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STAF134-0110 : Empathy and Reflective Listening
Heather Howell, RVT, LVT, MBA
January 27- February 19, 2010
Real Time Sessions: Tuesday afternoons, February 2 and 9, 2010; 3pm-4:30pm ET (USA)
Do you feel stuck in your communication patterns when dealing with challenging conversations or conflicts? Do you ever feel as if you've had the same conversation with your spouse/parent/child/boss/client/coworker over and over, but nothing ever changes? These communication tools - empathy and reflective listening - could be just what you are looking for to change the outcome of your interactions. Participants will learn the difference between empathy and other communication tools such as sympathy, solving, consoling, or questioning. Empathy is a valuable communication tool for diffusing challenging interactions, particularly when the other person is very emotional or upset. Reflective listening tips are an essential tool for clarifying other's needs and diffusing emotional communications. Participants will learn about these techniques and have the opportunity to practice during real time sessions. This course is for everyone in the veterinary facility. If you communicate with others in your life, this course is for you.
This course consists of two (2) ninety minute real time sessions; library materials supplementing the chapters in the required text; interactive message board discussions; and multiple choice quizzes (after each real time session) designed to enhance course effectiveness and material retention. Heather Howell, RVT, LVT, MBA has taught numerous courses online for VSPN and has developed this course to help you better communicate with your peers and co-workers in- and outside the office. This course covers those essential skills needed to evaluate your communications and become more effective in your interactions.
Upon completion of this course, the participant should be able to
TEXTBOOKS: There is one required text for this course; the instructor will include a list of recommended texts in the course library.
Week 1: Evaluating Your Communication Choices
Required reading: Nonviolent Communication-A Language of Compassion: Chapters 2, 3, 4 and 5
Content: This week we will consider your own communication style in times of stress or conflict. You will have the opportunity to learn about empathy and what it is not. We will discuss when empathy and reflective listening are most effective. You will also discover how to recognize your choices in response to others. You will learn how to clarify what you are observing, feeling, and needing. You will be taught how to recognize when you are making judgments and applying labels, which hamper communication. You will learn to listen for the other person's needs and requests.
Required reading: Nonviolent Communication-A Language of Compassion: Chapters 6, 7, 8 and 10
Content: During class this week, you will practice using empathy and reflective listening as the listener and as the speaker. We will look at what stops you from using these tools. We will consider conversations where these tools are most effective and learn how they shift the speaker's mindset. We will learn how to recognize your feelings, state your needs, and make specific requests. We will discuss receiving other's words as an opportunity. We will also explore finding a way to express our own needs that doesn't provoke defensiveness in others.
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
$60 ($54.00 early bird special if registered before January 13, 2010).
*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 on how online CE works see the VSPN Participant's Resource Center
VSPN CE Services: VSPNCE@vspn.org
1-800-846-0028 or 1-530-756-4881
Charlotte Waack (Charlotte@vspn.org); ext 193
Chris Upchurch (Chris@vspn.org); ext 197
Darci Palmer (Darci@vspn.org); ext 179
Debbie Bess (DBess@vspn.org); ext 178
Nanette Walker Smith (Nanette@vspn.org); ext 187
777 West Covell Blvd, Davis, CA 95616
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