STAF122-0608 : Personalities

INSTRUCTOR:
Maryellen Ferring, BS, MS, CHA, CE

DATES:
June 3-June 26, 2008
Real Time Sessions: Monday evenings, June 9 and 16, 2008; 9:00pm-10:30pm pm ET (USA)

COURSE DESCRIPTION:
During the course we'll study personalities; how to recognize the four styles and their communication preferences. By understanding personalities, veterinary staff can adapt communication style to connect with clients and colleagues to improve relationships. You'll learn about how personalities affect your practice and how to include this information in hiring, managing and coaching your staff. Improved relationships between staff and clients will results in a better practice.

Maryellen Ferring has a master's degree in consumer affairs and is a certified hotel educator and hospitality administrator. She has worked in the customer service industry for over 20 years. She expanded her customer service workshops to veterinary practices a few years ago filling a niche where few customer service courses exist.

This course is open to all VSPNers but particularly to office managers, head receptionists, and customer service staff that deal with clients and/or run the front desk or discharge patients. Anyone who hires, trains, coaches or supervises staff will learn valuable information to use everyday in their interactions with employees and clients.

Upon completion of this course, the participant should be able to

• recognize personality styles.
• adapt to a customer's personality style for more effective customer relationships.
• communicate better with hospital staff by understanding personalities and adapting to them.

TEXTBOOKS:
Required Text:
Hartman, T. (2007). The People Code: it's all about your innate motive. Simon & Schuster Trade. (Paperback) Available from Barnes and Noble at http://www.barnesandnoble.com: ISBN-13: 9781416542308

COURSE OUTLINE:

Week 1: Understanding the color code
During this session we'll study four basic personality styles as defined by the color and understand the difference between the colors.

Week 2: Adjusting to others
We'll build on personality styles and communication and then practice using adapting our color to others to strengthen relationships with clients and colleagues. By connecting with clients our client satisfaction will improve, the working environment will be better and people will understand each other.

LIBRARY MATERIALS: Library materials will be made available prior to the topic week so participants will have plenty of time to prepare for the real time sessions and discussion.

MESSAGE BOARD DISCUSSIONS: Message board discussions regarding the topic presented will begin on the day the course opens and continue for one week following the last real time session. These discussions will be held in the VSPN CE course area.

CE HOURS: 3

TUITION:
$59 ($53.00 early bird special if registered before May 20, 2008).
* 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). You must include the following information in the comments section of the CE enrollment form in order to be eligible for this discount: your program director's name and contact information (email/phone) and school name.

** NOTE: Registration will be closed when the maximum number of participants is reached or at 5pm ET the day of the first real time session.

** Minimal computer requirements for participating in VSPN and VPSNCE

** Click on "How To's of Online CE" and "Polices & Procedures" for more on how our online CE works

TO REGISTER:

1. Each person must individually be a registered member of VSPN (www.vspn.org). Membership in VSPN is free.
2. To enroll in any VSPN CE course click on the ENROLL NOW link below the course title on the right side of the page at www.vspn.org/CE
3. Each enrollee must be able to receive emails from @vspn.org and @vin.com addresses. This is our major form of communication with participants. It is highly recommended that course participants use their own, personal emails rather than clinic/hospital email addresses.
4. VIN Member veterinarians SHOULD NOT register for their staff. Please have the staff member register through VSPN. Please email VSPNCE@vspn.org if you have questions.

Note: "This course has been approved for continuing education credit in jurisdictions which recognize AAVSB 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 of continuing education. Call VSPN CE at 1-800-700-4636 for further information." (Attendees are encouraged to check with their licensing jurisdiction(s) for information regarding recognition by their board).
This course has also been approved for continual education units toward CVPM requirements by the VHMA.

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COURSE WITHDRAWAL AND REFUND POLICY: Withdrawal prior to the listed start date of a course entitles the registrant to a complete refund or a credit toward a future VSPN or VIN CE course, whichever is preferred. Withdrawal within 1 week after the listed start date (i.e. including no more than one real-time session) entitles the registrant to a credit toward any future VIN CE course. (Does not apply to courses with only one real-time session.) After the first real-time session, a registrant may withdraw due to special circumstances and receive prorated credit towards a future VIN course. These requests will be handled on an individual basis. The amount of the prorated credit will be determined based on 65% of the time remaining in the course at the time of withdrawal. It is not possible to withdraw retroactively.
Note: To ensure rapid handling of your request for withdrawal, we recommend that you call the VIN office at 1-800-700-INFO (4636).

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** For More Information on VSPN's upcoming CE Courses, check out http://www.VSPN.org/CE

Nanette R. Walker Smith, M.Ed., RVT, CVT, LVT
VSPN Content Director & CE Coordinator
VSPNCE@vspn.org
1-800-846-0028 or 1-530-297-4950, ext 187

Charlotte Waack (Charlotte@vspn.org), ext 193 Chris Upchurch (Chris@vspn.org); ext 197
VSPN CE Services
1-800-846-0028 or 1-530-297-4950

[ CE MAIN | COURSE CATALOG | RACE/GETTING CREDITS | ONLINE CE HOW TO | SUGGEST A COURSE | VIN MAIN ]

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800.700.4636  |  CEonVIN@vin.com  |  530.756.4881  |  Fax: 530.756.6035 777 West Covell Blvd, Davis, CA 95616 Copyright 2000, Veterinary Information Network, Inc.