Track A: Dare to LeadTM - Part I
Speaker: Mimi Darmstadter, PPC
Leaders regularly find themselves in workplace situations (e.g. out of box thinking, difficult conversations, unpopular decisions) where the threat of risk, uncertainty, and/or emotional exposure challenge their capacity, despite a calling, to be brave. In this interactive session inspired by the research and curriculum of Brené Brown, the presenter, who is one of 700 individuals globally certified in Dare To LeadTM program delivery, will share the Dare to LeadTM framework and the four skill sets on which it is based:
- Rumbling with Vulnerability
- Living into our Values
Track B: The Economics of Competition in Veterinary Services
Speaker: Roger Haston, Ph.D.
The role and importance of pets in people's lives continue to increase in the United States, with an estimated 60% of all households owning a pet. Despite the growth of the veterinary service industry, there is growing recognition that many pets go without adequate veterinary services. The growth of low-cost providers has raised concerns about the impact of competition with the veterinary services market. Roger utilizes stochastic modeling to incorporate a wide variety of demographic and published data to demonstrate the economic impact of competition within a market. The introduction of low-cost providers within a market increases the overall economic value of the market. Total veterinary visits, revenue, and households served all increase substantially in a market with price dispersion. This modeling highlights significant opportunities for mutual benefit and collaboration between different providers, be it for-profit or non-profit, by increasing the awareness and opportunities for people to seek health care for their pets.
Track C: A Business Case for Improving Client Experiences with Death - Part I
Speaker: Coleen Ellis, CT, CPLP
Attendees to this session will hear how they can move the death process for their clients from an event to an experience. Various elements of the experiential process, as well as the physical aspect of a building’s layout, will be discussed, to include:
- Better names for your “comfort room”
- Inexpensive and creative elements to include in the room to make an impact
- Scheduling the appointment, and the process
- Phone Scripts
- Email Scripts
- Appointment Scripts
- Revising the appointment for the experience
- Rituals during the appointment
- What the entire staff can do to re-frame this time with the family from “euthanasia/failure” to “beautiful option/celebration of a life.”
Attendees to this session will walk away with white papers on:
• Phone Scripts
• Email Scripts
• Appointment Scripts
Bonus: How to ask for money for euthanasia and final arrangement charges - Script
Track D: Working at Communication to Make it Work for Your Team
Speaker: Susie Crockett, CVPM
Communicating with the many and varied stakeholders in a veterinary setting can, at times, be taxing. If that setting is a hospital or practice that operates 24/7, 365 days a year, the challenges can be formidable. Although managers may think that getting staff on the same page is unachievable, with work, managers can create a climate that fosters effective communication. In this session, participants will learn strategies for bridging communication gaps, improving listening, and developing and implementing plans to strengthen staff connections.