CE DAYTIME SESSIONS
is influenced by the orchestration between staff movements and actions, how to optimize our exam room nonverbal (and verbal) communications, and ends with a brief overview of the neuroscience of online and virtual client communications. • Review basic neurochemistry of interpersonal communications and environmental signals in a veterinary practice environment and how this impacts acceptance and adherence to medical recommendations; • Attributes and key trends of Millenial and Gen Y veterinary clients and how to better communicate with these younger pet owners. Sponsor: THE NEUROSCIENCE OF SUCCESS: HOW TO ATTRACT AND RETAIN GREAT CLIENTS AND STAFF AND GROW YOUR PRACTICE – PART 2 Ernie Ward, DVM, CVFT 9:00 AM - 9:50 AM | Room 203 B Continuation of 8:00 am Session. Overview of neurolinguistics and how changing our words and nonverbal communications can improve client compliance. How understanding the neurochemistry between veterinary professionals and clients can lead to better outcomes. Motivation tips for veterinary team leaders. Sponsor: HOW TO GET YOUR BOSS TO LISTEN TO YOU: SHARING IDEAS, NEGOTIATING TERMS, AND CIVIL CONFRONTATION Ernie Ward, DVM, CVFT 10:30 AM - 11:20 AM | Room 203 B Have you ever had an idea or suggestion that you felt your boss ignored or refused to listen to? Do you struggle bringing up workplace issues with your manager because you feel nothing will happen? Do you panic at the prospect of asking for a raise or time off? Do conversations with your coworkers or bosses escalate into arguments? If so, you’re not alone. There’s also a lot you can do to make sure your boss takes your ideas and your teammates remain civil and courteous. Join Dr. Ernie Ward as he shares his best advice and strategies for handling difficult conversations with your supervisors or coworkers in this insightful and inspiring presentation. Dr. Ward teaches you how to bring up work ideas to a reluctant boss, how to negotiate with management, tips to keep tempers cool when talking with hot- headed coworkers, and much more. Sponsor: ACCIDENTAL PET CARE SHAMING: ARE OUR ACTIONS INADVERTENTLY DISCOURAGING PET OWNERS OR CREATING ANGRY CLIENTS? Ernie Ward, DVM, CVFT 11:30 AM - 12:20 PM | Room 203 B Our days are filled serving a diversity of pet owners who desire a wide spectrum of pet care. Because our clientele typically spans a wide socioeconomic stratum, veterinarians may encounter clients who treat their pet in a manner we find inconsistent with our personal ideals and experiences. Veterinary professionals may believe a client cares too little – or too much – than our preconceived notions of an appropriate level of pet care. These judgments, right or wrong, may affect our interactions with clients and lead to biases in both our medical expertise and professional communication. Are these personal appraisals leading to “pet care shaming” within our veterinary clinics? Do our clients feel judged by veterinary personnel? Is this fear of judgment causing pet owners to avoid seeking veterinary care and creating distrust of our profession? Are we causing the public to become angry with us due to subtle expressions, thoughts, or actions? Dr. Ward explores these very real veterinary practice challenges in this provocative and solution-oriented session. Sponsor: WHY INVESTING IN TEAM CHEMISTRY MAKES $ENSE Kim Garling, CVPM 2:00 PM - 2:50 PM | Room 203 A There are few things that can impact your practice culture, revenue, and productivity more than communication. How well your team communicates will determine your practice’s success. When the team (the whole team) learns to effectively communicate with each other, they will work together more efficiently and effectively. When they learn to speak a “client’s
unique aspects of anatomy and physiology in certain taxa, lack of reference ranges for ocular parameters, and the challenges associated with treating exotic animals. This lecture will discuss specific cases with regards to diagnosis, treatment, and outcomes in a number of species across multiple taxa. A PRIMER ON PRIMATES: AN INTRODUCTION TO NONHUMAN PRIMATE MEDICINE James Kusmierczyk, VMD 10:00 AM - 10:50 AM | Room 202 D This lecture will serve as a basic introduction to nonhuman primate medicine. Topics covered will include taxonomy, brief highlights of anatomical and physiological differences, anesthesia, diagnostics, common diseases, and treatments. DISEASES OF THE DIGESTIVE SYSTEM IN EXOTIC FELIDS James Kusmierczyk, VMD 11:00 AM - 11:50 AM | Room 202 D Oral and gastrointestinal disease are a common cause of morbidity and mortality in exotic felids. This lecture will look at some of the more frequently encountered causes including infectious, parasitic, non-infectious, and neoplastic etiologies with insights from specific cases. PRACTICE MANAGEMENT/ OFFICE PERSONNEL In today’s competitive environment, how do you recruit team members? Learn to take proactive, effective steps to maximize your applicant pool and increase your odds of a successful hire. Learn: • best practices for recruitment advertising; • a recruiter’s tips on prospecting applicants; • recruitment best practices that improve hiring. HIRING YOUR BEST TEAM; HIRING BEST PRACTICES Karen Parker, DVM 9:00 AM - 9:50 AM | Room 203 A Learn best practices to navigate the interview process and increase the odds of getting your best candidate to accept your offer. ONBOARDING BEST PRACTICES Karen Parker, DVM 10:30 AM - 11:20 AM | Room 203 A The first days and weeks are critical for a new hire. Learn best practices to welcome a new team member to: • Integrate the team member into your practice culture; • Support a smooth training and integration process; • Encourage positive relationships with other team members; • Define and initiate the training process. USE TRAINING TO GET YOUR DREAM TEAM Karen Parker, DVM 11:30 AM - 12:20 PM | Room 203 A Shadowing, courses, quizzes – how do you set up a training system that improves skills and performance? Learn to integrate your HR practices and create an accountable training system, one that focuses on those skills you most need your team to learn. FRIDAY, SEPTEMBER 23 RECRUITING YOUR BEST TEAM Karen Parker, DVM 8:00 AM - 8:50 AM | Room 203 A THE NEUROSCIENCE OF SUCCESS: HOW TO ATTRACT AND RETAIN GREAT CLIENTS AND STAFF AND GROW YOUR PRACTICE – PART 1 Ernie Ward, DVM, CVFT 8:00 AM - 8:50 AM | Room 203 B Regardless of how much your veterinary clinic has been affected by the COVID-19 pandemic, you still need to focus on providing the best client experiences to grow. Have you considered how cutting-edge neuroscience principles can help you create exceptional client experiences? In this exciting presentation, Dr. Ward begins with “Parking Lot Neuroscience” (an explanation of why “curb appeal” and exterior environments exert a huge influence overall client satisfaction), moves to the neurochemistry between veterinary professionals and clients (why we “click” with some and how we can increase our chances of positive interactions), a bit on appointment workflow strategies and how the subconscious
SATURDAY, SEPTEMBER 24 REPTILES: THE BASICS – TECHNIQUES, TIPS AND TRICKS Natalie Antinoff, DVM, DABVP (Avian Practice) 8:00 AM - 8:50 AM | Room 202 D Think you know all of the venipuncture sites for reptiles? Are you a master at fluid administration? This lecture will begin with an anatomic review for snakes, lizards and chelonians, with an emphasis on clinical techniques. We will also discuss restraint methods, including restraint for radiographic imaging. REPTILE DISEASES YOU NEED TO KNOW Natalie Antinoff, DVM, DABVP (Avian Practice) 9:00 AM - 9:50 AM | Room 202 D There are many reptile diseases, some which are new and emerging diseases. This lecture will cover some of the more commonly seen diseases and syndromes you may encounter in practice, including testing and treatment options. REPTILE ANALGESIA, ANESTHESIA AND SURGERY – PART 1 Natalie Antinoff, DVM, DABVP (Avian Practice) 10:30 AM - 11:20 AM | Room 202 D We’ll start off this 2-part series with a discussion on anesthesia and analgesia, including local blocks and OR monitoring. Then we will progress into some of the simpler surgical procedures you may need to perform in practice. REPTILE SURGERY – PART 2 Natalie Antinoff, DVM, DABVP (Avian Practice) 11:30 AM - 12:20 PM | Room 202 D We’ll continue discussing surgical procedures and move into more complex surgical procedures, including coelomic surgeries, techniques for non-surgical bladder stone removal, and plastronotomy. If time permits, we will also cover shell repair. PSITTACOSIS: DISEASE, TESTING AND MANAGEMENT Stephen Fronefield, DVM, DABVP-Avian 2:00 PM - 2:50 PM | Room 202 D This session will discuss disease recognition, testing, and treatment recommendations for psittacosis. The public health concerns will be reviewed. The discussion will include management of the individual pet bird, multi-bird households, and flock disease considerations. AVIAN LIVER DISEASE: DIAGNOSING AND MANAGING Stephen Fronefield, DVM, DABVP-Avian 3:00 PM - 3:50 PM | Room 202 D Liver disease is a frequently encountered issue in the practice of avian medicine. This session will include a brief review of normal avian liver anatomy, function, and physiology. Although biopsy and/of fine needle aspirate is often the most definitive diagnostic test, this session will focus on evaluating the liver through biochemistries, radiographs, and ultrasound. The discussion will include current therapeutics used to manage certain liver diseases. AVIAN RESPIRATORY TRACT: SPECIAL CONSIDERATIONS Stephen Fronefield, DVM, DABVP-Avian 4:30 PM - 5:20 PM | Room 202 D The avian respiratory system has some features that help us manage disease and others that hinder our attempts at disease management. This session will discuss some of these special features and how they impact our treatment efforts. We will review how injuries and non-respiratory disease can impact respiratory function. SUNDAY, SEPTEMBER 25 Teaching future veterinarians about working with non-domestic animals can be challenging. In this talk, practitioners will be encouraged to assist in the training of future generations of veterinarians through their practices. DIAGNOSING AND TREATING OCULAR DISEASE IN A ZOOLOGIC SETTING: SELECT CASES James Kusmierczyk, VMD 9:00 AM - 9:50 AM | Room 202 D EXOTIC ANIMAL EDUCATION Alice Blue-McLendon, DVM 8:00 AM - 8:50 AM | Room 202 D Eye conditions can be difficult to diagnose and manage in a zoologic setting for numerous reasons. Some examples include the inability to handle many species without anesthesia,
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