STAF124-0309 : Communication and Conflict Management Module 2: Conflict Management, Conflict Resolution and Mentoring Others to Manage Conflict

INSTRUCTOR:
Heather Howell, LVT, MBA

DATES:
March 9-April 5, 2009
Real Time Sessions: Thursday evenings, March 12, 19, and 26, 2009; 9:30pm-11:00pm ET (USA)

COURSE DESCRIPTION:
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

• recognize the types and causes of conflict.
• modify conflict by determining your desire outcome.
• differentiate conflict with clients and within the hospital.
• infer communication skills that augment conflict resolution.

Overall Goal: Become a more knowledgeable and confident communicator during conflict.

TEXTBOOKS: There are no required texts for this course. A list of reference texts will be available in the course area library

COURSE OUTLINE:

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

TUITION:
$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:

• Minimal computer requirements for participating in VSPN and VPSNCE
  

• How To's of Online CE

• Polices & Procedures

TO REGISTER:

1. Each person must individually be a registered member of VSPN (www.vspn.org). Membership in VSPN is free.
2. To enroll in any VSPN CE course click on the ENROLL NOW link below the course title on the right side of the page at www.vspn.org/CE
3. Each enrollee must be able to receive emails from @vspn.org and @vin.com addresses. This is our major form of communication with participants. It is highly recommended that course participants use their own, personal emails rather than clinic/hospital email addresses.
4. VIN Member veterinarians SHOULD NOT register for their staff. Please have the staff member register through VSPN. Please email VSPNCE@vspn.org if you have questions.
5. VIN Member veterinarians ARE ELIGIBLE to take this course, we are requesting RACE accreditation for both veterinarians and veterinary technicians. **Please access the course enrollment through www.vspn.org/CE.

Note: "This course has been approved for continuing education credits in jurisdictions which recognize AAVSB RACE approval; however participants should be aware that some boards have limitations on the number of hours accepted in certain categories and/or restrictions on certain methods of delivery of continuing education. Call VSPN CE at 1-800-700-4636 for further information." (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.

---

COURSE WITHDRAWAL AND REFUND POLICY: Withdrawal prior to the listed start date of a course entitles the registrant to a complete refund or a credit toward a future VSPN or VIN CE course, whichever is preferred. Withdrawal within 1 week after the listed start date (i.e. including no more than one real-time session) entitles the registrant to a credit toward any future VIN CE course. (Does not apply to courses with only one real-time session.) After the first real-time session, a registrant may withdraw due to special circumstances and receive prorated credit towards a future VIN course. These requests will be handled on an individual basis. The amount of the prorated credit will be determined based on 65% of the time remaining in the course at the time of withdrawal. It is not possible to withdraw retroactively.
Note: To ensure rapid handling of your request for withdrawal, we recommend that you call the VIN office at 1-800-700-INFO (4636).

---

** For More Information on VSPN's upcoming CE Courses, check out http://www.VSPN.org/CE

Nanette R. Walker Smith, M.Ed., RVT, CVT, LVT
VSPN Content Director & CE Coordinator
VSPNCE@vspn.org
1-800-846-0028 or 1-530-297-4950, ext 187

Charlotte Waack (Charlotte@vspn.org), ext 193
Chris Upchurch (Chris@vspn.org); ext 197
VSPN CE Services
1-800-846-0028 or 1-530-297-4950

[ CE MAIN | COURSE CATALOG | RACE/GETTING CREDITS | ONLINE CE HOW TO | SUGGEST A COURSE | VIN MAIN ]

---

800.700.4636  |  CEonVIN@vin.com  |  530.756.4881  |  Fax: 530.756.6035 777 West Covell Blvd, Davis, CA 95616 Copyright 2000, Veterinary Information Network, Inc.