STAF134-0119: Empathy and Reflective Listening
Audio only - Webinar:
The lectures for this course will be presented in an audio format using a Zoomtm platform..
» Enroll Now
Instructor: Heather Howell, RVT, LVT, MBA
January 8, 2019- February 1, 2019
Real Time Sessions (RTS):
Tuesdays January 15 and 22, 2019 9:30-11PM 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:
course is designed to teach participants communication skills, allowing them to be intentional and effective during challenging or emotional communications. Participants will learn to use empathy and reflective listening skills during challenges, creating communication that meets both parties' needs.
VSPN CE Course:
Open to all members on the veterinary team.
This course has been RACE approved for veterinarians and veterinary technicians/technologists. (22-34932)
This course is approved by VHMA for CVPM credits. (VHMA program #10-01)
Do you feel stuck in your communication patterns when dealing with challenging conversations or conflicts? Do you ever feel as if youíve had the same conversation with your spouse/parent/child/boss/client/coworker over and over, but nothing ever changes? These communication tools - empathy and reflective listening - could be just what you are looking for to change the outcome of your interactions. Participants will learn the difference between empathy and other communication tools such as sympathy, solving, consoling, or questioning. Empathy is a valuable communication tool for diffusing challenging interactions, particularly when the other person is very emotional or upset. Reflective listening tips are an essential tool for clarifying otherís needs and diffusing emotional communications. Participants will learn about these techniques and have the opportunity to practice during real time sessions. This course will teach important communication tools for the workplace as well as everyday life.
(Real Time Session January 15):
Evaluating Your Communication Choices
Nonviolent Communication-A Language of Compassion: Chapters 2, 3, 4 and 5
Upon completion of this session, the participant should be able to
- Consider your own communication style in times of stress or conflict.
- Learn about empathy, what it is as well as what it is not.
- Discuss when empathy and reflective listening are most effective.
- Discover how to recognize your choices in response to others.
- Learn how to clarify what you are observing, feeling, and needing.
- Learn how to recognize when you are making judgments and applying labels, which hamper communication.
- Learn to listen for the other personís needs and requests.
Week 2 (Real Time Session January 22):
Using Empathy and Reflective Listening as the Listener and the Speaker
Recommended reading: Nonviolent Communication-A Language of Compassion: Chapters 6,7,8 and 10
Objectives: Upon completion of this session, the participant should be able to
Successful completion (scoring 80% or better) on the end-of-course test is required
to earn a certificate of completion for the course.
- Practice using empathy and reflective listening as the listener and as the speaker.
- Look at what stops you from using these tools.
- Consider conversations where these tools are most effective and learn how they shift the speakerís mindset.
- Learn how to recognize your feelings, state your needs, and make specific requests.
- Discuss receiving otherís words as an opportunity.
- Explore finding a way to express our own needs that doesnít provoke defensiveness in others.
*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.
Course materials will be available
in the course library prior to each Real Time Session.
Rosenberg, M. (2015). Nonviolent Communication -A Language of Life
(3rd Ed.). Encitas, CA: Puddledancer Press. ISBN-13: 978-1892005281. (https://www.vin.com/Link.plx?ID=7658999)
About the Instructor:
Total CE Credit:
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 Bachelorís program at Tarleton State University.
$63 ($57 early bird special if enrolled by December 24, 2018)
All prices are listed in US dollars.
* 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 5pm ET on January 15, 2018,
or when the maximum number of participants is reached.
*For more information on how online CE works, see the
Participant Resource Center
» Enroll Now
- 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 800-846-0028 ext. 792 or email
Please include the course title, your full name, and contact information in your correspondence.
*Note: "This program (22-34932 ) has been approved by the AAVSB RACE
to offer a total of 3 CE Credits, with a maximum of 3 CE Credits being available to any
individual veterinarian or veterinary technician/technologist. Category Three: Non-Scientific-Practice Management/Professional Development using the delivery method of Interactive-Distance. This approval is valid in jurisdictions which recognize AAVSB RACE; however, participants are responsible for ascertaining each board's CE requirements. RACE does not "accredit" or "endorse" or "certify" any program or person, nor does RACE approval validate the content of the program."
This course has been approved for continual education units toward CVPM requirements through VHMA.
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 VSPN office 800-846-0028 ext. 792
to discuss eligibility for a pro-rated refund.
* Note: To ensure rapid handling of your request for withdrawal, we recommend that you
call the VSPN office at 800-846-0028 ext. 792.
*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: VSPNCE@vspn.org
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
800.700.4636 | CEonVIN@vin.com | 530.756.4881 | Fax: 530.756.6035|
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