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STAF124-0211: Communication and Conflict Management Module 2: Conflict Management, Conflict Resolution and Mentoring
INSTRUCTOR(S): Heather Howell, RVT, LVT, MBA
COURSE OPEN: February 2-March 5, 2011
REAL TIME SESSIONS: Wednesdays, February 9, 16, and 23, 2011; 9:30pm-11:00pm ET (USA)
Course RTS Times in Your Area: World Clock Converter
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 RTS. Times and dates will be listed in your course confirmation email. Expect to spend up to 1 hour at one of the 2-4 practice sessions held prior to the first RTS.
Level and Prerequisites: 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 2 may be taken without enrolling in Module 1 and/or 3; however there is a discount if participants enroll in all modules before the close of enrollment of the first module
VSPN CE course: open to all VIN members and VSPN members. This course has been submitted for RACE approval for veterinary technicians and veterinarians and is VHMA approved for CVPM credits.
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. The overall goal of all three modules of this series is for the participant to become a more knowledgeable and confident communicator.
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.
Upon completion of this course, the participant should be able to
About the Instructor: Heather Howell has been a speaker both online and onsite for practice management and for basic veterinary assisting and veterinary technology courses for almost 10 years. As a practice management consultant her primary focus has been with communication of the team as well as intra- and interpersonal relations.
Week 1 (Real Time Session February 9): 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 (Real Time Session February 16): 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 (Real Time Session February 23): 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.
CE HOURS: 4.5
Tuition: $90 ($81 early bird special if enrolled by January 19, 2011).
*Enroll in all three Modules by January 5, 2011 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.
** To ensure participants are ready and prepared for classes, enrollment will close when the maximum number of participants is reached or at 5pm ET the day of the first Real Time Session unless otherwise noted. If the first Real Time Session is on a weekend, course will close on the Friday before the first Real Time Session.
**For more on how online CE works see the VSPN Participant's Resource Center
Nanette R. Walker Smith, M.Ed., RVT, CVT, LVT
VSPN Content Director & VSPN CE Director
VSPN CE Services: VSPNCE@vspn.org
1-800-846-0028 or 1-530-756-4881 or direct line to VIN/VSPN from the United Kingdom: 01452226154
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
Mary Mould (Mary@vspn.org); ext 159
Nanette Walker Smith (Nanette@vspn.org); ext 187
777 West Covell Blvd, Davis, CA 95616
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