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STAF124-0309 : Communication and Conflict Management Module 2: Conflict Management, Conflict Resolution and Mentoring Others to Manage Conflict
Heather Howell, LVT, MBA
March 9-April 5, 2009
Real Time Sessions: Thursday evenings, March 12, 19, and 26, 2009; 9:30pm-11:00pm ET (USA)
Conflict management skills are essential 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. As a continuation of Module 1, we will incorporate how your communication skills relate to conflict with others.
Module 2 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 3 may be taken without having taken Module 1 or 2.
Upon completion of this course, the participant should be able to
TEXTBOOKS: There are no required texts for this course. A list of reference texts will be available in the course area library
Week 1: Client Conflicts
Content: This lecture will cover techniques to assess types and causes of client conflicts. We will also discuss handling various challenging client behaviors. Steps to analyzing and managing client conflict will be presented. Determining your desired outcome and managing conflict accordingly will be presented. This session will also discuss learning from conflict and preventing future client conflicts.
Week 2: Conflicts Within the Hospital
Content: This session will discuss handling conflict as an opportunity in the hospital environment. Managing conflicts when they occur will be presented. Communication techniques such as completing the past, apologies, making a request will be discussed. We will also discuss dealing with different types of coworker behavior.
Week 3: Creating a Positive Workplace and Mentoring Conflict Resolution
Content: This lecture will discuss how you can create a positive workplace environment. We will discuss managing conflict within the hospital and techniques for having a conversation regarding conflict. Your personal communication style and how it relates to conflict will be covered as well. Role playing and training techniques will be discussed. We will also cover mentoring others to reduce and resolve conflict.
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
$90 ($81.00 early bird special if registered before February 23, 2009).
*Enroll in all three Modules before January 29, 2009 and receive a 15% discount off the regular course price.
*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.
For More Information on how our online CE courses work please read the following:
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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