STAF124-1107 : Communication and Conflict Resolution Module 2 : Conflict Resolution and Mentoring Others to Resolve Conflict

INSTRUCTOR:
Heather Howell, LVT, MBA

DATES:
November 26-December 21, 2007
Real Time Sessions: Thursday evenings, November 29 and December 6 and 13; 9:30pm-11:00pm ET (USA)

COURSE DESCRIPTION: Conflict resolution skills are essential in any business. This course intends to teach office managers, practice managers, veterinarians, and all support staff more effective communication and conflict resolution techniques. The intent is to impart knowledge and techniques that can be utilized with clients as well as coworkers when conflict occurs. As a continuation of Module 1, we will incorporate how your communication skills relate to conflict with others.

Module 2 consists of three (3) real time interactive sessions of ninety minutes (90) each covering discussion of situations; homework reinforcing the handouts and real time sessions; interactive message boards to discuss the real time sessions and homework; and an online final exam. In addition multiple choice homework quizzes will be given online each week; the goal of the homework is to test the participant's knowledge of the material covered discussed in each session and presented in the handouts.

All members of the veterinary support staff may join the course and its discussions; however, this course is focused toward practice managers, office managers, supervisors and veterinarians. Module 3 may be taken without having taken Module 1 or 2.

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

• Understand the types and causes of conflict
• Manage conflict by determining your desired outcome
• Manage conflict with clients and within the hospital
• Understand communication skills that augment conflict resolution

Overall Goal: Become a more knowledgeable and confident communicator during conflict.

TEXTBOOKS: There are no required texts for this course.
The instructor has supplied a list of reference material used to formulate this course below, which are available from http://www.barnesandnoble.com:

• Daniels, T. D., Spiker, B. K., & Papa, M. J. (1996). Perspectives on Organizational Communication, 4th Ed. McGraw-Hill Professional Publishing.
• Dugger, J. (1992). Learn to Listen; How to Tune in Before Someone Tunes You Out. National Press Publications.
• Gilbert, M. & Gallagher, B. J. (2002). Communication Miracles at Work; Effective Tools and Tips for Getting the Most from Your Work Relationships. Red Wheel/Weiser Publishers.
• Namie, G. & Namie, R. (2000). The Bully at Work; What You Can Do to Stop the Hurt and Reclaim Your Dignity On the Job. Sourcebooks, Inc.
• Ritchey, T. (2002). I'm Stuck, You're Stuck; Break Through to Better Work Relationships; Discovering Your DiSC Behavior Style. Berrett-Koehler Publishers.
• Rosenberg, M. B. & Fisher, M. H. (1999). Nonviolent Communication: A Language of Compassion. Puddledancer Press.
• Weeks, D. (1992). The Eight Essential Steps to Conflict Resolution; Preserving Relationships at Work, at Home, and in the Community. Penguin Putnam Publishers.
• Zander, R. S. & Zander, B. (2000). The Art of Possibility; Transforming Professional and Personal Life. Harvard Business School Press.

COURSE OUTLINE:

Week 1 - Client Conflicts
Content: This lecture will cover techniques to assess types and causes of client conflicts. We will also discuss handling various challenging client behaviors. Steps to analyzing and managing client conflict will be presented. Determining your desired outcome and managing conflict accordingly will be presented. This session will also discuss learning from conflict and preventing future client conflicts.

Week 2 - Conflicts Within the Hospital
Content: This session will discuss handling conflict as an opportunity in the hospital environment. Managing conflicts when they occur will be presented. Communication techniques such as completing the past, apologies, making a request will be discussed. We will also discuss dealing with different types of coworker behavior.

Week 3 - Creating a Positive Workplace and Mentoring Conflict Resolution
Content: This lecture will discuss how you can create a positive workplace environment. We will discuss managing conflict within the hospital and techniques for having a conversation regarding conflict. Your personal communication style and how it relates to conflict will be covered as well. Role playing and training techniques will be discussed. We will also cover mentoring others to reduce and resolve conflict.

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: 4.5

TUITION:
$83 ($75.00 early bird special if registered before November 12, 2007).
*If registering for Module 1, 2, & 3: $213.00 if registered before October 25, 2007. This price includes a 15% discount off the regular registration price of all three modules.
* 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.
5. VIN Member veterinarians ARE ELIGIBLE to take this course, we are requesting RACE accreditation for both veterinarians and veterinary technicians. **Please access the course enrollment through www.vspn.org/CE.

Note: "This course has been submitted (but not yet approved) for 4.5 hours of 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 submitted for approval 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

Ginger Sanders (Ginger@vspn.org), ext 183
Charlotte Waack (Charlotte@vspn.org), ext 193 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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