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Communication Strategies

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Source: FIRSTLINE Handle with care January 1, 2008 By: Robin Downing, DVM, Dipl. AAPM Q What can we do to gently handle pets with possible pain issues?

Source: FIRSTLINE Chip away resistance January 1, 2008 By: Paige Phillips, RVT For clients who believe their pet won't get lost or feel a collar and tag sufficiently identify their pet, Paige Phillips, RVT, a Firstline Editorial Advisory Board member, suggests sharing these examples of how a microchip can save the day—and their pet's life:

Source: FIRSTLINE 7 tips to transform bad behavior January 1, 2008 By: Kelly Stazyk Use these targeted tactics to chisel away at team members' bad behavior and heigh-ho poor performance right out of your practice.

Source: FIRSTLINE Ask Amy: Our team is lactose intolerant January 1, 2008 We rehired a team member after she had a baby and she's implemented a nursing regimen at work. At lunch, she nurses in her car with her undergarments visible or on the side lawn of the practice parking lot. Then she pumps—in our doctor's office. The rest of the staff is uncomfortable, and we would like to encourage discretion while still supporting her decision to nurse her child. How do I approach this employee?

Source: FIRSTLINE Baby on board December 1, 2007 By: Christine Merle, DVM, MBA, CVPM I recently discovered I'm pregnant. How do I protect myself and my baby from work-related hazards?

Source: FIRSTLINE Why clients leave December 1, 2007 Six pet owners tell their stories about why they left veterinary practices. Learn from their experiences--then use these tips and tools to avoid critical client care mistakes.

Source: FIRSTLINE What would you do? December 1, 2007 Don't get nailed by this tough client question. Learn how to give the answer clients are looking for.

Source: FIRSTLINE Sample script: The power to let go: Asking a doctor to delegate December 1, 2007 By: Sheila Grosdidier, BS, RVT You're the head technician at a flourishing practice. The hands-on owner is struggling to keep up with his rapidly expanding client base, and he often fails to delegate tasks to his team. Firstline Editorial Advisory Board member Sheila Grosdidier, BS, RVT, a partner with VMC Inc. in Evergreen, Colo., offers this script for addressing the owner, Dr. Committed

Source: FIRSTLINE Ask Amy: Poor hygiene: When work gets personal December 1, 2007 I work at a large practice, and our team members get along well and even socialize outside of work. There's one hitch: One team member practices poor personal hygiene. Periodically, she emits a strong body odor for days at a time. Her team leader approached her when the problem first surfaced, and she improved temporarily. How can we approach her again without embarrassing her--and ourselves?

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