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Your Practice Fitness Program A unique approach to ensuring wellness and profitability in your practice

CRAMPTON

CONSULTING GROUP

T (07) 3289 1900 F (07) 3289 2005 W www.avnrc.com.au E enquiries@avnrc.com.au P Skeldale House, 14 Main St. (PO Box 10 ) Samford Q. 4520 A member of the Provet Group of Companies.


OUR TEAM OUR PROMISE Mark Hardwick Serving more than 15 years in the field of training and communication, Mark has motivated and inspired many to achieve personal and professional goals. Previously facilitating a national youth unemployment group called ‘Breaking The Cycle’, Mark specialises in improving the communication skills of people of all ages. Serving the veterinary industry for many years, his primary role at the Animal Industries Resource Centre is that of General Manager, but as is his passion, Mark continues to consult with and train, veterinary nurses, veterinarians, practice managers and industry bodies. An accredited DISC trainer and CCG Consultant, Mark is committed to support and guide clients to achieve excellence in communication and professional practice. Sue Crampton Sue graduated in the UK as a veterinary nurse in 1982 and after working in the USA and Hong Kong as a veterinary nurse, settled in Australia. Sue worked in a variety of mixed practices before forming the Australian Veterinary Nurse Resource Centre with her partner Mark. Sue has a Bachelor of Business, majoring in marketing and human resources, and is acknowledged as a leading speaker, trainer and consultant across Australasia. Sue predominantly trains and coaches in the areas of strategic planning and visioning, communication, customer service, staff management and practice development. Sue is an accredited DISC trainer and is the Human Resource Manager for the Provet Group of Companies. Janine Temple With more than 18 years in the veterinary industry, Janine is an innovative professional with extensive experience working with people and technology to deliver quality business solutions. Janine has gained broad knowledge in areas such as business management, leadership, coaching, sales, marketing, and human resources and is passionate about motivating and inspiring people with her consultative leadership and management style. Janine’s passion for innovation and excellence has been enhanced by her experience and her formal qualifications. Janine holds a Bachelor in Business majoring in Marketing & Human Resources and is an accredited DISC trainer. Tania Small Based in Hong Kong, Tania’s role as consultant sees her developing, training and working with a variety of practices across Asia. Tania has worked in the animal care field for more than 15 years—including veterinary nursing (general practice and emergency), animal management, welfare and behavioural training. Passionate about the animal care industry and the people working in it, Tania is currently undertaking a Bachelor of Science majoring in Psychology through the University of Southern Queensland and is an accredited DISC trainer. Rosie Overfield Rosie has worked with CCG since 2004 and holds a qualification in veterinary nursing, workplace training and assessment and is an accredited DISC trainer. With previous training and experience in NLP, communication and journalism, Rosie’s passion is working with individuals and practices to develop communications, customer care, human resources, and personal and professional development goals. Rosie is currently undertaking a Diploma of Professional Counselling specialising in Grief and Workplace Counselling to provide support and consultation to colleagues and veterinary industry personnel. Carole Harvey-Stephenson Carole has worked with the AIRC and CCG since 2001 as the resident technical advisor with the primary role of presenting workshops and lectures on a variety of in-depth nursing topics throughout Australia and oversees. Carole holds a UK nursing qualification and an Australian Diploma in Emergency and Critical Care. Additionally, Carole also holds the Veterinary Technician qualification from the United States and is one of only a few in Australia to hold such distinction. Carole remains hands-on in the industry working full-time at a Brisbane Veterinary Specialist and Emergency Centre.

We know the value of an exceptional team... we know also that our team is the secret ... as is yours. Our promise is to deliver industry training and consulting services second to none and to practice what we preach.

Helen Power Helen has been veterinary nursing since 1982 and gained her first qualification in 1984. She has been continually employed in small animal practice and currently practices on the mid-north coast of NSW. Helen has worked with AIRC and CCG since 2001 and focuses her time to deliver CCG in-practice training programs and implementation strategies for achieving excellence. Helen also acts as Personal Training Consultant to over 40 nurses in New South Wales and is the current chair of NSW Industry Advisory Committee and chair of National Industry Advisory Group for Veterinary Nursing. Michelle Storay Since joining AIRC/CCG in 2001, Michelle has trained and coached veterinary nurses across Australia and Asia. Her experience and skill in emergency and critical care, dermatology and anaesthesia ensures outstanding results for CCG clients and their practice staff. Michelle qualified as a veterinary nurse in 1984 and holds the current Diploma of Veterinary Nursing in Emergency and Critical Care. Deb Butler Deb holds a Diploma of Veterinary Nursing (Emergency and Critical Care) and has been a registered veterinary nurse since 1989. Her experience and knowledge as a technical nurse continues to confirm AIRC/CCG as an industry leader in technical nurse training. Deb continues to act as Nursing Coordinator in a 24 hour facility in Western Australia, a role which ensures her continuing excellence in communication and people management skills. Jasmine Feeney Jasmine holds a Diploma of Veterinary Nursing (Emergency and Critical Care) and has gained extensive technical experience throughout her years as Head of Nursing at the Sydney University Teaching Hospital. Now based in Canberra, Jasmine also holds the title of Accredited Nurse through the VNCA and delivers technical nurse training on behalf of AIRC/CCG. Jasmine has a special interest in intensive care nursing and oncology. Alix Pollock Alix is an exceptional workplace trainer and assessor and technical consultant who graduated in the UK as a qualified RCVS veterinary nurse. She brings a wealth of knowledge to both students and practices alike with nursing experience from over 15 years in mixed practices in Wales, England and Australia. Alix has a keen interest in avian and exotic medicine and is committed to developing excellence in the animal care industry. Amanda Peters With over 15 years experience in the veterinary industry, Amanda joined Crampton Consulting Group in 2008. Graduating as a veterinary nurse in 1994, Amanda has since developed her passion for practice and business management. Her skills in this area have seen her excel as a sales representative, practice management software trainer and as a Practice Manager of a multi-branch mixed practice in rural Queensland. Amanda is currently completing her Diploma in Practice Management (Veterinary) and her love of technology means CCG clients can now benefit from her expertise in data analysis and interpretation to achieve business success.

PRACTICE FITNESS INDEX

PRACTICE FITNESS HEALTH CHECK

p4

An invaluable assessment of your business - right now... Includes reports, outcomes and recommendations.

PRACTICE FITNESS PROGRAMS

p5

CCG become your professional coach - taking you where you want to be...

Mystery shopping & staff and client surveys

Measuring your practice through the eyes of your stakeholders

OHS support

Protecting your practice

Documentation & practice systems implementation Planning to succeed

Practice planning & business systems Helping your practice grow to new levels

Human resource systems & solutions Managing your best asset

PRACTICE FITNESS TRAINING

p7

Design your own practice training needs... Just what YOU need ... from technical nurse training to improving people skills

STAYING FIT

p8

Develop career plans and advancement strategies... Retain and reward your valuable staff

APPENDICES

p9

Practice training and development systems in detail

FAXBACK

p11

Expression of interest / response form

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PRACTICE FITNESS HEALTH CHECKS

PRACTICE FITNESS PROGRAMS

A health check-up for your practice ...

‘in the know’ - with your business, your staff and clients.

PRACTICE FITNESS HEALTH CHECKS

Concentrating on the things that create business success, CCG become your professional coach in delivering this exceptional practice development program. Your practice may choose a single development session, whereas another may require a comprehensive twelve month program encompassing their specific practice development needs. Components therefore can be undertaken individually OR as a package, tailored to suit your individual needs...

Crampton Consulting Group’s Practice Fitness Health Checks provide your practice with a snapshot of the effectiveness of your standards, systems, staffing and processes. It assists you to understand your current situation. The health check analysis looks at specific operational systems relating to client care, patient care, staff systems, training needs, marketing programs and the various other services you may require. During this time, CCG will gather information via structured analysis, allowing us to then work effectively with the practice team to ensure implementation of any coaching or development program you choose.

HEALTH CHECK OPTIONS

Crampton Consulting Group have a number of health check audits and options to help you establish a clear vision and direction for your practice. Ranging from online to several days in your practice, the Practice Fitness Health Checks analyse your initiatives and provide you with a report and recommendations based on the information collated. You may elect to commence a business plan template with CCG (using Maus MasterPlan Professional V8) as an additional option. Your Practice Fitness Health Check also includes a number of evaluation and information gathering strategies such as MPV benchmarking surveys, data collection/extraction from your practice database, staff and client surveys and financial analysis.

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Mystery Shopping is a comprehensive program designed to identify the strengths, weaknesses and opportunities when dealing with clients. The process is proven to improve customer service performance in the veterinary practice. As a component of the program, trained personnel will conduct multiple contacts with your practice. These contacts are conducted with total anonymity and confidentiality, as for example, it could be that elderly gentleman enquiring about nutrition for his beloved cat ... Key areas of your customer service delivery will be measured such as: • How clients are greeted • Product knowledge of staff • Questioning and sales techniques utilized by staff

PRACTICE FITNESS COACHING

We know that implementation can be the hardest component of change. That’s why Crampton Consulting Group has developed a specific coaching cycle to interlink with your business plan and specific needs. Our Practice Fitness Coaching Program covers five main areas - human resources, marketing, operational systems, business and KPI monitoring and training and support events in your practice. CCG provides you and your management team with quarterly projects, success-evaluation strategies, implementation calendars and your Coach liaises with you regularly through phone, email and online forums. Our 12-18 month program ensures your business plan is developed and implemented through ongoing financial analysis, mystery shopper programs, staff and client surveys and external professional workshops.

The practice then receives a report enabling you to review your customer service standards and benefit from the results. You are able to see what you do well, what areas you can improve, and learn what clients really think about the services you offer. This is valuable information enabling you to focus on quality customer service for your valued clients as well as ensuring the practice develops and grows in the years ahead. 2

EXAMPLE AREAS ANALYSED STRATEGIC VISION, GOALS & OBJECTIVES

PRACTICE SALES & ACTIVITIES

HR MANAGEMENT • Recruitment and selection systems • Induction and orientation systems • Performance management systems • Staff policies and procedures • General staff systems

MARKETING & MERCHANDISING SYSTEMS

STAFF TRAINING & EDUCATION • Qualifications • Training needs analysis • Internal staff competency levels • Technical training • Customer service training • Other

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OHS SYSTEMS

MYSTERY SHOPPING

STAFF & CLIENT SURVEYS Learning what is most important to your team and your clients is critical for business success. After all, acquiring new clients and employees is 10 times more difficult and expensive than retaining existing ones. CCG offer a unique online client and staff survey program which will assist your practice in pursuing greatness and increasing feedback frequency. We strongly believe that all performance, perceptions, and employee and customer information can and should be measured. Designed for the small or large practice in mind, our online surveys allow for complete customisation of questions and data collection. Our Practice Fitness consultants will support you to effectively utilise the information gained and implement strategies for growth and change.

BENCHMARKING & DATA ANALYSIS CUSTOMER SERVICE SYSTEMS • Customer service plan • Customer service training MANAGEMENT PLANNING AND IMPLEMENTATION SYSTEMS

‘After inviting CCG to assist us with training, improving practice systems and mystery shopping, we were astounded by the inconsistencies discovered in our products and in our services to clients... Crampton Consulting quickly prepared a package to remedy the situation, including face to face training with workbooks and group discussions in our clinic. The training was great, but more rewarding is our improved approach to customer service and greatly improved profit results. We’re now ready to develop a follow-up package with CCG ‘ Elizabeth Parrague - Gladesville Veterinary Hospital

COMPLETE PRACTICE SYSTEMS ANALYSIS

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Continues over /


Centre Consulting Group

CRAMPTON

PRACTICE FITNESS TRAINING

PRACTICE FITNESS PROGRAMS

CONSULTING GROUP

The Practice Fitness Program also includes the following valuable business building services ...

Training designed by you ... for you ...

Design your own practice training 3

Choose what YOU need ... from technical nurse training to improving people skills. Speak to a CCG Consultant about additional topics or programs in personal and professional excellence.

OHS SUPPORT PACKAGE

This segment of the program offers comprehensive policies, procedures, checklists and OHS templates to assist you in protecting your practice and your staff. 4

DOCUMENTATION & PRACTICE SYSTEMS IMPLEMENTATION

In any industry, documentation and implementation of policies and procedures can be a challenging task. In conjunction with Provet IT, CCG has developed a software program called the Document Management System (DMS). With more than one hundred policies and procedures, and road tested by 200 veterinarians across Australasia, the DMS ensures you save time and space. Combined with our key practice fitness coaches, we work closely with you to establish: • Implementation of policies and procedures • Implementation of staff management processes • Implementation of training processes to ensure staff understand 5

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Our extensive involvement in the veterinary industry over the past ten years means that we know just what is required when it comes to training your team. We know every practice is different, so our comprehensive suite of training options can be customized to suit your practice needs. You can design your own customer service training sessions that can be delivered to incorporate all or just your nominated veterinary nurses and reception staff, and it will be streamlined to your current practice policies and procedures. These sessions are designed to ensure the learning can be applied to the workplace and immediately implemented. The skills and techniques learned allow the employees to achieve success in these skills before taking on a new set of techniques and information. For practices that seek an annual training plan the sessions can be linked, building on the participant’s knowledge each step of the way.

PRACTICE PLANNING & BUSINESS SYSTEMS

Understanding the culture, vision and values of any veterinary practice is becoming a necessary factor in practice success. To facilitate this, CCG professionals and key specialists work closely with your practice team to establish: • Leadership development • Team development • Strategic business planning • Marketing planning • Financial planning • Performance analysis 6

HUMAN RESOURCE SYSTEMS & SOLUTIONS

CCG offer exceptional and comprehensive systems in the area of staff management, and valuable on-site support in designing and implementing the following key aspects of staff management and development: • Career mapping and remuneration charting • Recruitment and selection systems • Induction and orientation systems • Performance management • Staff policies and procedures • General staff systems • Provision of staff materials (job descriptions and reviews) • Provision of nominated policies and procedures • Design of specific staff competencies, training processes and an annual training plan • Coaching of nominated personnel in staff processes

“I engaged Sue Crampton of Crampton Consulting Group to perform a practice audit and facilitate the development of a strategic plan for our practice. Sue had been highly recommended to me. I have been involved in developing several strategic plans, both for our own practice and other organisations with which I am involved, including the Australian College of Veterinary Scientists. I can honestly say that Sue is up there with the best of the facilitators I have worked with. Her experience within the veterinary profession is an asset and the practice audit provided additional useful information for improvement. Her programme was well prepared and structured. The documentation we received as a record of the plan was thorough, well presented and easy to follow for step wise implementation. It was an extremely valuable process which we will definitely repeat in the future.” Stuart Burrough, Director, The Vet Centre Marlborough Ltd. President, Australian College of Veterinary Scientists.

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SPECIALISED CUSTOMER SERVICE TRAINING PROGRAMS / IN-PRACTICE

Session A: Planning and setting standards in client care Session B: Practical product knowledge systems Session C: Educate your clients through professional customer service Session D: The power of the telephone Session E: Managing difficult clients Session F: Communicating with confidence Session G: The Ultimate Veterinary Receptionist 2

For complete session details turn to page 9 or call CCG 07 3289 1900

SPECIALISED CLINICAL THINKING VETERINARY NURSING AND TECHNICAL TRAINING PROGRAMS / IN-PRACTICE

Design your own technical training sessions that can be delivered to incorporate all or nominated veterinary staff. These sessions will be aligned to your practice policies and procedures ensuring excellence in patient care: Session A: Clinical pathology Session B: General medical nursing Session C: Surgical nursing – Theatre preparation and nursing techniques Session D: Surgical nursing – Practical anaesthesia for the Veterinary Nurse Session E: Emergency first aid Session F: Nursing consultation models 3

SPECIALISED MANAGEMENT TRAINING PROGRAMS / IN-PRACTICE

Design your own management training sessions which can include your entire team or be tailored to senior nursing staff and Veterinarians: Session A: Team development & behavioural profiling Session B: Supervisory and leadership skills Session C: Staff development tactics (coaching, mentoring and management) Session D: Occupational Health & Safety Session E: Training tips for the veterinary practice Tailor-made programs are available in a variety of additional areas. Check our website for online services, products and training to suit your needs. www.avnrc.com.au

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STAYING FIT Retain and reward your valuable staff ...

Your training, in detail ...

Develop career plans and advancement strategies

Specialised customer service training programs

Taking you to where you want to be ...

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CAREER/REMUNERATION MAPPING

CCG have been working closely with many practices to achieve stability with staff. Commencing with a career and aligned remuneration chart, we work with you to develop a working template to position your practice, coach and train your staff and to recruit and retain valuable staff enabling you to meet your practice objectives.

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VETERINARY NURSING QUALIFICATIONS

We offer your practice a comprehensive training plan linked into veterinary nursing qualifications ranging from Certificate I in Animal Studies through to Certificate IV in Veterinary Nursing. Additionally, we cater for postgraduate studies with the Diploma in Veterinary Nursing, Veterinary Nursing Technician, Veterinary Nursing Manager and other nationally accredited and non-accredited training.

TRAINING NEEDS ANALYSIS AND “SNAPSHOT” SKILLS ASSESSMENT

All staff can undergo a comprehensive training needs analysis to ascertain their specific training needs for the year, thus ensuring appropriate and targeted training to meet your budget and practice requirements. • Veterinary Nursing Consultation systems • Practice With Confidence interactive workshop series • Internal practice specific competency levels and standards

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MANAGEMENT & TRAINING QUALIFICATIONS

We offer advanced management and training qualifications to support senior personnel in the veterinary practice. These include Certificate IV in Frontline Management and Certificate IV in Training and Assessment. These nationally recognised qualifications can be studied in full or alternatively, students can elect to focus on individual units or skill set clusters.

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APPENDICES

ONLINE SKILLSHOTS

Discover how you can add value to your resume, upskill your team or reach your career goals with Crampton Consulting Group’s SkillShot online programs. Specifically designed with flexibility in mind, these personal and professional development courses equip you with the knowledge and skills to increase employability, expand business services and impact the bottom line. For the full suite of SkillShot courses visit www.avnrc.com.au/skillshots/index.html

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Session A: Planning and setting standards in client care Today’s customer is challenging ... Today’s customer is also time conscious and has expectations about how they will be provided with service. That customer also knows they have choices ... This training helps you to examine the basics of your business by analysing resources such as staff confidence and competentcy in the key aspects of client care. Ensure your customers get the best from you and your team and learn how to capture lost opportunities with practical techniques to improve your bottom-line and keep your customers. You will learn how to develop and implement customer service standards in your business and ensure your business has a point of difference from your competitors. In this training we focus heavily on creating customer service systems to support your staff whether their dealings are direct or indirect with the client. Customer service is about standards and in this session you will learn to meet and exceed your clients expectations... Session B: Practical product knowledge systems Recognising the categories of your veterinary products and understanding the importance of product knowledge within these categories is a vital component of your business. By capitalising on every opportunity presented to the practice and working with product scripts and specific information you will enjoy visible sales growth. We will ensure your staff have confidence and competence in vital aspects of product knowledge in alignment with your practice recommendations. Areas such as vaccination, heartworm, flea control and nutrition are all areas that need consistency within any practice. You will learn how to: • Develop features and benefits of your product range • Develop and implement product protocols and scripts • Develop and enhance your communication skills Session C: Educate your clients through professional customer service The solution approach to client services recognises that veterinary practices are businesses. Their ability to generate sales and build long-term relationships with clients is a must for practices to remain in business. The ability to consistently do this requires skill and in this session we will take you and your team through a process designed to build a platform of trust with your clients, thus gaining commitment to your products and services. Customers enjoy dealing with credible professionals and this training addresses the skills and techniques required by practice staff to successfully wear the ‘client education’ hat. Education of clients on responsible pet ownership requires practice staff to sell products and covers the following areas and learning objectives: You will learn how to: • Greet clients and identify their needs • Confidently present the product or service • Solve any concerns or objections • Gain client trust and satisfaction

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Session D: The power of the telephone It is broadly accepted that approximately 80% of clients make their first contact with a veterinary practice via the telephone. This means that the telephone skills and techniques of the practice staff need to be of a very high standard to enable ‘excellence in client care’ to be delivered. This training challenges the practice in the area of telephone systems and introduces the concept of standards, providing specific tools in which to develop systems and standards and train staff in the highest level of telephone skill. The training also establishes a set of non-negotiable standards, techniques and tips on communication which are unfolded and explored. Understanding the difference between telephone contact and personal contact is a corner-stone of customer service and in this training, you are provided with valuable techniques to ensure sales and clients are not lost. You will learn how to: • Undertake an effective telephone answering process • Utilize questioning techniques to gain client clarity • Actively listen to clients wants and needs and be able to deliver them • Design your own telephone standards for your practice Session E: Managing difficult clients Every practice has its share of difficult clients ... some are simply misunderstood or perhaps not acknowledged to their satisfaction. In this very popular session, time is spent on effective conflict resolution practices. It is important for staff to understand that these clients have a greater potential to become long- term loyal customers when handled correctly. This training demonstrates to staff how to ensure customer’s grievances are dealt with in a positive and proactive manner. When managed well, it is often the converted ‘difficult client’ who becomes your practice’s best advocate. Make sure your practice staff have the knowledge and skills to take your practice’s customer service to the next level... This training examines the following areas: • Main areas of client complaints • Conflict resolution skills • Personal qualities and language that assists resolution • Why we want them to complain • Words that make a difference Session F: Communicating with confidence Effective communication is integral to every part of our life. It is the instrument we use to make connections with people. And yet what happens ... we often get it so wrong ! The result is ineffective business communication which has expensive consequences affecting your bottom line, your team morale and your clients. Through fun activities and interactive processes, participants learn how to speak to be heard. How to reduce conflict and yet express truth. How to listen effectively and clarify the message every time! Communicating confidently makes a difference to relationships, it diffuses conflict and most importantly improves the bottom line. We can design this session to meet the specific needs of your practice, and as accredited D.I.S.C


Centre Consulting Group

CRAMPTON

PLEASE TELL ME MORE / FAXBACK Specialised Clinical Thinking Veterinary Nursing and technical training programs

Specialised management training programs

trainers, we can integrate comprehensive models into your training. Session A: Clinical pathology

Session A: Team development and behavioral profiling

This one day training and coaching session is designed to provide your professional nursing team with key competencies and confidence in fundamental clinical pathology techniques such as total protein, PCV, blood smears, faecal tests, urinalysis and use and care of microscopes. During this session we will focus on the importance of such tests and how to apply anticipatory nursing skills within the practice team.

A key success factor in any veterinary practice, is the practice culture and team alignment. By utilising behavioural profiling, fun activities and interactive processes, participants learn how to work effectively together as a team, how to maximise their communications, how to reduce conflict and yet express truth, and listen effectively every time. Communicating confidently makes a difference to relationships, diffuses conflict and most importantly improves the bottom line.

Session B: General medical nursing This one day training and coaching session provides your nursing team with key competencies and confidence in patient care techniques such as how to maximize the nursing rounds, in-patient observations, intravenous and urinary catheterisation techniques and fluid therapy (including blood products). During this session we will work with a variety of different patient care techniques, ensuring you can apply anticipatory nursing skills within the practice team. Session C: Surgical nursing Theatre preparation and nursing techniques This one day session provides your professional nursing team with key competencies and confidence in non-routine theatre preparation, care and maintenance of theatre equipment and drapery, care, maintenance and use of anaesthetic circuits, correct use, care and understanding of patient monitoring devices. Session D: Surgical nursing Practical anaesthesia for the veterinary nurse This one day session provides your nursing team with key competencies and confidence in surgical patient positioning and preparation, understanding pre-medication and anaesthetic agents, monitoring of the anaesthetised patient, dealing with anaesthetic emergencies and emergency box/cart content. Session E: Emergency first aid This one day session provides your professional nursing team with key competencies and confidence in telephone advice and first aid procedures for the client, patient examinations and triage, first aid nursing procedures, understanding the nature of emergencies such as poisoning, haemorrhage, dyspnoea, major trauma’s, understanding CPR techniques and associated drug use. Session F: Nursing consultation models There are a variety of nursing consultation models that can be tailored to suit the specific needs for any veterinary practice. This popular global trend has seen many practices expand and advance their client services to include this valuable service and ensure client compliance and excellence in patient care. It is important that focus remains on the main areas of consistency, competency, confidence and client communication whilst establishing a practice system that will support the development and evolution of these methods. You can utilise any of the models or an adaptation and combination of any of them to suit your specific needs. • Admission and discharge procedures • Nursing consults (general animal health care advice) • Nursing consults (advanced nursing care) • Consulting support nurse

CONSULTING GROUP

Simply tick the services of interest to you, fill in your practice details and fax back to 07 3289 2005. A representative of Crampton Consulting Group will then contact you to discuss your practice needs.

PRACTICE FITNESS CHECK-UP An invaluable assessment of your business - right now Includes reports, outcomes and recommendations.

We can design this session to meet the specific needs of your practice, and as accredited D.I.S.C trainers can integrate comprehensive models into your training.

PRACTICE FITNESS PROGRAMS

Session B: Supervisory and leadership skills

CCG become your professional coach - taking you where you want to be

Practices that have highly effective and well-trained managers and supervisors will benefit through improved efficiencies, increased productivity, reduced operating costs and increased profits.

Consumer Profiling & Mystery Shopping

Measuring your practice through the eyes of your stakeholders

OHS Support

This session builds an understanding of the management and supervisory role in meeting overall practice objectives whilst enhancing the spirit of teamwork and mutual support required to achieve team goals. Participants can expect to: • Enhance leadership capabilities • Improve delegation skills • Develop communication skills • Apply the key actions to improve productivity • Increase self confidence • Improve time management • Become better decision makers

Protecting your practice

Practice planning & business systems Plan to succeed

Practice systems implementation Helping your practice grow to new levels

Human resource systems & solutions Managing your best asset

Session C: Staff development tactics (coaching, mentoring and management)

PRACTICE FITNESS TRAINING

The program is aimed at improving communication and feedback between staff and their supervisors. We recognize that a number of managers and supervisors have formal and informal systems of feedback and communication in place and we will work with you to streamline and effectively implement valuable systems to maximise staff development and productivity. We will work with you to build a culture of standards, excellence, motivation and innovation.

Design your own practice training needs Just what YOU need ... from technical nurse training to improving people skills

STAYING FIT

Session D: Occupational Health & Safety

Develop career plans and advancement strategies

Occupational Health and Safety is important to all practices. Whether it be specific training programs or a comprehensive OHS manual, we can provide relevant and meaningful systems for you and your staff.

Retain and reward your valuable staff

Benefit from industry specific topics such as zoonosis, manual handling, risk management, identification and handling of hazards and understanding OHS legislation.

Please circle: Dr / Mr / Mrs. / Ms

Session E: Training tips for the veterinary practice

Practice name and address: ..........................................................................................................................................................................................................................................

Develop your own practice training programs by understanding the how’s, why’s and what’s of training. This program is designed to give you a systematic approach to:

................................................................................................................................................................................................................................................................................................ Your position: ...................................................................................................................................................................................................................................................................

• Setting training standards • Preparing training systems for the team • Conducting training sessions • Keeping training records for the practice and personnel

Phone : .........................................................Fax...................................................................Email................................................................................................................................

A member of the Provet Group of Companies.

Crampton Consulting will work with you, your managers and key supervisors to implement effective and long lasting training systems for your practice.

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Your name: ...................................................................................................................................................................................................

T

(07) 3289 1900

F

(07) 3289 2005

W www.avnrc.com.au E enquiries@avnrc.com.au P Skeldale House, 14 Main St. (PO Box 10 ) Samford Q. 4520.


CRAMPTON

CONSULTING GROUP

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