2025 CE DAYTIME SESSIONS
EMPATHY AND COMPASSION: THE HUMAN CONNECTION TO CUSTOMER CARE
MANAGING EMOTIONS AND THRIVING UNDER PRESSURE
KEEPING YOUR HERD TOGETHER: STRATEGIES FOR RETAINING TOP VETERINARY TALENT Danielle Russ, LVT, BS, BA, AS 11:30 AM - 12:20 PM | Room 103 AB In today’s competitive veterinary landscape, retaining skilled team members is just as important as finding them. This session will explore proven strategies to boost employee satisfaction, reduce turnover, and create a workplace culture where veterinary professionals thrive. From career development opportunities to fostering a supportive environment, learn how to keep your team engaged, motivated, and committed for the long haul. P&L ANALYSIS: UNDERSTANDING THE STORY A veterinary hospital’s Profit & Loss (P&L) statement is more than just a financial document—it tells the story of your business. In this session, we’ll break down the key components of a P&L statement, demystify financial terminology, and broadly uncover how to analyze the numbers effectively. You'll learn how to identify trends, pinpoint areas of opportunity, and use data-driven insights to make strategic decisions that improve profitability. Whether you’re a practice owner, manager, or medical leader, this class will equip you with the confidence to interpret the basics behind your financials and drive sustainable growth. MAXIMIZING REVENUE: THE POWER OF ACT AND PROFITABILITY DRIVERS Amy Williams, MBA, CVPM 3:00 PM - 3:50 PM | Room 103 AB Increasing revenue isn’t just about seeing more patients—it’s about optimizing every client interaction. In this session, we’ll explore the key drivers of veterinary revenue, focusing BEHIND THE NUMBERS Amy Williams, MBA, CVPM 2:00 PM - 2:50 PM | Room 103 AB on Average Client Transaction (ACT) and strategies to enhance profitability without compromising patient care. Learn how to identify missed revenue opportunities, improve client communication, and implement small changes that lead to big financial gains. Whether you’re looking to fine-tune pricing strategies, improve compliance, or increase service uptake, this session will provide actionable insights to strengthen your hospital’s financial health. PROFIT BOOSTERS: SMARTER SPENDING FOR A STRONGER BOTTOM LINE Amy Williams, MBA, CVPM 4:30 PM - 5:20 PM | Room 103 AB Profitability isn’t just about increasing revenue—it’s about managing expenses strategically. In this session, we’ll break down the biggest cost drivers in veterinary practices and explore practical ways to reduce expenses without sacrificing patient care or team satisfaction. From inventory control and payroll management to vendor negotiations and operational efficiencies, you’ll learn how to optimize spending, eliminate waste, and improve your bottom line. Walk away with proven strategies to enhance financial stability while maintaining the quality of care your clients expect. ZAP NEGATIVITY AND IGNITE YOURSELF, YOUR In business, the rules of fair play are constantly changing, leaving many teams feeling drained. And when negativity creeps in, it becomes a trap that is easy to get caught in. Barbara will guide you out of that trap and show you proven techniques to create a rewarding and positive environment. She will take your audience on a laugh-filled, fast-paced, motivating journey that is custom tailored for your specific group. Your audience will discover the following: • How to build a solid foundation so you can succeed at work and at home • How to create a Get over it and get on with it attitude • How to avoid someone else’s emotional negativity • How to discover your enthusiasm and fuel it fire hot! LIFE, AND YOUR RESULTS Barbara Khozam, CSP, AS, CPXP 2:00 PM - 2:50 PM | Room 102
Barbara Khozam, CSP, AS, CPXP 3:00 PM - 3:50 PM | Room 102
Barbara Khozam, CSP, AS, CPXP 10:30 AM - 11:20 AM | Room 102
In this fast-paced, busy world of veterinary medicine, employees are efficient at processing people. Employees check pets and their parents in and get them ready for their appointment with lightning speed. However, the part that’s missing – the part that is the most meaningful to the pet parent – is the compassion component. When pet parents feel cared for, they are more patient, flexible, reasonable, understanding when problems arise, and they are less likely to file a grievance. And the best news of all is that empathy and compassion doesn’t take a lot of time. What it does take is presence with every patient every time to create an extraordinary and memorable experience. Areas covered: • Definition of Empathy, Sympathy and Compassion • Review typical objections to empathy • Discuss what a good day and bad day looks like for pet parents • Adopt tools to use empathy in your daily routine HOW TO BE A BETTER COMMUNICATOR Barbara Khozam, CSP, AS, CPXP 4:30 PM - 5:20 PM | Room 102 In this session, industry expert, Barbara Khozam, will help you understand and learn the interpersonal and communication skills you need to ensure mutual understanding when dealing with others. As a result you will maximize all your business interactions and achieve maximum results. This is a straight-forward communication class to help you become more successful. Studies have shown that people with good communication skills are more successful – in all areas of their life! Effective communication skills impact our professionalism and our chances for career advancement. For most people, however, tact and diplomacy don’t come naturally. It takes unique set of skills to truly hear what people are saying and to respond effectively – especially when you’re feeling challenged. Areas covered: • Understand how perception and image can impact others’ perception of you and your performance • Identify and remove the roadblocks to effective communication • Apply verbal and nonverbal techniques to build understanding • Get your point across with different personalities and situations SATURDAY, SEPTEMBER 27 _______________________________________ CREATING AND MAINTAINING A POSITIVE ONLINE BRAND Kati LeBreton 8:00 AM - 8:50 AM | Room 103 AB In the digital age, a veterinary clinic or professional's online reputation is just as important as the care provided in the exam room. This presentation, by seasoned digital marketing professional Kati Morse LeBreton, is designed to help veterinary professionals build a strong, authentic, and engaging online presence that attracts new clients, builds trust, and strengthens relationships with existing ones. This session will cover essential strategies tailored to the veterinary industry, including: defining your clinic’s unique brand identity, creating engaging and informative content, harnessing social media effectively, and building lasting relationships with clients. Whether you're a new clinic or looking to enhance an established presence, Kati will provide the insights and tools to elevate your online brand and grow your practice. HANDLING NEGATIVITY ONLINE Kati LeBreton 9:00 AM - 9:50 AM | Room 103 AB We live in a world where reviews, comments, and feedback are just a click away; and veterinary professionals are increasingly facing online negativity—from dissatisfied clients to the occasional public complaint. This session is a must-attend presentation for professionals looking to effectively manage online criticism and protect their reputation in a fast-paced, connected world. This session will provide practical strategies and communication techniques specifically tailored to the
All of us have experienced unwanted emotions at work – either with our coworkers, our boss, or ourselves. While having emotions is normal, it’s what we do with them that can lead to problems – with our relationships, our productivity and our well-being. This program will teach you a systematic process for developing emotional self-control. It will help you approach your life with more discipline and will help you learn how to make better choices. Areas covered: • Identify and control YOUR emotional hot buttons • Stop getting so worked up over little things • Stay centered in pressure situations • Stop avoiding conflict • Safe ways to blow off steam HOW TO DEAL WITH DIFFICULT CUSTOMERS Barbara Khozam, CSP, AS, CPXP 11:30 AM - 12:20 PM | Room 102 It’s easy to deliver exceptional service when people are nice. It’s a challenge when the customer is demanding, unreasonable and confrontational. This session is about communicating with people during the most challenging times. It is about avoiding conflict and controlling your triggers when it counts the most. Don’t let unmanaged conflict affect your relationships, waste your time, and/or create stress. While conflicts, disagreements and emotions are normal, problems can occur when they go unmanaged. If you find some difficult customers are easy to handle while others are not, or if you yearn for the right thing to say at the right moment, this session is for you. Studies have shown that if a difficult customer is dealt with quickly and efficiently, 90% of them become loyal and raving fans. In this session, you’ll learn: • Who benefits from dealing effectively with difficult customers • Recognize your own triggers and learn fast and easy strategies to control them • How to turn a complaint into an opportunity • What, exactly, to say to turn around 95% of difficult customers ROUNDIN' UP SUCCESS: MAXIMIZING VETERINARY TECHNICIAN UTILIZATION IN THE MODERN PRACTICE Danielle Russ, LVT, BS, BA, AS 8:00 AM - 8:50 AM | Room 103 AB Saddle up for success as we explore strategies to maximize the skills and efficiency of your veterinary technicians. This session will cover effective delegation, technician empowerment, and workflow optimization to enhance patient care and practice profitability. Whether you're in a small-town clinic or a high-volume hospital, learn how to round up the right processes to build a more productive and engaged team. FINDING THE RIGHT HERD: ACHIEVING OPTIMAL STAFFING RATIOS IN VETERINARY PRACTICE Danielle Russ, LVT, BS, BA, AS 9:00 AM - 9:50 AM | Room 103 AB Just like a well-balanced herd, the right staffing ratio is essential for a thriving veterinary practice. This session will explore strategies for determining ideal team sizes, optimizing workflow, and implementing efficient scheduling to prevent burnout while enhancing patient care and profitability. Learn how to assess your practice’s needs and build a team that works smarter, not harder, for long-term success. ROPING IN THE BEST: SMART STRATEGIES FOR Finding the right team members can feel like searching for a needle in a haystack—but with the right approach, you can attract top talent to your veterinary practice. This session will cover effective recruitment strategies, including employer branding, creative hiring tactics, and how to stand out in a competitive job market. Learn how to build a team that’s not just skilled but also aligned with your practice’s values and culture. VETERINARY RECRUITMENT Danielle Russ, LVT, BS, BA, AS 10:30 AM - 11:20 AM | Room 103 AB
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