Dr. Katie Ford, veterinarian from the UK and 2023 RCVS Inspiration Award recipient, explores how recognizing our shared humanity can transform veterinary practice. Through personal storytelling and evidence-based insights, she demonstrates how authenticity and emotional intelligence can enhance client communication, team dynamics, and self-development.

Beneath the layers of medical expertise, veterinarians share a common truth—we are all human. By embracing this, we can dissolve misconceptions about confidence and capability, foster stronger connections, and create a more supportive work environment.

Discover the powerful link between clinical excellence and human connection, offering practical strategies to build a compassionate, collaborative, and effective veterinary environment—one where both people and patients thrive.

9:00am-10:15am

Coaching Skills: Building Resilience in Veterinary Leadership

Effective coaching is a cornerstone of practice development, yet many veterinary leaders haven't been trained in coaching techniques that can transform team performance and wellbeing. This hands-on session introduces an effective and straightforward coaching framework – the GROW Model – and explores it within the context of veterinary practice. The session emphasizes practical techniques for brief, impactful coaching conversations that fit into busy clinical days, while building the mental agility needed to shift between practitioner and coach roles. Leave with concrete strategies that will enhance team capability, confidence and mental well-being.

10:20am-11:30am

Confident Leadership: Owning Your Presence in the Exam Room and Beyond

Leadership isn’t just about executing on decisions – it’s also about demonstrating presence. This session focuses on developing a confident and authentic leadership presence in every interaction, whether with clients, staff or peers. Through engaging activities, participants will discover strategies to develop their leadership presence enabling them to better manage nerves, speak with clarity and inspire trust with others.

1:00pm-2:10pm

Mastering Difficult Conversations: A Veterinary Perspective

Challenging conversations are inevitable in veterinary settings, whether with a stressed or emotional client or a team member. This session equips participants with frameworks for navigating these moments with empathy and professionalism. Role-playing exercises will offer practical experience in turning difficult conversations into opportunities for connection.

2:20pm-3:30pm

Emotional Intelligence in Action: Lead with Empathy and Insight

Emotional intelligence is the ability to recognize, understand, and manage your own emotions while also recognizing and influencing the emotions of others. For veterinarians and clinic leaders, high EI can enhance team dynamics, improve client relationships, and create a more resilient workplace. This session will explore five key components of EI – self-awareness, self-regulation, motivation, empathy and social skills – and explore their application in real-world veterinary settings through interactive scenarios and discussion.

9:00am-10:10am

Organized Onboarding

Proactive structured mentorship leads to faster development, increased production and greater retention of new associates. The false promise of mentorship is well-known amongst current graduates. Show them your plan and execute on that plan to create loyalty and longevity with your new hires. Learn how to design and implement a comprehensive mentorship plan in Surgery, Medicine, Communications and Systems, Operations & Flow (how the practice runs).

10:20am-11:30am

Financial Literacy & the Chart of Accounts

Most veterinarians mastered science first, then became detectives seeking out disease. One day, some woke up and decided; “I’ll own my own practice, how hard can that be?”. For many, basic business and accounting terms represent a foreign language left up to others to master and deliver fancy reports for review. Understanding a well-composed income statement or balance is no difficult than assessing a CBC/chem panel. Come learn basic financial literacy and see why adopting the Chart of Accounts is essential.

1:00pm-2:10pm

COGS (Cost of goods sold) and generating non-DVM revenue

Direct costs has been a metric many have benchmarked to for years. Properly allocated direct costs yield up to 27 different areas one may find opportunities to improve business performance. Factoring out (removing) your high COGS products (diets) yield greater opportunities to improve margin elsewhere. Every dollar generated not tied to DVM production-based pay provides 25c for other expenses. Generating non-DVM revenue shields the practice from lost DVM production as well.

2:20pm-3:30pm

Competitive Pharmacy

Let’s look at commodities (pharmacy items) through the lens of the consumer. Better pricing and on the doorstep is that what most of us want? We began mailing meds to clients in 2009. Over time, our systems, operations and flow developed – so that when the pandemic hit, we were ready to mail 8,000 packages in one year! We’ve got it down to a science – come learn how.

9:00am-10:10am

Creating Your Imposter Moment Toolkit: Personal Strategies for Professional Confidence
When research shows that over 80% of the general population - from veterinarians to Olympic athletes, CEOs to celebrities - experience imposter moments, it becomes clear: these feelings don't discriminate based on success or expertise. Yet knowing we're not alone, while comforting, isn't enough. This practical session moves beyond simple validation to help you develop your personalised approach to navigating imposter feelings. We'll explore how to craft an individualised toolkit that honours your unique experiences and challenges, while recognising that no single solution fits all. Drawing from evidence-based strategies and real-world examples, discover how to build resilience without oversimplifying these experiences or treating them as personal flaws. Learn how to create your own combination of practical tools, support systems, and self-awareness practices. Imposter moments don't discriminate, everyone is welcome to this session.

10:20am-11:30am

From ME to WE: Imposter Syndrome & Team Culture
While much attention focuses on individual experiences of imposter syndrome, the workplace environment profoundly shapes how these feelings manifest and evolve within veterinary teams. This session examines the collective nature of imposter experiences, exploring evidence-based approaches to creating supportive team cultures where everyone can thrive. We'll investigate practical strategies for shifting from purely individual coping to collective support, examining how team dynamics, feedback practices, and organisational values influence our sense of belonging and competence. Building on concepts of psychological safety and drawing from workplace psychology research, we'll discover how addressing imposter syndrome at a team level can create more resilient and supportive veterinary practices.

1:00pm-2:10pm

What Does Psychological Safety Have to do with Imposter Syndrome?
While imposter syndrome is often framed as an individual challenge requiring personal solutions, this overlooks the critical role of workplace culture and systems. This session examines how organisational psychological safety fundamentally shapes how imposter feelings manifest and persist. We'll explore how factors like fear of failure, culture, equity and inclusion, and neurodiversity acceptance create environments that either amplify or ease imposter experiences. Moving beyond individual coping strategies, we'll investigate practical approaches to building workplace cultures where diverse experiences are validated, mistakes are viewed as learning opportunities, and team members feel safe expressing doubts without judgment. Discover why even the best individual strategies struggle to succeed without supportive organisational foundations.
 

2:20pm-3:30pm

Empowering Your Team
Empowerment has recently taken center stage in our societal lexicon, and in veterinary medicine. But what does it truly mean, and more importantly, how can we effectively harness its potential within our teams? This session offers a deep dive into the real essence of empowerment and its transformative power to build trust and inspire. Let's move from buzzword, to tangible impact on the ground.

Evening activity for attendees, details (including time) to be announced. 

Attendance must be indicated when registering. 

The Exponential Power of Recognition
Superglue Your Culture & Retain and Energize Your Team

Sarah McVanel is a recognition expert, author, and coach with over 25 years of experience helping organizations create thriving, engaged workplaces. As the founder of Greatness Magnified, she has empowered leaders to turn appreciation into a powerful tool for retention, trust, and performance.

Sarah will reveal three simple, universal strategies to boost morale, deepen connection, and transform workplace culture—all at no cost. Get ready to reignite passion, inspire loyalty, and become the leader everyone remembers.

9:00am-10:10am

A Solution-Focused Approach to Managing Negativity and Complaining

Using the Ownership vs. Intensity Matrix, this session will explore how to navigate different workplace attitudes—cheerleaders, champions, critics, contributors, cynics, and crusaders. Learn how to recognize and engage each group effectively while shifting negativity into solution-focused thinking. Through hands-on activities, you’ll practice strategies to acknowledge concerns, reframe challenges, and move teams toward constructive action. Walk away with an approach that fosters engagement, trust, and forward momentum.

10:20am-11:30am

Understanding the 10 Phases of the Employee Experience Journey

A thriving culture isn’t accidental—it’s built intentionally at every stage of the employee journey. Using the Employee Experience Journey as a framework, this session will break down the ten phases—from attracting potential talent to transitioning employees into new roles—and pinpoint where recognition plays a critical role in engagement and retention. Through interactive exercises, you’ll map out key recognition touchpoints in your organization and develop practical strategies to enhance the employee experience at every stage.

1:00pm-2:10pm

A Deeper Dive Into Recognition Practices

Recognition isn’t one-size-fits-all, and this session will help you customize an approach that works for your team. Building on insights from the keynote, we’ll explore different types of recognition, best practices for making it meaningful, and how to embed it seamlessly into daily operations. You’ll apply practical tools, role-play different recognition scenarios, and troubleshoot real-world challenges. Leave with a tailored recognition strategy that feels natural, sustainable, and impactful.

2:20pm-3:30pm

Key Insights from Our Great Morale Series

The Great Morale Series has uncovered powerful, research-backed strategies to boost engagement, trust, and workplace happiness. From hundreds of students who have completed the full series, we’ll share highlights of key tools that have led to comments like, “If only I knew this when I became a leader 20 years ago!” In this session, we’ll extract the most impactful lessons from topics such as building trust through feedback, the recognition habit, communication for clarity and confidence, navigating tough conversations, and prioritization. You’ll work through real-life examples, apply these insights to your own workplace, and walk away with actionable strategies to improve morale in your team or organization.

9:00am-10:10am

Making Data Work for You: Increasing veterinary hospital revenue by tracking key metrics

In an era where veterinary practices face the dual challenge of rising costs and declining visits, many hospitals nationwide are experiencing flat or even negative revenue growth. The vast amounts of data your hospital generates daily can offer valuable insights into revenue drivers and bottlenecks hindering success. By leveraging technology to analyze this data, you can transform your practice into a more organized, efficient, and ultimately profitable business..

We will delve into key performance indicators (KPIs) that are essential for tracking the health of your veterinary practice and explore basic data analysis techniques to interpret trends and patterns. We’ll discuss using dashboards and reporting tools to visualize this data effectively, and ways to leverage your practice management software to gain deeper insights into your business performance. By analyzing practice and financial reports, participants will learn to set measurable goals and track progress, ultimately boosting their hospital’s performance.

10:20am-11:30am

Effective Veterinary Inventory Management & Analysis

Effective inventory management is essential for maintaining financial stability and operational efficiency in veterinary practices. This course provides veterinary professionals with the knowledge and tools necessary to implement a structured approach to inventory control. Participants will explore key inventory management principles, including cost control, stock optimization, and waste reduction.

Through a case study of Happy Paws Veterinary Hospital, the course highlights common inventory challenges such as overstocking, product expiration, and financial mismanagement. Attendees will learn how to calculate reorder points, analyze inventory costs, and prevent issues like product duplication and embezzlement. Additionally, the course will cover industry benchmarks and best practices for setting pricing markups to maintain profitability.

1:00pm-2:10pm

Navigating Staff Conflict: Strategies for a Harmonious Veterinary Healthcare Team

Conflict within a veterinary team is inevitable, but when managed effectively, it can lead to growth, improved communication, and a stronger workplace culture. This course equips veterinary professionals with the skills to recognize, address, and resolve staff conflicts in a productive manner. Participants will explore the root causes of workplace tension, common personality dynamics, and practical conflict resolution strategies tailored to veterinary settings.

Through real-world case studies and interactive discussions, attendees will learn techniques for deescalating conflicts, fostering a culture of open communication, and implementing proactive policies to prevent recurring issues. The session will also address the role of leadership in conflict resolution and how to support team members through difficult workplace situations.

By the end of the session, veterinary professionals will have a toolkit of strategies to handle conflict constructively, ensuring a more cohesive, efficient, and positive work environment for both staff and clients.

2:20pm-3:30pm

What in the World is Happening? Tackling employee recruiting and retention

Employees have more career opportunities than ever before, and our industry is not immune to the ongoing workforce challenges. This has created daily, never seen challenges surrounding employee recruiting and retaining. New insights will be reviewed to help enhance employee engagement and retention during this new normal. Attendees will leave this session with tips on creating a Retention Development Plan because these challenges are not going away anytime soon which calls for an out of the box approach.

9:00am-10:10am

The Nervous System’s Role in Anxiety and Regulation 

Anxiety is more than a feeling; It is a complex physiological response stemming from an interplay between the brain, body, and nervous system, which impacts how we function in high-stress situations. This session integrates neuroscience and psychology to examine how anxiety affects both the brain and body, providing attendees with a stronger foundation for recognizing, understanding, and responding to it—whether for personal well-being or in a leadership role. Using real-world examples, visuals, and interactive discussion, participants will explore why anxiety happens and learn practical strategies for responding to it in both individual and team settings.

10:20am-11:30am

Building Resilient Veterinary Teams through Psychological Safety

Psychological safety is about creating an environment where employees feel safe to speak up, share ideas, ask questions and be themselves without fear of judgment. Fostering psychological safety is essential for both individual well-being and team success. This session will provide a framework for creating a culture of trust, inclusion, and safety in veterinary workplaces. We’ll explore key characteristics of psychologically safe teams, barriers to communication, and strategies for inclusion. Participants will learn actionable tools to proactively support mental health at work and encourage open dialogue in order to move past simply to actively create a culture of support. 

1:00pm-2:10pm

Strengthening Communication, Boundaries, and Emotional Regulation in Veterinary Medicine

Building healthy workplaces within the veterinary community requires more than understanding - we need to learn and implement the skills that support effective communication, emotional regulation, and workplace boundaries. In veterinary medicine, where high-pressure situations are common, how we manage emotions and interact with others directly impacts both individual and team well-being. This skills-based session pulls from evidence-based interventions such as Dialectical Behavioural Therapy to offer practical strategies for navigating workplace stress, facilitating assertive conversations, and setting boundaries that support both personal resilience and team cohesion. Attendees will leave with actionable tools to integrate these skills into their daily interactions to foster a collaborative and supportive environment. 

2:20pm-3:30pm

More Than Just Self-Care: Fostering Well-being in Veterinary Teams 

Well-being in veterinary medicine is not just an individual responsibility—it’s a shared effort between professionals and the workplace culture that surrounds them. In a profession where burnout is common, the focus on sustainable personal and team well-being is essential to create an atmosphere of resilience and collective care. This session will explore what well-being truly looks like in veterinary practice, emphasizing the importance of attunement—both to ourselves and to others. By recognizing well-being as a spectrum rather than an all-or-nothing state, professionals can develop a stronger awareness of when and how to intervene before stress escalates. We’ll introduce practical steps clinics can take to create a culture that truly supports both individual and team resilience.