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FIRSTLINE, Feb 1, 2013

Ask the Experts A Cinderella story By Shawn McVey, MA, MSW Our veterinary practice has a list of duties all team members are responsible for, but not everyone helps out. A few of us always get stuck doing all the work and staying late, and the manager chooses to ignore the issue because the team members who don't help are her cronies who always suck up and tell her she's right. There are many reasons I love my practice, and changing jobs just isn't an option right now. What can I do? —Cinderella Pearls of Practice Dental corner: Helping an apprehender prehend A veterinary team works together to help a police dog with two fractured maxillary canine teeth. Parasites: What's your role in the veterinary clinic? When you're fighting pets' persistent parasite problems, don't give up! Here's a look at how each team member can help: Sample script: How to say 'no' and keep veterinary clients happy In a service profession like veterinary medicine, it's important to avoid the two-letter word "no" to keep clients focused on the service you can offer. Communication Strategies Dog knows best: Facing euthanasia in veterinary practice By Cori Weber Whether you're a veterinary team member counseling a client or a pet owner struggling with a euthanasia decision, listening is key. The euthanasia question When pet owners struggle with the choice of deciding when it's time to euthanize, suggest this exercise. Efficiency Tips Practice on point with new equipment in your veterinary clinic Consider how equipment can change the way your hospital practices medicine. Then learn how to influence decision-makers to make room for change. Client Communication Dig deep to help pets with cancer at your veterinary practice By Oriana D. Scislowicz, BS, LVT Use these seven tips to offer support for pet owners when they face the pressure of a beloved pet's cancer diagnosis. Team Training The art of apology Sometimes you must say these two critical words to pet owners—"I'm sorry." Use this advice to sound sincere at your veterinary practice. Patient care Mouth-to-mouth: Resuscitate the dental program in your veterinary practice As a critical component to pets' health, dental care deserves more than your lip service. Here's what you need to know to script your team's message. Create a thriving dental program in your veterinary practice By Kyle Palmer, CVT Consider these 10 tips to make dentistry urgent for your team members and for clients.

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