STAF122-0118: Communication & Conflict Management Module 1: Communication & Organizational Development
Audio only:
The lectures for this course will be presented in a predominantly audio format.
Please come prepared to listen.
» Enrollment is closed
Instructor: Heather Howell, LVT, RVT, MBA
Course Open: January 2, 2018-February 2, 2018
Real Time Sessions (RTS): Tuesdays, January 9, 16 and 23, 2018; 9:00-10:30pm ET (USA)
Course RTS Times in Your Area:
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Practice Sessions: In order to prepare you for a successful experience
in your CE course, we request you attend a Practice Session prior to the first
Real Time Session. Please arrive promptly at the start time; each Practice Session
is up to 1 hour in length.
For more information, please visit the
CE Practice Area.
*The instructor for this course will be using audio which will require you to have a headset or speakers to listen.
If you have any concerns regarding your computer's audio capabilities, please be sure to attend
one of the Practice Sessions.
Level and Prerequisites:
This
intermediate course will be open to course is open to all veterinary staff with the focus of enabling team members to more effectively communicate and resolve conflicts. All three modules are recommended, but not required, for participation or completion for each individual module
VSPN CE Course: Open to VIN and VSPN members.
This course has been RACE approved for veterinarians and veterinary technicians/technologists. (RACE program 22-26016)
This course is approved by VHMA for CVPM credit. (VHMA program # 08-19).
Course Description:
Interpersonal communication and conflict management 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. The overall goal of all three modules of this series is for the participant to become a more knowledgeable and confident communicator. This module will introduce communication techniques and information about elements and structure of conversation. Listening techniques will also be presented. Organizational development will be discussed in terms of how it affects communication and workplace culture. This module provides the building blocks for communication which will be used when discussing conflict management in Module 2.
Week 1 (Real Time Session January 9):
Communication
Objectives: Upon completion of this session, the participant should be able to
- Interpret and discuss communication methods and techniques
- Discuss methods of more effective communicating
- Examine the elements of communication
- Consider whether your communication has met your desired outcomes
Week 2 (Real Time Session January 16):
Communication (continued)
Objectives: Upon completion of this session, the participant should be able to
- Discuss methods of more effective listening
- Identify listening errors
- Demonstrate Reflective Listening
- Examine empathy and its role in communications
Week 3 (Real Time Session January 23):
Organizational Development
Objectives: Upon completion of this session, the participant should be able to
- Identify organizational behavior development and realize how it affects communication and teams
- Relate how organizational development and communication affects turnover
- Consider methods to facilitate communication between others
Successful completion (scoring 80% or better) on the end-of-course test is required
to earn a certificate of completion for the course.
*The lecture portion of this course will be an audio presentation, please be prepared to listen.
*To learn more about the requirements for earning a CE certificate, please refer to
Receiving Your CE Credit and Course Completion Certificate.
Course Materials: Course materials will be available
in the course library prior to each Real Time Session.
Required Textbook(s):
There is no required textbook for this course.
About the Instructor:
Heather Howell, RVT, LVT, MBA is a credentialed veterinary technician in CA and NV. She received her BS in Animal Science at UC Davis and her MBA at the University of Nevada, Reno. Since 1988, she has worked in all capacities of the veterinary hospital including hospital administrator, practice management consultant, speaker, and instructor. She is also an adjunct professor the Veterinary Technology Bachelor�s program at Tarleton State University.
Total CE Credit: 4.5
Tuition: $95 ($85 early bird special if enrolled by December 19, 2017)
Prices are listed in US dollars.
* 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).
* Enroll in all three modules by January 9, 2018 and receive a 15% discount off the original course price.
*To ensure participants are ready and prepared for classes,
enrollment will close at 5pm ET on January 9, 2018,
or when the maximum number of participants is reached.
*For more information on how online CE works, see the
Participant Resource Center.
To Enroll:
» Enrollment is closed
- Enrollment qualifications: VIN CE courses are open to
VIN member and non-member veterinarians. Veterinarians enrolling in a VSPN CE course
must be a VIN member. Veterinary support staff must be a VSPN member to enroll in a
VSPN CE or a VIN CE course open to VSPN member enrollment.
- Each enrollee must be able to receive emails from @vspn.org
and @vin.com addresses. Email is our major form of communication with participants;
personal emails are highly recommended rather than clinic/hospital email addresses.
- Each person is individually responsible for his/her own registration.
To ensure that all information received is secure and correct, please do not enroll
for a course on behalf of another individual.
- For further assistance call 800-846-0028 ext. 792 or email
VSPNCE@vspn.org.
Please include the course title, your full name, and contact information in your correspondence.
*Note:
"This program (RACE program number to be determined) has been submitted for approval by the AAVSB RACE
to offer a total of 4.5 CE Credits, with a maximum of 4.5 CE Credits being available to any
individual veterinarian or veterinary technician/technologist. This RACE approval is for the subject matter
categories of: Scientific, Non-Scientific-Practice Management/Professional Development using the delivery method
of Interactive-Distance: (Web-based, Teleconference or Audio-Conference).This approval is valid in jurisdictions
which recognize AAVSB RACE; however, participants are responsible for ascertaining each board�s CE requirements.�
Course withdrawal and refund policy: A complete refund of the paid course price will be
issued when your withdrawal request is received prior to the listed start date of the course.
If you wish to withdraw after the start date please contact the VSPN office 800-846-0028 ext. 792
to discuss eligibility for a pro-rated refund.
* Note: To ensure rapid handling of your request for withdrawal, we recommend that you
call the VSPN office at 800-846-0028 ext. 792.
*For more information on VSPN's upcoming CE courses, check the
VSPN Course Catalog.
Charlotte Waack, RVT, CVT
VSPN Director/VSPN CE Interim Director
VSPN CE Services: VSPNCE@vspn.org
800-846-0028 or 530-756-4881; ext. 792
or direct line to VIN/VSPN from the United Kingdom: 01 45 222 6154
or direct line to VIN/VSPN from Australia: 02 6145 2357
800.700.4636 | CEonVIN@vin.com | 530.756.4881 | Fax: 530.756.6035
777 West Covell Blvd, Davis, CA 95616
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