Taught Modules and Key Learning Objectives
Module 1
Managing your time and energy
• How to isolate aspects of your time management that are in need of improvement
• How to set long- and short-term goals to prioritise your workload
• How to save time in meetings and manage personal workflow
• How to use time-saving tools such as diaries and planners, filing systems and computers
Module 2
The business strategy and growth
• Understand current veterinary business trends and economics
• Understand practice philosophy and strategic direction
• How to use SWOT and PEST analysis in business planning
• How to separate the practice into Strategic Business Units (SBU’s)
Module 3
Practice organisation and resources
• Understand the practice in terms of "functional" business units
• How to organise the practice by ‘function’ to facilitate an overall business strategy
• How to organise staff, stock, equipment and resources effectively and profitably
• How to set goals for business functional areas
Module 4
Welfare and ethics
• The RCVS Guide to Professional Conduct and its application
• The role of veterinary practice in the broader context of society
• Animal welfare issues in general practice, in particular recognising the welfare state of an animal
• Inter-professional relationships 06 Personal performance, leadership and communication skills
• Review of personal communication and management skills through a personal audit
• Understand how individual thinking styles affect preferences and decision making
• Understand the interpersonal aspects of management using an emotional intelligence inventory
• Understand different leadership styles
• Develop simple coaching, feedback and negotiation skills
• How to recognise assertive, non-assertive and aggressive behaviour – verbal and non-verbal aspects
Finance – profit and performance
• Understand how turnover in practice is generated
• Understand the costs involved in delivering a service
• Analyse the ‘True Profitability’ of a practice
• Implement strategic profitability strategies
• Work with productivity ratios to monitor practice performance
• Set budgets and financial targets
• Improving practice performance
Module 5
Finance – profit and performance
• Understand how turnover in practice is generated
• Understand the costs involved in delivering a service
• Analyse the ‘True Profitability’ of a practice
• Implement strategic profitability strategies
• Work with productivity ratios to monitor practice performance
• Set budgets and financial targets
• Improving practice performance
Module 6
Recruitment and personnel management
• How to develop staff selection criteria
• How to conduct a structured and meaningful recruitment interview
• How to be aware of the pitfalls and biases of the selection interview
• How to develop and measure performance criteria that help you to achieve your practice goals
Module 7
Managing and motivating staff
• How to link performance to motivation and reward
• How to measure and improve job satisfaction
• How to structure an appraisal interview that is productive and motivational
• How to understand the elements of job motivation to achieve high performance and success
• How to give and receive feedback about performance
• How to deal with stress in the workplace
Module 8
Personal Performance, leadership and communication skills
• Review of personal communication and management skills through a personal audit.
• Understand how individual thinking styles affect preferences and decision making
• Understand the interpersonal aspects of management using an emotional intelligence inventory
• Understand different leadership styles
• Develop simple coaching, feedback and negotiation skills
• How to recognise assertive, non-assertive and aggressive behaviour - verbal and non-verbal aspects
Module 9
Client service skills and strategies
• Understand the key elements of quality customer service
• Current strengths and pitfalls in customer service delivery
• How to develop a ‘service attitude’ in the practice
• The importance of client communication and getting tangible results
• How to deal with difficult and stressed clients
Module 10
Marketing your business in a competitive market
• Attract and keep the customers you want
• Maximise the value of current clients
• Understand how to calculate the "lifetime value" of a customer
• Understand and create the practice unique competitive advantage
• Who is your "ideal" client and how to recognise them
• Effective use of preventative healthcare to market your practice
Module 11
Practice communication and promotion
• How to use branding and image to differentiate your practice
• How to use practice promotion strategies effectively
• How to create a coherent practice image and communication process
• How to implement a marketing plan and effectively use marketing tactics
Module 12
Legislation
• Awareness and application of H&S and COSHH in the veterinary context
• Other legislation affecting the veterinary profession, including pharmacy
• Consumer legislation relevant to veterinary practice |