STAF124-1014: Communication & Conflict Management Module 2: Conflict Management, Resolution, & Mentoring
The lectures for this course will be presented in a predominantly audio format.
Please come prepared to listen.
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Instructor(s): Heather Howell, LVT, RVT, MBA
October 27-November 28, 2014
Real Time Sessions (RTS):
Mondays, November 3, 10 and 17, 2014; 9:30pm-11:00pm ET (USA)
Course RTS Times in Your Area:
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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 instructors 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:
course is open to all veterinary staff with the focus of enabling team members to more effectively communicated and resolve conflicts. All three modules are recommended, but not required for participation or completion for each individual module.
VSPN CE Course: This course was RACE approved for veterinary technicians and veterinarians and is approved by VHMA for CVPM credits. (RACE #22-10754; VHMA #08-21)
The Veterinary Information Network (VIN) is RACE Provider #22.
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.
This course consists of three (3) ninety (90) minute Real Time Sessions, supplemental library materials,
interactive message board discussions, a mandatory end-of-course test, and may include online multiple
choice quizzes (after each Real Time Session).
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.
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.
Course materials will be available
in the course library prior to each Real Time Session.
There is no required textbook for this course.
About the Instructors:
Heather Howell 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, and instructor. Heather has been a speaker both online and onsite for practice management and for basic veterinary assisting and veterinary technology courses for 15 years. As a practice management consultant her primary focus has been with communication of the team as well as intra- and interpersonal relations.
(Real Time Session November 3):
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.
(Real Time Session November 10):
Conflicts Within the Hospital
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 November 17):
Creating a Positive Workplace and Mentoring Conflict Resolution
CE Credits: 4.5
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.
$90 ($81 early bird special if enrolled by October 13, 2014)
* Enroll in all three Modules by October 6, 2014 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).
*To ensure participants are ready and prepared for classes,
enrollment will close at 5 pm ET November 3, 2014,
or when the maximum number of participants is reached.
*For more information on how online CE works, see the
Participant Resource Center
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- 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 1-800-700-INFO (4636) or email
Please include the course title, your full name, and contact information in your correspondence.
*Note: "This course is approved for 4.5 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/VIN 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 is VHMA approved for continual education units toward CVPM CE credit 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 VIN/VSPN office 1-800-700-INFO (4636)
to discuss eligibility for a pro-rated refund.
* Note: To ensure rapid handling of your request for withdrawal, we recommend that you
call the VIN/VSPN office at 1-800-700-INFO (4636).
*For more information on VSPN's upcoming CE courses, check the
VSPN Course Catalog
The CE team:
Charlotte Waack, RVT, CVT
VSPN CE Coordinator
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: 01452226154
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.