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STAF122-1007 : Personalities
Maryellen Ferring, BS, MS, CHA, CE
October 10-November 2, 2007
Real Time Sessions: Tuesday evenings, October 16 and 23, 2007; 9:00pm-10:30pm pm ET (USA)
During the course we'll study personalities; how to recognize the four styles and their communication preferences. By understanding personalities, veterinary staff can adapt communication style to connect with clients and colleagues to improve relationships. You'll learn about how personalities affect your practice and how to include this information in hiring, managing and coaching your staff. Improved relationships between staff and clients will results in a better practice.
Maryellen Ferring is a certified hotel educator and hospitality administrator. She has worked in the customer service industry for over 20 years. She expanded her customer service workshops to veterinary practices a few years ago filling a niche where few customer service courses exist.
This course is open to all VSPNers but particularly to office managers, head receptionists, and customer service staff that deal with clients and/or run the front desk or discharge patients. Anyone who hires, trains, coaches or supervises staff will learn valuable information to use everyday in their interactions with employees and clients.
Upon completion of this course, the participant should be able to
Week 1: Understanding the color code
During this session we'll study four basic personality styles as defined by the color and understand the difference between the colors.
Week 2: Adjusting to others
We'll build on personality styles and communication and then practice using adapting our color to others to strengthen relationships with clients and colleagues. By connecting with clients our client satisfaction will improve, the working environment will be better and people will understand each other.
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: 3
$56 ($50.00 early bird special if registered before September 26, 2007).
* 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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