Learning and Development Webinar Series 2013 Team Intelligence Nursing Intelligence Customer Service Intelligence Leadership Intelligence The National Industry Advisory Group for Veterinary Nursing has allocated CPD points to these continuing education activities. You can now enrol online... Simply visit www.ProvetCCG.com.au/webinars, select the webinars of your choice and hit “Enrol Now.” The New Zealand Veterinary Nursing Association has allocated AVN Points to these continuing education activities.
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Learning and Development Webinar Series
2013
Team Intelligence
Nursing Intelligence
Customer Service Intelligence
Leadership IntelligenceThe National Industry Advisory Group for Veterinary Nursing has allocated CPD points to these continuing education activities.
You can now enrol online...Simply visit www.ProvetCCG.com.au/webinars, select the webinars of your choice and hit “Enrol Now.”
The New Zealand Veterinary Nursing Association has allocated AVN Points to these continuing education activities.
CRAMPTON CONSULTING GROUP | Learning and Development Series 2013Crampton Consulting Group welcomes you to our Learning and Development Webinar Series for 2013. We feel honoured to be part of your practice development strategy this year. CCG continues to be an industry leader in practice team development, after all, we are in our seventeenth year of helping you be your best. We continue to be inspired by those we serve and 2013 will be no different.
This year we have answered your call for even more flexible, dynamic and cost-effective training. Our suite of webinars can cater for all team members including leaders, supervisors, practice owners, veterinarians, nurses and receptionists. Take the time to review our topics in these four areas:• Nursing Intelligence – for veterinary nurses and new graduate veterinarians• Leadership Intelligence – for practice owners, managers and supervisors • Customer Service Intelligence – for receptionists and those undertaking reception duties• Team Intelligence – designed for everyone. Topics focus on personal effectiveness, team harmony and workplace stress management
Our commitment to bringing you value...In 2013 we have once again placed a focus on ensuring you receive the best value for your training dollars. Our webinars continue to be cost effective and unlike other providers, our facilitators offer a follow up telephone coaching session and downloadable tools on the topics you attend. All this for just AU$79 per topic.
Additionally, this year we are offering a “Total Suite Sweetener,” meaning the more you register the more you save! For any participant wanting to register for all topics in one Intelligence area, they can enjoy a set price of AU$540 for the full year. That’s a saving of over AU$170 per person in your practice!
Call us anytime...Our consultants and coordinators are available to answer any questions you have about a total team development package. Like a topic but want it delivered exclusively to your team? No worries. We pride ourselves on flexibility and personalised service. Call us today to discuss your career goals or the vision of your practice. CCG will take you there...
CRAMPTON CONSULTING GROUP | Learning and Development Series 2013 Visit www.ProvetCCG.com.au/Webinars
*When you register for all the webinars in the same Intelligence Suite you are eligible for the Total Suite Sweetener.
^The webinars are run from 1:00pm - 2:30pm Australian Eastern Standard Time - Please make sure you check the times in your local area and remember daylight savings.
Registrants for webinars will require a recent version of Internet Explorer, Firefox or Safari, including Flash Player and audio speakers.
After the session, we email through a link of the webinar recording for you to view for up to 7 days.
Learn key skills to perform more effective Cardiopulmonary Cerebral Resuscitation.
Topics covered Include:• The CPCR procedure• Emergency drugs - use and administration• Task allocation
CRAMPTON CONSULTING GROUP | Learning and Development Series 2013 Visit www.ProvetCCG.com.au/Webinars
Customer Service Intelligence Webinars
Supporting the Grieving Client
13th February
Knowing how to support and care for your clients through their grief is an invaluable skill.
Topics covered include:
• Understanding grief and the grieving process• Communication strategies• How to refer clients for professional help
The 5 Fundamentals of Telephone Management
6th March
Explore invaluable techniques and tips for delivering a professional telephone experience, every time.
Topics covered include:
• Importance of the telephone
• Communication skills - listening and questioning
• Telephone communication tips
6 Positive Client Interactions You Need
9th May
Develop the communication skills needed to build quality relationships with your clients.
Topics covered include:
• Selling yourself as a veterinary professional
• Rapport building
• Using varied styles of communication
Top Tips for Quickly Identifying Client Needs
19th June
Ensure that your clients are able to give their pets the very best care by learning the skills to analyse needs, and tips on educating your clients.
Topics covered include:
• Putting clients at ease
• Questioning techniques
• Solution focused service techniques
5 Fearless Steps to Handling Complaints
10th July
Learn key skills for successfully handling client complaints and turning them into your practice’s greatest advocates.
Topics covered include:
• Fighting the fear with challenging clients
• Maintaining harmony
• Mastering words that make a difference
Managing your Practice’s Social Media
21st August
Engage clients with your practice and keep your clients coming back for more with a well-planned social media program.
Topics covered include:
• Maximising social media
• Engaging the practice team in online community participation
• Developing online campaigns
Merchandising Tips for Over the Counter Products
11th September
Design a professional display of products to create a visual masterpiece and increase over the counter product sales.
Topics covered include:
• Visual display techniques
• Product placement
• Hot and cold spots and how to move your merchandise
Passive Marketing in your Reception Area
23rd October
Understand the passive marketing techniques you can employ to educate your clients and increase sales.
Topics covered include:
• Consumer behaviour basics
• Tips to increase sales with passive marketing
• Using staff to passively promote campaigns
Top 10 Tips to Becoming a Reception Superstar
13th November
Understand the critical elements in mastering the reception area and become a superstar in your practice!
Topics covered include:
• Managing workflow and multiple phone lines
• Maintaining customer service in a busy environment
• Simple strategies for becoming the face of the practice
What are NIAG CPD Points...All of our webinars have been approved for continuing education points by the National Industry Advisory Group for Veterinary Nursing. By completing one of our courses you can use these points to apply to become an Accredited Veterinary Nurse or if you are already accredited, towards maintaining your accreditation.
CRAMPTON CONSULTING GROUP | Learning and Development Series 2013 Visit www.ProvetCCG.com.au/Webinars
Team Intelligence Webinars
Resilience in the Workplace
26th February
Learn invaluable skills to succeed in stressful and high-pressure situations, both in the workplace and in personal life.
Topics covered include:
• Importance of self-awareness
• Emotional intelligence
• Self-talk tips
Resolving Conflict with a Colleague
26th March
Empower yourself with the skills required to overcome difficult situations in the workplace and be part of a successful team.
Topics covered include:
• Techniques for maintaining harmony in the workplace
• Communication techniques to raise issues
• Tips for repairing relationships
Managing Your Emotions at Work
4th June
Learn practical ways to control your feelings before they take control of you.
Topics covered include:
• Recognising your triggers and warning signs
• Techniques to maintain control in varying situations
• Strategies to avoid emotional outburst
Top Tips for Setting and Achieving Goals
2nd July
Harness the power of goal setting to turn your future vision into reality.
Topics covered include:
• Understanding the importance of goals
• Planning for victory
• Making contingencies and being held accountable for achieving them
5 Fabulous Planning Skills
30th July
Take control of your day and achieve more with effective planning and organisational skills.
Topics covered include:
• How to build a time management plan
• Successful priority management
• Eliminating time wasters
How to Deal with Criticism
3rd September
Equip yourself with the tools to transform criticism into a positive learning experience.
Topics covered include:
• Understanding the benefits of criticism
• Harnessing the confidence to challenge criticism where necessary
• Recognising and challenging negative self-talk
Mitigating Stress in a Stressful Job
1st October
Develop effective stress management techniques and take control in your role.
Topics covered include:
• Tips to avoid unnecessary stress
• Recognising stress indicators
• Self care strategies
Working with Extroverts
29th October
Unveil the secrets to thriving in your practice environment by learning the inner workings of your colleagues.
Topics covered include:
• What makes extroverts tick
• Communication tips for the introvert
• Maintaining harmony in the team environment
Working with Introverts
3rd December
Unveil the secrets to thriving in your practice environment by learning the inner workings of your colleagues.
Topics covered include:
• What makes introverts tick
• Communication tips for the extrovert
• Maintaining harmony in the team environment
What our participants have said...
“It was really good and I found it extremely informative and useful” B.Neville
CRAMPTON CONSULTING GROUP | Learning and Development Series 2013 Visit www.ProvetCCG.com.au/Webinars
Leadership Intelligence Webinars
Increasing Patient Visits
28th February
Increasing Client Compliance
21st March
Implement these top tips to overcome resistance from your clients and build a loyal client base that will see your profits soar.
Topics covered include:
• Why first impressions count
• Professional techniques to build trust
• Communication essentials for the client education process
Top Tips for Marketing with Social Media
6th June
Understand the role of social media in promoting your practice, and learn top tips to optimise social media marketing.
Topics covered include:
• Building a strategic plan for social media
• Tips to increase your online presence
Employee Disputes and Grievances
4th July
Develop effective tools and invaluable techniques to successfully resolve disputes and grievances in your practice.
Topics covered include:
• Common disputes and grievances in the workplace
• Dispute resolution techniques
• Documentation requirements
Improving Cash Flow
1st August
Achieve a positive cash flow in your business by applying these top tips in your business today.
Topics covered include:
• Importance of maintaining cash flow
• Factors affecting cash flow
• Practical tips for maintaining cash flow
Managing Multiple Generations in the Workplace
5th September
Harness the potential of your practice team by understanding the differences amongst the generations of your team.
Topics covered include:
• Overview of generational trends
• Staff engagement techniques
• Developing individual team members in any generation
Coaching, Counselling and Disciplinary Action
3rd October
Learn practical skills to successfully align employee and practice objectives and coach your team to achieve positive outcomes.
Topics covered include:
• Coaching principles
• Legislative requirements and areas to avoid
• Managing performance assistance plans
Fantastic Formulas to Master Fee Setting
31st October
Harness the potential in your business by understanding how to set your fees to ensure maximum profitability whilst maintaining client satisfaction.
Topics covered include:
• Evaluating your fees
• Pricing principles
• Communicating value
Top Tips for Succession Planning
5th December
Understand the keys to mapping out your future, and tips for developing a plan to suit your goals.
Topics covered include:
• How to get started
• Succession planning principles
• How to achieve success
Unlock the potential in your practice with proven success strategies for implementation in your business that will keep your clients coming back for more.
Topics covered include:• Evaluating your patient visits• Effectively utilising your VPMS software• Practical tips to achieve success• Tracking patient visit growth
What our participants have said...
“The information offered was great and referred to actual experience” G.Fitzgerald
CRAMPTON CONSULTING GROUP | Learning and Development Series 2013 Visit www.ProvetCCG.com.au/ProSkills
Want More? | Proskills Online Courses
Want to get a taste of our ProSkills courses? Take this FREE COURSE: Head to Toe: The Patient Examination (self-paced)Whether performing triage, in-patient or pre-consultation examinations; whether new to the industry or an experienced nurse, this media rich course will engage, teach and renew your patient examination skills.
Understanding Compassion Fatigue
It’s normal to become emotionally, mentally and physically fatigued but how do we protect our own health and happiness from the very job we love?
Topics covered include:
• Signs and symptoms of compassion fatigue
• Vicarious trauma and stress
• Self care strategies and team care strategies
Succeeding with Difficult Clients
This presentation will give you insight and sound practical skills in communication.
Topics covered include:
• Reasons and presentations of difficult clients
• Understanding anger styles, body language and tone
• Simple skills to manage the ‘difficult client’ experience
Human Resource Essentials
Cover a series of checklists and exercises so you can ‘audit’ yourself and assess the areas of HR that you implement well and areas you may need to improve.
Topics covered include:
• Understanding the staff management framework and systems
• Developing Practice Policies & Procedures
• Understanding the “Human Factor”
Can’t attend a webinar? Try our flexible online training options!
When you see this symbol on the website it means you can enjoy pre-recorded lectures of around 45-60 minutes. They are presented on a specific area by noted industry professionals. Your 3 day access allows you to review the material as often as you wish during that time.
When you see this symbol on the website it means you can log on and off as you like. Forums, movies, animations, interactive content, and image galleries give you a broad spectrum of interactive learning materials.
CCG has over 30 Online ProSkills courses available.
To view the full suite of online ProSkills courses visit www.ProvetCCG.com.au/Proskills
FREE COURSE
Theatre Aseptic Techniques
Theatre asepsis is more than just cleaning. Learn why it is so important and how this can be achieved and maintained to protect our surgical patients.
Topics covered include:
• Theatre environment
• Maintaining the highest standard of asepsis
• Tips and hints on introducing cleaning checklists and procedures
Understanding Pre-Anaesthetic Blood Tests
Have you ever asked yourself: “what are we testing and why?” This course will answer the question.
Topics covered include:
• Understanding why pre-anaesthetic blood tests are performed
• Understanding of each test
• Recognition of abnormal results and implications
Breath of Life: The Ventilated Patient
Ventilators save lives! This course focuses on the intensive and critical care of the ventilated patient.
Topics covered include:
• Understanding and using the ventilator
• Specific patient monitoring and managing ventilation
• Recognising and preventing potential complications
Foundation Skills for Veterinary Nurses
Designed for new nurses or those wishing to re-skill, this course takes attendees through the practical foundation skills all veterinary nurses need.
Topics covered include:
• Handling and restraint techniques
• Patient evaluation
• Administering medications
I have read, understood and accept the CCG Terms and Conditions. Signature .................................................... Date ............................
Paying by Credit Card? Credit card type ( ) Visa ( ) Mastercard Card # ...................................................................................Expiry date ................... / .................................. Name on card .............................................................................Amount to be deducted ......................................Cardholder signature ........................................... Invoice to be made out to ...................................................................................................................................................................................................................
Terms and Conditions Prices and speakers are subject to change without notice. If you are unable to attend, CCG may consider a substitute participant or a transfer to an alternative webinar within the same calendar year. Cancellations received up
to five working days before the webinar are refundable - minus a $35 service charge. Cancellations received less than five days prior to the webinar, and non-attendance will be considered as non-refundable. In this event,
you may choose to apply to CCG to transfer your payment towards one other webinar, approval of which will be at the sole discretion of CCG management.
Paying by Provet Plus Points? I, ______________________________ authorise for Provet Plus Points to be deducted from my practice account for the above programs. I have confirmed with my Provet branch that my account has the required points.
Paying by Cheque or Money Order? Please make cheques and money orders payable to Animal Industries Resource Centre, Locked Bag 1003, Northgate, QLD 4013. Cheques and money orders must be attached with this completed form for registration confirmation to occur.
Participant Details - ALL DETAILS ARE MANDATORY FOR REGISTRATION
Triage and Initial Stabilisation of Emergency Cases Wound Care and Bandaging Advanced Surgical Preparation TechniquesRecumbent Patient Care The GDV Patient Whelping and DystociaManaging the Feline Renal Patient Pain Management Cardiopulmonary Cerebral Resuscitation
Supporting the Grieving Client The 5 Fundamentals of Telephone Management 6 Positive Client Interactions You NeedTop Tips for Quickly Identifying Client Needs 5 Fearless Steps to Handlings Complaints Managing your Practice’s Social MediaMerchandising Tips for Over the Counter Products Passive Marketing in your Reception Area Top 10 Tips to Being a Reception Superstar
Increasing Patient Visits Increasing Client Compliance Top Tips for Marketing with Social MediaEmployee Disputes and Grievances Improving your Cash Flow Managing Multiple Generations in the WorkplaceCoaching, Counselling and Disciplinary Action Fantastic Formulas to Master Fee Setting Tops Tips for Succession Planning
Resilience in the Workplace Resolving Conflict with a Colleague Managing your Emotions in the WorkplaceTop Tips for Setting and Achieving Goals 5 Fabulous Planning Skills How to Deal with CriticismMitigating Stress in a Stressful Job Working with Extroverts Working with Introverts
