When
Saturday, January 13, 2018 at 7:30 AM EST-to-
Sunday, January 14, 2018 at 2:00 PM EST
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Frank Talk 1.0 COURSE DESCRIPTION:
This event is approved by RACE for 13.5 CE credits.
This workshop is intended for any member of the veterinary team who interacts with clients and colleagues.
Program Highlights:
- Participate in a day-and-a-half of intensive experiential learning
- Practice communication skills through 10 case-based simulated client interactions
- Work in a supportive small group setting with individualized attention to your learning goals
- Implement the skills in your daily client interactions or teach the skills to your veterinary team
- Effective communication is related to increased compliance, client and veterinarian satisfaction, client and staff retention and decreased client complaints.
- The human-animal bond drives the importance of enhancing communication between veterinary team and clients, who care more about their animals than ever.
- The concern about the wellness of veterinary professionals urges colleagues to manage stress through effective and fulfilling interactions with clients and colleagues.
- Initiating the interview
- Gathering information
- Structuring the interview
- Building relationship
- Conducting financial discussions
- Assessing quality of life
- Managing Emotions
- Interacting with colleagues
- Introduction
- Client agenda
- Open-ended questions
- Pause
- Reflective Listening
- Client perspective
- Empathy
- Non-verbal behaviors
- Logical structure
- Summary
This evidenced-based, interactive program uses best practices to teach communication in an experiential setting, where participants interview actor clients, receive individualized coaching and feedback from their peers and client, and reflect a video-recording of their performance all in a small group setting (i.e. 1 coach and 5 peers)
To practice the communication skills you will:
- Interview clients
- Set and self-assess your communication learning goals
- Provide and receive peer feedback
- Review video-recording of your performance
"The value of communication in my career is huge and working on communication skills is as important as my medical and surgical skills, if not more so."
"Listen to the client, let them speak, empathize with them, show them that you are listening and that you care."
"To trust my instincts with how I am reading my clients. Now I have better skills or acknowledging emotions and building strong relationships."
"Moving outside my comfort zone where most learning takes place. In pushing myself to feel uncomfortable, I improved in areas that I struggle."
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HOTEL INFORMATION: If you wish overnight accommodations, a block of rooms has been reserved at the Hampton Inn & Suites, located directly across the street at 153 West Manor Way, Robbinsville, NJ 08691. Please call 609-259-0300 for reservations. For the group discounted rate, use code "Social VETworking".
Cancellation Policy: In the event of a cancellation you may send a substitute from your practice. Due to the limited number of spaces available requests for full refunds will be honored only if received at least 21 calendar days prior to the start of the Wet Lab. A partial 75% refund will be issued for all requests received 14 days before the beginning of the Wet Lab. No refunds will be granted for cancellations made less than 7 days prior to the Wet Lab. All requests must be received in writing. In the unlikely event that the Wet Lab is cancelled or postponed due to insufficient enrollments or unforeseen circumstances, we will fully refund registration fees but cannot be held responsible for any other expenses, including cancellation or change charges assessed by airlines, hotels, travel agencies, or other organizations.