How do we learn from the successes of other fields and disciplines? How do we apply principles and concepts that have served others well to make our efforts more impactful?Following up on the foundations discussed in Make the Change You Wish to See, this session will focus on an overview – and a real-time exploration of – the powerful concepts and tools of design thinking (human/user-centered design). By considering and including our consumers, clients, and constituent...

The New England Federation of Humane Societies is celebrating its 75th anniversary because of the people who’ve invested their energy and passion into the Fed these many years. Today, there is much to celebrate. And, as we look to the future, we may be excited or worried (or both) about the changes in our field that are well underway here in New England. Where will pets come from? Are our services and programs relevant to our community? Is funding available to support animal wel...

Some clients will be irate, some will be full of questions, a few will be uncomfortable and act out, and others will want as little contact as possible. Knowing how to deal with each client will have a big impact on customer relations – and over the long term the brand of your organization. Discover how an increase in empathy and emotional ...