Course Overview

This course is a must for every member of the practice team - from kennel assistants to veterinarians to receptionists. Regardless of position, every team member can improve how they communicate with others, especially when things are not going well.

All of our relationships are based on communication. The relationships with our clients, fellow team members, our bosses, our families, everyone! Communication is more than just talking. Communication, more importantly, involves listening, understanding and appreciating the other person we are talking to. Our state of mind, our tone, our body language, our previous experiences, our schedule, etc., can all have a major impact on the effectiveness of our communication.

Effective Communication for the Veterinary Team provides realistic examples of good and bad communication within a veterinary hospital and illustrates ways to communicate in a productive, not destructive, manner. The student will also be given ideas and a template for creating a communication code of conduct for the practice.

PLEASE NOTE: This course contains flash based Articulate presentations. iPhones and iPads are not natively flash compatible but if a flash compatible browser has been installed on the iPad the presentations will play correctly. This link Flash on iPads provides information on flash compatible browsers. The presentations may also be viewed on a Mac.


Continuing Education Credits

This course is applicable for 5 CE credits toward the continuing education requirement for the Certified Veterinary Practice Manager program offered by the Veterinary Hospital Managers Association (VHMA).


Participation Access Parameters

This course runs continuously. Participants may enroll at any time. There are no real time sessions.

The design of this course allows each student to proceed based on individual schedule, as long as all assignments are submitted by the assignment submission deadline. Participants may enroll in this course at any time.

Each student's personal 3-week session will begin upon enrollment.


Course Focus and Learning Objectives

Effective Communication for the Veterinary Team is appropriate for any member of the veterinary practice team who seeks to have an understanding of the topics covered. The assignments in this course are designed to be practical and effective, and utilize the veterinary practice environment.

Upon completion of the course, the student will be able to:

  • Recognize the elements of communication
  • Identify the four styles of communication as they pertain to speaking and writing
  • Describe the four styles of communication as they pertain to listening and reading
  • Facilitate proper methods of communicating
  • Recognize conflict in a timely manner
  • Obtain recommendations for dealing with conflict in a constructive manner
  • Communicate with upset clients effectively
  • Develop a code of conduct within your practice for effective communication


Participant Feedback

...I loved the examples of pets to explain the different communication styles. I loved that this course in communication was veterinary specific which is why I chose it out of other communication courses I could have taken online. I loved that it even included an example of what a vet should not post on FB!

...I am an LVT moving in the direction of practice management and really like the courses offered in communication. Understanding how different people communicate makes completely understanding them easier. The descriptions of different communication styles were very descriptive and easy to remember and use in clinic.

...I liked the format which was easy to follow and easy to understand. I liked the reinforcement of the assignments like the crossword puzzle and the listening survey or other people in your clinic.

...The most beneficial aspect of the course was the lesson and assignment on identifying listening styles. That helped me understand the different communication styles of our workers.

...Understanding what kind of a communicator I am will benefit me the most I think. I can definitely apply all aspects of what I have learned to my daily life at work and at home.

...I liked that this course covered specifics about communication styles and listening styles because these books did not touch on this much.

...The course content was presented in a very easy to follow and take notes from form.


Course Completion Requirements

Completed students are awarded a certificate of completion. Completion requirements include:

  • Instructor Graded Interactive Module Assignments: Designed to help the participant reinforce newly learned material

  • Examinations: All examinations must be submitted with a score of 80% or better

  • Course survey


Course Instructor

Susie Crockett, CVPMSusie Crockett, CVPM

Susie Crockett is a Certified Veterinary Practice Manager who has worked in the veterinary industry for the past 13 years. She is a member of the Veterinary Hospital Managers Association, American Animal Hospital Association, and the Veterinary Management Association of Indiana where she is the 2012 President.

Staff Development, Team Involvement, and Practice Cultures are her favorite parts of Veterinary Management. She has a Bachelor’s of Science Degree from Purdue University in Organizational Communication. She is currently the Practice Manager at Eagle Creek Animal Clinic in Indianapolis, Indiana.

When not working, she is busy keeping up with her very active children, Amaya and Drew.



Price: $89.00



VetMedTeam 2014