-November 18, 2007
Real Time Sessions: Thursday evenings, October 25, November 1 and 8; 9:30pm-11:00pm ET (USA)
COURSE DESCRIPTION: Interpersonal communication and conflict resolution are essential tools in any business. This course intends to teach office managers, practice managers, veterinarians, and all support staff more effective communication and conflict resolution techniques. The intent is to impart knowledge and techniques that can be utilized with clients as well as coworkers when conflict occurs.
Module 1 consists of three (3) real time interactive sessions of ninety minutes (90) each covering discussion of situations; homework reinforcing the handouts and real time sessions; interactive message boards to discuss the real time sessions and homework; and an online final exam. In addition multiple choice homework quizzes will be given online each week; the goal of the homework is to test the participant's knowledge of the material covered discussed in each session and presented in the handouts.
All members of the veterinary support staff may join the course and its discussions; however, this course is focused toward practice managers, office managers, supervisors and veterinarians. Module 1 may be taken without enrolling in Module 2 and 3; however there is a discount if participants enroll in all modules before the close of enrollment of the first module.
Upon completion of this course, the participant should be able to understand
TEXTBOOKS: There are no required texts for this course.
TEXTBOOKS: There are no required texts for this course. The instructor has supplied a list of reference material used to formulate this course below, which are available from http://www.barnesandnoble.com:
Weeks 1 and 2: Communication
Content: These sessions will cover the basic knowledge of how we communicate with others. We will discuss methods of more effective listening and communicating. Social perception, elements of communication (transition events, turn taking, topic changing, termination, elicited meaning, interdependent behavior, choice and change), and listening will be covered. An awareness of ineffective communication styles and how to change them will also be gained.
Week 3: Organizational Development
Content: This session will cover organizational development and behavior. Normal patterns of development will be covered to gain an understanding of the stages organizations go through during growth. How organizational structure and workplace culture support communication will also be discussed. This session will discuss leadership and mentoring others in communication styles.
LIBRARY MATERIALS: Library materials will be made available prior to the topic week so participants will have plenty of time to prepare for the real time sessions and discussion.
MESSAGE BOARD DISCUSSIONS: Message board discussions regarding the topic presented will begin on the day the course opens and continue for one week following the last real time session. These discussions will be held in the VSPN CE course area.
CE HOURS: 4.5
$83 ($75.00 early bird special if registered before October 8, 2007).
*If registering for Module 1, 2, & 3: $213.00 if registered before October 25, 2007. This price includes a 15% discount off the regular registration price of all three modules.
* Students currently enrolled in and taking at least 2 classes or 5 units at an AVMA accredited or CAAHT approved Veterinary Technician Program may be eligible to receive a 50% discount off the regular rate for this course (upon verification of student status). You must include the following information in the comments section of the CE enrollment form in order to be eligible for this discount: your program director's name and contact information (email/phone) and school name.
** NOTE: Registration will be closed when the maximum number of participants is reached or at 5pm ET the day of the first real time session.
Nanette R. Walker Smith, M.Ed., RVT, CVT, LVT
VSPN Content Director & CE Coordinator
1-800-846-0028 or 1-530-297-4950, ext 187
777 West Covell Blvd, Davis, CA 95616
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