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STAF119-1006 : Communication and Conflict Resolution Module 1 - Conflict Resolution and Communication
Heather Howell, LVT, MBA
October 5-November 2, 2006
Real Time Sessions: Monday evenings, October 9, 16, and 23; 9:30 PM to 11:00 PM ET
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; however there is a discount if participants enroll in both modules before the close of enrollment of the first module.
Upon completion of STAF119-1006: Communication and Conflict Resolution Module 1, the participant should be able to:
TEXTBOOKS: There are no required texts for this course; however, the instructor has supplied a list of suggested references below:
Week 1 - Communication:
Content: This session will cover the basic knowledge of how we communicate with others. We will discuss methods of more effective listening and communicating. Some aspects of organizational behavior will be discussed. Social perception, elements of communication, listening and organization communication will be covered.
Week 2 - Conflict with Clients or Coworkers
Content: This session will cover types of conflicts with clients - how they arise and how to prevent them. We will also cover how to manage the conflicts when they do arise - determining your desired outcome and how to reach it. This session will go on to discuss conflicts within the hospital staff. We will cover how to avoid these conflicts using improved communication. We will also discuss how to manage these conflicts when they cannot be avoided. Some discussion will be given to clients or coworkers that are belligerent or dangerous and how to manage communication in those situations.
Week 3 - Conflict with Coworkers and Mentoring Others to Resolve Conflict
Content: This session will continue our discussion of managing conflict within the hospital. We will expand this to mentoring others to reduce and resolve conflict in your practice. Training and role playing techniques will be discussed. We will also introduce ideas for creating a positive work place environment.
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
$79.00 ($71.00 early bird special if registered before September 21, 2006).
If registering for Module 1 & 2: $134 early bird special if registered by October 9, 2006, this price includes a 15% discount for registration in BOTH 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 reduced rate for this course (upon verification of student status)
* VT students: 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 directors 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 VSPN's upcoming CE Courses, check out http://www.VSPN.org/CE
Note: "This program was submitted (but not yet approved) to the AAVSB's RACE program for continuing education. Please contact the AAVSB's RACE program at firstname.lastname@example.org should you have any comments/suggestions regarding this program's validity or relevance to the veterinary profession." (Attendees are encouraged to check with their licensing jurisdiction(s) for information regarding recognition by their board.) This course has also been submitted for approval for continual education units toward CVPM requirements by the VHMA.
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