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This 2-week 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, our staff, 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.
This course 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. |
Upon completion of the course, the student will be able to:
- • Recognize the elements of communication
- Indentify 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
- Faciliate 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
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...Overview of different communication styles and the examples of ineffective and effective communication and conflict resolution. These will be invaluable for training my staff.
...learning about the different communication styles and listening styles will benefit our practice improve our communication.
...I appreciated the tips on alternative language and learned to avoid you statements.
...The content of and examples for the different styles of speaking and listening, as well as conflict resolution were the aspects I liked the best and found most beneficial.
...I found the conflict resolution section to be the most beneificial and most applicable part of this course. I have found that recognizing the types of communication is helpful in understanding and resolving conflicts in my animal hospital
... I thought the entire course was beneficial to myself and I am excited to share what I have learned with my team. I am happy that I can now identify the types of communication.
...I enjoyed the lectures and the application in the assignments.
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VetMedTeam courses are asynchronous - they do not contain real time components. Students log in while a course is in session at times convenient to personal schedules.
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. |
- Completion of all discussion and homework assignments
- Grade of 80% or better on any examinations
- Submission of the course survey
The assignments in this course are designed to be practical and effective and utilize the veterinary prarctice environment. |
This course 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 prarctice environment. |
This course is applicable for 5.00 CE credits toward the continuing education requirement for the Certified Veterinary Practice Manager program offered by the Veterinary Hospital Managers Association (VHMA). |
Participants may enroll in this course after it has begun, up to the enrollment deadline date. Participants who enroll after the start date do not miss out on any components of the course.
There are no real time sessions.
The design of this course allows each participant to proceed based on individual schedule, as long as all assignments are submitted by the assignment submission deadline |
 Susie 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. |
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