VSPN STAF123-0919: Communication & Conflict Management Module 2: Conflict Management, Resolution, & Mentoring

The lectures for this course will be presented in an audio format using a webinar platform.

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Instructor: Heather Howell, RVT, LVT, MBA
Course Open: September 24, 2019-October 25, 2019
Real Time Sessions (RTS): Tuesdays,October 1, 8, and 15, 2019; 9:00-10:30pm ET (USA)
Course RTS Times in Your Area: World Clock Converter

To prepare for your online experience, review the VIN-VSPN CE informational video prior to the course open date.

Level and Prerequisites: This intermediate 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 all veterinary staff. “This program has been approved for 4.5 hours of continuing education credit in jurisdictions which recognize RACE approval. (22-37435) “ This course is approved by VHMA for CVPM credit. (VHMA program # 08-20)

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. 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 go into detail about managing and resolving conflict. We will discuss conflict with clients and conflicts within the hospital. We will also explore mentoring others to manage conflict. This module will discuss communication skills which are effective for managing conflict.

Week 1 (Real Time Session October 1): Client Conflicts
Objectives: Upon completion of this session, the participant should be able to:
  • Assess types and causes of client conflicts.
  • Analyze and manage challenging client behaviors.
  • Discuss preventing future client conflicts.
  • Consider how we view conflict.
  • Implement a process for conflict management.
Week 2 (Real Time Session October 8): Conflicts within the Hospital
Objectives: Upon completion of this session, the participant should be able to:
  • Discuss handling conflict as an opportunity in the hospital environment.
  • Illustrate effective communications techniques.
  • Analyze challenging co-worker behaviors.
  • Use two methodologies when managing conflict.
Week 3 (Real Time Session October 15): Creating a Positive Workplace and Mentoring Conflict Resolution
Objectives: Upon completion of this session, the participant should be able to:
  • Outline how to create a positive workplace environment.
  • Discuss managing conflict in the hospital and techniques for conversations regarding conflict.
  • Learn to mentor others to reduce and resolve conflict.
Successful completion (scoring 80% or better) on the end-of-course test is required to earn a certificate of completion for the course. 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: Member $95($86 early bird special if enrolled by September 10, 2019)
* Enroll in all three modules by September 3, 2019 and receive a 15% discount off the original course price. Prices are listed in US dollars.

*To ensure participants are ready and prepared for classes, enrollment will close on October 1, 2019, at 5 pm ET (USA) or when the maximum number of participants is reached.

*For more information on how online CE works, see the Participant Resource Center.

To Enroll:
  1. 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.
  2. 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.
  3. 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.
  4. For further assistance call 800-846-0028 ext. 792 or email . Please include the course title, your full name, and contact information in your correspondence.
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*Note: "This program has been approved for 4.5 hours of continuing education credit in jurisdictions which recognize RACE approval. (22-37435)" ; This course has been approved for continual education units toward CVPM requirements through VHMA (08-20).

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 VIN office 800-846-0028 ext. 792 to discuss eligibility for a pro-rated refund.

*For more information on VSPN's upcoming CE courses, check the VSPN Course Catalog.

Lisa Kernaghan, LVT, RVT, CVT, VTS (ECC)
VSPN CE Coordinator

VSPN CE Services:
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