Communication tools for the veterinary team - Firstline
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Communication Strategies
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

How will you tell her?

January 1, 2008

It's never easy to be the bearer of bad tidings. But you can ease the hurt clients feel with a sensitive approach. Here's what you need to know to break bad news gently.

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How to serve clients with disabilities

January 1, 2008

Use these tips to tune in to the needs of your clients with disabilities—and help them offer top-notch care for their animal companions.

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Turn up the dial on client education

January 1, 2008

Q When I discuss client education topics, I feel like clients are tuning me out. How can I make them listen?

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Baby on board

December 1, 2007

I recently discovered I'm pregnant. How do I protect myself and my baby from work-related hazards?

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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.

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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

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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