RACE and CVPM Credit Approved

Course meets the requirements for 1 RACE hours of continuing education credit for veterinary technicians and veterinarians in jurisdictions which recognize AAVSB's 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.

This course is applicable for 1 CE credits toward the continuing education requirement for the Certified Veterinary Practice Manager program offered by the Veterinary Hospital Managers Association (VHMA).

RACE Subject Category: Non-Medical; Delivery Method: Non-interactive Distance; Program Number 830008.


Content Presenter

Eran Magen, Ph.D.


Participant Feedback

When asked what aspects of the course liked best some responses were:

...I enjoyed the flow of conversation and found it relatable.

...I enjoyed the examples of actual conversation dialogue between you and a client.

...It was great that the presentor gave specific examples of how a conversation should be de-escaladed.

...It was very informative, on how to help with clients that are having a difficult visit/pet expereince.


Course Focus and Learning Objectives

Beyond De-Escalation - Connecting with Calmness utilizes the archive of a live presentation under the same name.

Talking with upset clients and stressed colleagues can feel like tiptoeing through a minefield. This presentation will help you learn how to be more effective and more relaxed when speaking with clients and colleagues who are experiencing strong emotions such as stress, frustration, anxiety, or anger. It reviews a theoretical framework for building trust and establishing rapport, and practice techniques to help others release their "emotional charge" to the point of being able to collaborate with you on solving the problem at hand, while strengthening your relationship.

After completion of this course, the student should be able to:

  • discuss techniques that will help build a strong therapeutic alliance with clients
  • describe the steps for reducing emotional charge
  • explain the technique of paraphrasing in emotionally charged interactions
  • outline how to incorporate power-equating techniques to improve the effectiveness of advice-giving


Open Enrollment with Immediate Access and Individual Scheduling

This is an open enrollment course. Participants may enroll at any time. Upon submission of enrollment the participant is immediately added to the course. The course welcome email provides login and other important information.

This is an asynchronous course, meaning it does not contain real time components. Participants do not need to be logged into the course at specific times to attend lectures or view presentations. Participants do not need to complete the course in one sitting.

Completion Deadline:

Participants have 60 days from date of enrollment to view the presentation, as often as desired, as well as submit the two completion requirements outlined below. If after 60 days the completion requirements have not been submitted, the participant will be graded out of the course as incomplete.


Completion Requirements

The completion requirements for this course are:

  • complete the examination with a score of 80% or better - multiple attempts are permitted
  • submit the course survey

Upon submission of the final completion requirement, the participant will automatically be marked as completed and the course completion email will be sent out. The participant will have immediate access to the certificate.


Course Fee

Price: $25.00 USD

Please use this link to view the Withdrawal Policy for this course.