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CVMA Online Seminar: Working With Difficult Customer Behaviors, September 5, 2023

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CVMA Online Seminar: Working With Difficult Customer Behaviors, September 5, 2023

CVMA Online Seminars are convenient interactive presentations offering CEUs held in real-time. This learning platform allows you to participate from anywhere with internet access – from your practice, your home, or anywhere you have an internet connection. Attending is as easy as a few mouse clicks. You will only need internet access and either computer audio, a headset, or a telephone.

This seminar is open to veterinarians, veterinary technicians, veterinary hospital staff, and veterinary students only.

Webinar is live and interactive. Webinar may be recorded by the CVMA for internal use and training purposes. All other recordings are prohibited. 

Course Description

This interactive course focuses on individual skill development in effectively managing challenging behaviors. There are three things we drive home in this course: respond to behaviors and not people, read and respond with rational thinking, and it is hard for us to learn new ways of reading and responding to behaviors we consider negative or challenging. This course gives you a toolbox of strategies to deal effectively with challenging behaviors.

 

Objectives

At the end of this seminar, participants will be able to do the following:

  • Describe factors of human behavior that cause customers to behave in challenging ways
  • Identify your personal “hot buttons” and learn to control your immediate response
  • Apply communication strategies to prevent escalation and resolve the situation
  • Identify tools that help you manage your emotions after a difficult interaction

 

This course qualifies for 1.0 CEU.

Date and Time

Tuesday, September 5, 2023 | 5:30 p.m. – 6:30 p.m. 

  • Registration closes August 29, 2023

Speaker

Ralf Schirg, M.A.

Ralf Schirg, M.A.

    Ralf Schirg, M.A., who is a German native, earned his B.A. in Political Science and Psychology and his M.A. in Management and Psychology. He specializes in Leadership Development, Executive Coaching, and Cross-Cultural Consulting for leaders and employees around the world and has worked in over 35 countries. He also teaches at the University of Minnesota. In the past ten years, his focus has been DEI leadership and high-performing teams. He also gives keynotes and presentations for large audiences on a range of professional and mental health topics and presents on themes explored in his book, Flying Leap by Ralf W. Oliver (pseudonym), which presents a pragmatic and well-humored approach to the role ego plays in our (professional) lives.

    Registration

    CVMA MembersNon-Members
    DVM: $60
    RVT/Veterinary Staff: $40
    DVM/RVT Student: $25    		DVM: $120
    RVT/Veterinary Staff: $80
    DVM/RVT Student: $25

    3 ways to register:

     

    CVMA members receive discounted registration for continuing education. If you are not a member, join now to take advantage of this and many other member benefits.

     

    This course qualifies for interactive learning CE.

    • Each paid attendee will receive a CE certificate.
    • Attendee confirmation and handouts will be emailed the week prior to the scheduled webinar and login information will be emailed two days before the scheduled webinar. It is the responsibility of the registered attendee to contact the CVMA by email at staff@cvma.net or phone 800.655.2862 if login information is not received.

    CANCELLATION /REFUND POLICY:
    All cancellation requests must be made in writing and submitted either by fax, email or regular mail no later than the date advertised above to receive a full refund, less 10% administration fee. No refunds for cancellations or registrations received after the above cancellation dates.

    Attn: Meetings & Events Department, California Veterinary Medical Association, 1400 River Park Drive Suite 100, Sacramento, CA 95815. By fax: 916.646.9156; Email: staff@cvma.net.

     

    PAYMENTS
    Mail completed form along with check or credit card payment to: The California Veterinary Medical Association, 1400 River Park Drive, Suite 100, Sacramento, CA 95815 or fax to 916.646.9156. You can also register online at www.cvma.net, or by phone at 800.655.2862.

     

    ADDITIONAL  ATTENDEE TERMS AND CONDITIONS

    • The purchase of webinar attendance is for use by the registered attendee only and login/passwords provided by CVMA should not be shared with others; doing so may hinder your own access, as webinar is by pre-registration only.
    • Course materials provided by CVMA are for use by the registered attendee only and may not be reproduced or shared with others.
    • All seminar video, audio, documents,  shared materials, chat and Q&A may be recorded. By joining a session, you automatically consent to such recordings. 
    • CVMA and its service provider of audio and online conferencing services are not responsible for unauthorized access to information by hackers or others that obtain access through illegal measures.

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