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Tuition: $99 ($89 early bird special if enrolled by September 11, 2024) Enroll in both modules by August 28, 2024 and receive a 15% discount off the original course price. * Students currently enrolled in an AVMA accredited or CVMA approved Veterinary Technician Program may be eligible to receive a 50% discount off the regular rate for this course (upon verification of student status). Prices are listed in US dollars.

Course Information:
Conflict management skills are essential in any business. This course intends to teach effective communication and conflict resolution techniques. The intent is to impart knowledge and techniques to utilize with clients and coworkers when conflict occurs. As a continuation of Module 1, we will incorporate how your communication skills relate to conflict with others. The overall goal of all three modules of this series is for the participant to become a more knowledgeable and confident communicator. This module will go into detail about managing and resolving conflict. We will discuss possible conflicts with clients and conflicts within the hospital. We will also explore the importance of workplace civility and addressing incivility. This module will focus on communication skills that are effective for managing conflict.

• Assess types and causes of client conflicts
• Analyze and manage challenging client behaviors
• Discuss preventing future client conflicts
• Consider how you view conflict
• Implement processes for conflict management
• Discuss handling conflict as an opportunity in the hospital environment
• Illustrate effective communication techniques
• Analyze challenging coworker behaviors
• Discuss methodologies for managing conflict
• Discuss managing conflict in the hospital and techniques for conversations regarding conflict
• Creating a culture of workplace civility and addressing incivility
• Reduce and resolve conflict.

RACE Accreditation: This program has been submitted for RACE approval (but is not yet approved) for 4.5 hours of continuing education credit for veterinarians and veterinary technicians/technologists in jurisdictions which recognize RACE approval.

VHMA Accreditation: This course has been approved by VHMA for CVPM credit. (#08-20)

Week 2 (Real Time Session October 9): Conflicts within the Hospital
This session will discuss handling conflict as an opportunity in the hospital environment. The focus will be on effective communication techniques, analyzing challenging coworker behaviors, and exploring methodologies for managing conflict.

Week 3 (Real Time Session October 16): Workplace Civility and Conflict Resolution
This session will discuss workplace civility, addressing incivility, and managing conflict in the hospital. Setting expectations for civility and behavior when conflict occurs within the workplace will be discussed. The session will explore techniques for conflict management within the hospital including fighting fair, problem resolution plans, and hospital policies.

Successful completion (scoring 80% or better) on the end-of-course test is required to earn a certificate of completion for the course. To learn more about the requirements for earning a CE certificate, please refer to Receiving Your CE Credit and Course Completion Certificate.

1. Enrollment qualifications: VIN CE courses are open to VIN member and non-member veterinarians. Veterinarians enrolling in a VSPN CE course must be a VIN member. Veterinary support staff must be a VSPN member to enroll in a VSPN CE or a VIN CE course open to VSPN member enrollment.
2. Each enrollee must be able to receive emails from @vspn.org and @vin.com addresses. Email is our major form of communication with participants; personal emails are highly recommended rather than clinic/hospital email addresses.
3. For further assistance call 800-846-0028 ext.792 or email VSPNCE. Please include the course title, your full name, and contact information in your correspondence.