This series will consist of 3 core skill sessions consisting of 2-hour webinars where we will learn about core communication skills, non-verbal communication, asking great questions, empathy, active listening, agenda setting and emotional self control.
The series will then move into part 2 - Bringing it All Together. 5, 90 minute sessions make up the second part of this series; Using a Communication Model to Guide Interactions with Clients, How to use Skills in Admissions and Discharges, Talking About Money with Clients, Positive Conflict - Making the Most out of Difficult Conversations and Creating Positive Culture Within Your Team
Participants are able to attend any sessions, however, it is recommended that participants attend at least 2 core skills sessions to register for a Bringing it all Together session.
Full veterinary team (owner, management, medical, support) participation is recommended and encouraged.
Bringing it all Together Session 4:
Positive Conflict - Making the Most out of Difficult Conversations
One of the most challenging aspects of interacting with people is when you have to address someone who is not performing to expectations, who is in disagreement with your way of thinking, or who is unable to hear and receive a message you are trying to communicate. This is for veterinary professionals who struggle with openly addressing clients or coworkers and who find difficult conversations to be uncomfortable or unrewarding.
Learners will:
- Discuss how to approach and talk with the “difficult” person.
- Recognize and describe challenging behaviour.
- Review skills used in conflict communication.
- Case based review of how to utilize skills
- Practice skills in case based settings.
- Create a plan (goals) to practice, evaluate and reassess this skill.
Registration Fee: Complimentary for all veterinary team members
This webinar has been approved for 1.5 hours of continuing education by the ABVMA for veterinarians and veterinary technologists
Requirements: computer/tablet plus internet connection to attend the webinar.
Speaker: Becky Taylor, RVT, MA
Biography:
Becky Taylor has been active in her career as a Registered Veterinary Technologist for over 25 years. She graduated from Fairview College in 1993 and worked in a mixed animal practice until 1999 when she joined the teaching team at Olds College spending 19 years instructing in the animal health programs; AHT, VMR, VTA.
In June, 2018 she began a new role as Director of Communication and Culture with Mosaic Veterinary Partners where she actively works directly with veterinary practice staff in a supported business model to enhance patient care and client service, promote positive team culture and contribute to business prosperity.
Becky’s passion for working with people led her to her devoting much of her professional development to learning and teaching communication skills in an applied manner. She has been active on provincial and national veterinary and community organizations in many roles. Becky completed a Master of Arts in Professional Communication through Royal Roads University which included a final research paper focusing on the communication practices of RVTs in practice. She advocates and teaches communication skills that strengthen the relationships within teams, within organizations and between clients and veterinary service providers. She has designed and taught many courses in communication and coaches & examines veterinary students at UCVM in simulated communication settings. She has spoken extensively on the topic of communication to various groups in the animal health industry and is well respected for her enthusiasm and knowledge in that area. She is a self proclaimed Communication Nerd!
2021 ABVTA/ABVMA Communication Series - Bringing it all Together: Positive Conflict - Making the Most out of a Difficult Conversation
- Tuesday May 04 2021, 7:00 PM - 8:30 PM
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Zoom Webinar
