Date/Time
Date(s) - Thursday, January 26, 2017 - Saturday, January 28, 2017
All Day
Categories
Brenda will be abroad in January, presenting at the VPMA-SPVS Congress 2017 at the Celtic Manor Resort in Newport, England. The Congress is being held from January 26-28th, 2017. Her topics include:
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Trust Yourself to Become a Better Leader
If you are a frustrated practice owner or manager who is looking for ways to turn apathetic employees into engaged ones, then you need to learn what motivates and drives today’s team members. Your management style might just be what’s standing in the way of taking your team to the next level! Learn how to connect with your 21st century employees, beginning with the trinity of trust: Character, Competence and Caring. In this extended session, Brenda will touch on how to manage upwards or sideways, influencing your bosses or partners to turn them into effective leaders or team players.
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The Ultimate Front of House Experience
Sponsored by
No eye contact, poker-faced greetings, and robotic phone calls. Is this what your clients experience when they call or come into your practice? Are you struggling with finding the right client care candidates, or has your front desk team fallen into a state of apathy? This workshop is designed to turn failing client service into exceptional experiences! It starts with recruiting the right people. Learn where to look, how to write a job posting that attracts the ideal candidates, and how to better screen for the soft skills needed to turn your service around. Once you’ve found the best candidate, are they thrown into a hectic work environment with little direction or oversight? We take our workshop further by building a strong foundation for training a client experience focused team! You will go back to your practice with a new hiring and training protocol for one of the most critical roles in your practice.
- Putting the ‘me’ in Team Work – Life BalanceWhen did it become acceptable for clients to demand their vet’s mobile number so they could reach them at any time? Or staff to regularly call managers who are off duty with problems that really could wait until the morning? If this sounds familiar it may be time to draw some boundaries and re-evaluate your work-life balance. In this session Brenda Tassava will share her top tips together with the experiences of other vets and managers she has worked with. She will encourage the group to share their frustrations but also some of the ways they have managed to make their life a little more balanced. The irony of this session being scheduled at 3 o’clock on a Saturday is not lost on us… but how else were we going to fit it in!!
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KPI’s that Matter
Sponsored by
It’s 2017… not 1993! It’s time to look at key performance indicators in a different way. So many things have changed in the veterinary profession in the past 5 years, let alone the past 25 that we need to be measuring our practices’ success through a different lens. Brenda Tassava presents the key performance indicators that she feels are meaningful to practice in the US today. Brenda describes how she teaches US practices to measure these KPIs, set goals around them, and track and monitor progress, putting some forward-thinking action plans in place for their teams. She will open this up to the floor to explore how KPIs commonly used in the UK compare and, what, if anything, can we learn from the USA experience.
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Employment Induction & Handbook
Dust off those handbooks and crack them open to see what you need to re-write, re-vamp and quite frankly, throw out the window! In this session, Brenda Tassava explores the purpose of an employee handbook and helps you clearly define what goes in and what should stay out. Creating an interactive and engaging handbook has the added benefit of increasing awareness of and adherence to your policies. Stop being frustrated when your employees don’t adhere to your rules by providing them with a handbook that is easy for them to follow.