Module One
Personal Development
By the end of this module, delegates should be able to demonstrate sufficient knowledge, understanding and implementation of various techniques including:
- Time management
- Self discipline
- Managing stress
- Sourcing and evaluating appropriate sources of information
- Project management
Module Two
Effective Communication
By the end of this module, delegates should be able to demonstrate a range of communication skills including:
- Assertiveness
- Thinking and communication styles
- Listening and questioning skills
- Format of a business letter
- Oral presentation including structure, use of visual aids, timing, style of delivery
- Presentation of data in appropriate form: use of graphs, charts and tables
- Structure of a report: summary, introduction, discussion, conclusion
- Written and telephone communication with clients and work colleagues
Module Three
Personnel Management I
By the end of this module, delegates should be able to satisfactorily perform a range of personnel management tasks including:
- Recruitment: preparation of job description, person specification, job advert, interview questions, selection criteria
Module Four
Personnel Management II
By the end of this module, delegates should have a good understanding of key areas of staff management including:
- Induction and training,
- Appraisal, motivation and teamwork
- Dealing with difficult staff
- Preparation of rotas and staff handbooks
- Personnel files and records
Module Five
Marketing I
The candidate should be able to demonstrate a knowledge of marketing principles and a range of marketing practices including:
- The 4 P's of marketing
- Segmentation, targeting and positioning
- Differentiation and branding
- Practice profile & promotion
- Practice literature
- Preventative Healthcare & nurse clinics
Module Six
Marketing II
By the end of this module, delegates should have a good understanding of these elements of client care and customer service:
- The role of the 'bonded' client
- The client journey
- Telephone techniques
- Reception and client care
- Dealing with difficult clients
- Merchandising and reception sales
- Reminders and reactivation
- Promotional events, client evenings, PR and web marketing
Module Seven
Finance
By the end of this module candidates should be able to demonstrate an understanding of the management of finances within a veterinary practice, including:
- Management accounts - preparation and use
- Financial control and asset management
- Costing and budgeting
- Pricing including mark-up, margin and discounts
- Salaries, tax and National Insurance
Module Eight
Statutory and Ethical Requirements
By the end of the module, the candidate should be able to demonstrate an understanding of the ethical requirements of the veterinary practice including:
- RCVS Code of Conduct
- Medicines legislation: drug stock levels, drug storage, drug sales
- Health & Safety
- FSA and pet insurance
- Waste disposal
- Employment law: contracts, PAYE, maternity leave/pay, sick leave/pay, grievance and disciplinary procedures
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