Course Overview

Patient care and client satisfaction doesn’t just “happen.” Well managed practices realize that in order to provide consistent delivery of excellent client and patient care, their team members must have the tools needed to reach their full potential.

Too often practices focus their attention on medical equipment and supplies, believing that having the latest medical devices and items will be all that is needed for excellent patient care. However, it is the practice team that is the greatest asset. Without excellent training, the practice team will not have all the tools and cannot provide the level of care envisioned. The time and resources invested into a solid team training program is one of the best financial decisions a practice can make.

Team training is not limited to veterinarians and credentialed technicians, nor should it be used only to meet the minimum requirements for licensing renewal. Each member of the practice is vital. A strong medical team in "the back" is less effective and sees less patients if the team "in the front" struggles to perform their tasks due to a lack of training.

It is crucial that the practice addresses the special training needs of a new team member and sets up an effective new hire training protocol. Practices often spend a very short time orienting the new hire and then it is "trial by fire." Leaving the new hire to stumble about trying to figure things out on his/her own actually costs the practice more than investing time and effort, and training the new team member.

The effect of a solid team training program cannot be overstated. Well trained team members are more satisfied, thus increasing employee retention and decreasing turnover costs. It is vital for every practice to understand the impact turnover has on the level of care provided to patients. Money spent on turnover decreases the funds available to update equipment or expand the practice. It is essential to develop and hone a team training program within the practice.

Developing or improving a team training program may seem a very large task, but like most other components of practice management, it starts with an overall understanding of the need for, and factors involved in, a great program. With this solid foundation, training protocols for every position in the practice can be developed.

Training For High Performance Teams, a 3-week course, is an great first step and will help provide the tools and guidance to continue the progress and create an environment that will help the practice realize its vision.


Continuing Education Credits

This course is applicable for 10 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.

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


Course Content

Training For High Performance Teams is a 3-week course that discusses the basic elements and components of employee training. It provides examples for implementing training in the practice as well as a multitude of practice tips and training examples. In addition, this course addresses the special training needs of the new team member and how to set up a new hire training protocol.


Course Focus and Learning Objectives

Training for High Performance Teams is an entry level course designed for practice team members who have little or no training background/experience. Practice owners, practice managers and associate veterinarians are the primary focus, but this course is valuable for anyone who is involved in building a great practice team

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

  • Discuss the benefits of a good employee training program
  • Apply the 5Ws and 2Hs as they relate to employee training programs
  • Identify who will do employee training and analyse the skills necessary for this position
  • Identify the training needs of each team member
  • Identify intrinsic and extrinsic practice resources that can be utilized for training
  • Relate the components of phase training for team members
  • Develop a new employee training protocol


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

  • Instructor Graded Interactive Case Study Assignments: Designed to help the participant apply the newly learned skills and knowledge though patient and practice based scenarios

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

  • Course survey


Participant Feedback

...I enjoyed the new employee training chapter the most. I also enjoyed surveying my team at work to find out how they view their job responsibilities and what they would like to learn.

...The assignments were most beneficial. The ones involving my team members were quite interesting to complete.

...The reading materials were great - very pertinent and well written, easy to read.

...Several of the assignments created documents that can be used in the future for a hospital.

...This course was perfect for my introduction into a new hospital. We are creating a brand new training program from the ground up and this course was a useful tool to get me started. Thank you!

...This course made me think outside the box a little. It helped me to look at some of the details we are currently missing in our training program.

...This course was perfect for my introduction into a new hospital. We are creating a brand new training program from the ground up and this course was a useful tool to get me started.

...I liked designing the training plan; this is something I need to do and have felt overwhelmed and daunted by the task, but feel better equipped now. I feel ready for the task of designing our phase training . I also like the idea of assigning a training coordinator to help with our training.

...The course reading material was not as beneficial as the assignments. I really enjoyed the planning out my next 6 months worth of staff meetings. This is a task I've been dreaming about doing, and now I was forced to! Honestly, I think I enjoyed every assignment and found them all beneficial.

...I enjoyed the new employee training chapter the most. I also enjoyed surveying my team at work to find out how they view their job responsibilities and what they would like to learn.


Course Instructor

Laura Conn, CVT, CVPMLaura Conn, CVT, CVPM

Laura grew up in Cheyenne, WY and started her career in veterinary medicine in 1988. She began her journey as a volunteer in a small animal and wildlife practice. Over the next 25 years, she held every position in a veterinary clinic, including receptionist, technician, and practice manager.

Laura attended Bel-Rea Institute of Animal Technology and received her degree as a Certified Veterinary Technician. In 2012, after completing a practice management program through St. Petersburg University, she earned the designation as a Certified Veterinary Practice Manager. Laura is currently working as a technician/practice manager for a mobile veterinary clinic.

In 2012, Laura started the Veterinary Technician Association of Cheyenne to encourage local technicians to share their knowledge and obtain further continuing education hours. Laura is a member of the Colorado Association of Certified Technicians, Veterinary Hospital Managers Association, and the Veterinary Technician Association of Cheyenne. She is married and has three daughters. Laura and her family are entertained by the daily antics of their labs Charlie and Le Doux.



Price: $79.00

This course is eligible for the 10% Multi-course discount. To learn more about the discount please visit the Multi-Course Discount page.