Communication tools for the veterinary team - Firstline
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Communication Strategies
Source: FIRSTLINE

Sample script: Associate woes

September 1, 2007

You're the practice manager at a mid-sized clinic. When the stress index is high, one of the associates snaps at team members. Several team members have complained, and a few have threatened to quit. You're ready to discuss the problem with Dr. Sweet, the associate. Firstline Editorial Advisory Board member Pam Weakley offers this sample script:

Source: FIRSTLINE

Start pet parents off on the right path

September 1, 2007

Owning a pet is a lifelong journey. Help set clients' direction by offering strong care recommendations on nine critical topics.

Source: FIRSTLINE

Ask Amy: Hopelessly undevoted?

September 1, 2007

Our mixed animal practice is co-owned by one part-time and one full-time veterinarian. The part-time doctor handles the administrative duties, but she regularly arrives late and leaves early. The result: Our practice doesn't function smoothly and we're constantly operating in crisis mode. What can our team do?

Source: FIRSTLINE

Do clients know the risks of parasites?

August 1, 2007

Yes. But oddly enough, few pet owners take the right steps to protect their pets, their families, and themselves from infestations (see Figure 1)

Source: FIRSTLINE

What do clients want?

August 1, 2007

Unfortunately, you can't read clients' minds and predict the information, products, and services they want. But you can take a good guess through a revolutionary process called listening.

Source: FIRSTLINE

Does selling your services mean selling out?

August 1, 2007

"No. Here's why a strong recommendation for the care you believe in is the best marketing tool you possess."

Source: FIRSTLINE

Where do you stand on nutrition?

August 1, 2007

Months into the pet food recall, the veterinary world is out of sorts, with some dry and wet food varieties still off the shelves. But amid the frustrations, there's some good news: The recall has shifted clients' focus from cost to quality of their pets' diets.

Source: FIRSTLINE

How does your team handle conflict?

August 1, 2007

Working at a practice is like growing up in a big family: no matter how huge the habitat, you're never alone. With such little personal space, conflicts can heat up fast. But a little effort can take the work out of working together well.

Source: FIRSTLINE

What's your emotional intelligence?

July 1, 2007

Tantrums, crying, shouting—who can get any work done when your team is in a constant state of conflict? Emotional intelligence is your gateway to self-management. And when you manage yourself, you choose the path to a happier, more successful work life.

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