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FRANK 1.0 Communication Workshop
When: December 7-8, 2019
Where: University of Wisconsin - Madison, Health Sciences Learning Center
Registration: $1775.00 (includes course materials, digital video, breakfast, lunch, and refreshment breaks)
Instructor: Jane Shaw, DVM, PhD – Veterinary Communication for Professional Excellence, Colorado State University
FRANK Communication Workshop Series
FRANK 1.0 --> FRANK 2.0 --> Communication Coaching Skills Workshop
The FRANK 1.0 Workshop is the first of the three FRANK Communication Workshops to expand your communication skills.
This workshop is intended for any member of the veterinary team who interacts with clients and colleagues.
- Participate in a day-and-a-half of intensive experiential learning
- Practice communication skills through 10 case-based simulated client interactions
- Work in a supportive small group setting with individualized attention to your learning goals
- Implement the skills in your daily client interactions or teach the skills to your veterinary team
- Effective communication is related to increased compliance, client and veterinarian satisfaction, client and staff retention, and decreased client complaints and medical errors.
- The human-animal bond drives the importance of enhancing communication between veterinary team and clients, who care about their animals more than ever.
- The concern for veterinary professional wellness urges colleagues to manage stress through effective and fulfilling interactions with clients and colleagues.
The focus of this workshop is on the first part of the clinical interview:
- Make a strong introduction
- Set a clear agenda
- Gather an accurate history
- Build client relationships
- Structure the interview
- Do the above in a timely manner
- Initiating the interview
- Setting an agenda
- Gathering information
- Structuring the interview
- Building relationship
- Conducting financial discussions
- Assessing quality of life
- Managing emotions
- Interacting with colleagues
Enhance your communication toolbox with 10 key skills:
Introduction Client perspective
Client agenda Empathy
Open-ended questions Non-verbal behaviors
Pause Logical structure
Reflective Listening Summary
How: This evidenced-based, interactive program uses best practices to teach communication in an experiential setting, where participants interview actor clients, receive individualized coaching and feedback from their peers and client, and reflect on a video-recording of their performance all in a small group setting (i.e. 1 coach and 5 peers).
To practice the communication skills you will:
- Interview clients
- Set and self-assess your communication learning goals
- Provide and receive peer feedback
- Review video-recording of your performance
“The value of communication in my career is huge and working on communication skills is as important as my medical and surgical skills, if not more so.”
“Listen to the client, let them speak, empathize with them, show them that you are listening and that you care.”
“To trust my instincts with how I am reading my clients. Now I have better skills or acknowledging emotions and building strong relationships.”
“Moving outside my comfort zone where most learning takes place. In pushing myself to feel uncomfortable, I improved in areas that I struggle.”
CE Credits: 15.5
This program was reviewed and approved by the AAVSB RACE program for 15.5 hours of continuing education. Participants should be aware that some boards have limitations on the number of hours accepted in certain categories and/or restrictions on certain methods of delivery of continuing education. Please contact the AAVSB RACE program if you have any comments/concerns regarding this program’s validity or relevancy to the veterinary profession.
Health Sciences Learning Center
750 Highland Avenue
Madison, WI 53705
It is a quick few blocks to walk to the workshop facilities from the Best Western Inn Towner. There will also be a hotel shuttle available for those who need it and in case of inclement weather.
Best Western Inn Towner
2424 University Avenue
Madison, WI 53726
A block of rooms at a reduced rate ($122/night plus tax) has been reserved for December 6-8 for workshop attendees. To receive this discounted rate call (608) 233-8778 on or before 11/7/2019 and use the room block code: Frank Communication.
Air Travel Information
There are several airport options to get to Madison:
Dane County Regional Airport: https://www.msnairport.com/
4000 International Lane, Madison, WI -- 608-246-3380
Drive time to conference location: 20 minutes
Complimentary shuttle for those booking lodging with The Best Western InnTowner
General Mitchell International Airport: http://www.mitchellairport.com/
5300 South Howell Ave, Milwaukee, WI, - 414-747-5330
Drive time to conference location: 1.75 hours
O’Hare International Airport: http://www.ohare.com/
10000 W O’Hare Ave, Chicago, IL - 800-832-6352
Drive time to conference location: 2.5 hours
Midway International Airport: http://www.ohare.com/
5700 S Cicero Ave, Chicago, IL - 773-838-0600
Drive time to conference location: 2.5 hours
Directions & Parking
Driving UW Madison Campus: http://www.map.wisc.edu/
Lots 60 and 82, both located approximately one block from the Health Sciences Learning Center (HLSC), has FREE parking available to the public on Saturday and Sunday, December 7 and 8, 2019.
Lot 60 is located on the corners of Marsh Drive/University Bay Drive and Marsh Drive/Walnut Street.
Lot 82 is located off from Highland Avenue (across from the UW Hospital & Clinics)
See map: https://d18c9d2xeej3h6.cloudfront.net/wp-content/uploads/sites/28/2018/08/18-19-Parking-Map.pdf