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FIRSTLINE, Feb 1, 2006

Front Desk Putting hot tempers on ice By Marnette Denell Falley Sometimes I am just so completely right. And yet, the world doesn't notice. That's when it's hardest for me to stay cool under pressure. And that's when I'm most likely to blow it—and blow my top. Identify? And yet, these touchy moments are the times when I most need to find a way to stay calm, cool, and collected. Professional Development Is the doctor stealing part of your job? Take it back! By Craig Woloshyn, DVM Your veterinarian didn't go to school to learn to be a technician, receptionist, or practice manager, so don't let her act like one. Make her do her job--so you can do yours. 10 steps to achieve your New Year's goals Don't let those New Year's goals slip away. Act now. Dear Firstline Respecting a client's wishes By Barbara C. McCullough I received a copy of this first issue of your magazine. Thank you very much. I read it cover to cover and found lots of useful information in it. I plan to have each staff member read it also. Thanks, Firstline By Krystal Forse Thank you! Wow, what a practical and essential addition to my veterinary practice. Thanks, Firstline By Sophia Decker I really enjoyed my first issue of Firstline! I'm a newly licensed veterinary technician, so the insightful ideas and suggestions were very helpful. I read your magazine from cover to cover. I look forward to my next issue! Thanks, Firstline By Wendy Goodwin I just wanted to let you know how much I've enjoyed both issues of Firstline. Thanks, Firstline By Denise Lott I hope you continue with this magazine—I found it very interesting and helpful! I marked the article "27 Steps to Make an Ow Visit Wow!" in the July/August issue and left it for our doctors to read. Thanks, Firstline By Kathy Henke I just finished reading your September/October issue. I was quite enthralled. There was a lot of good information. Thanks, Firstline By Nancy Douglas I just received my first issue of Firstline—wow! So many of your articles seem to hit on things going on in our office. Thanks! Thanks, Firstline By Elizabeth Winingham Fantastic debut issue! I held my staff's copies back until I could steal a copy to read it for myself first. Thanks, Firstline By Cindy Lehman I just received my first copy of Firstline, and I love it. Ask the Experts Confronting burnout By Christiane Holbrook I'm feeling overwhelmed and ready to quit. How can I renew my love for veterinary medicine? The boss won't fire By Dr. Mary Ann Vande Linde The doctor won't fire a problem employee. What can I do? Gaining disciplinary authority By Jane Larson I'm a manager, but the doctor won't give me the authority to discipline employees when necessary. What do I do? Little secret, big problems By Roger Cummings, CVPM A co-worker told me in confidence that he was looking for a new job. I encouraged my friend to tell the doctor he wasn't happy and to try to work things out, but he quit instead and took a job at a rival practice. Now the doctor is mad at me. He says I'm not loyal. I disagree. Who's right? I'm sick of overtime! By Pamela Stevenson, CVPM No one follows our time schedules—I regularly work at least 30 minutes after my shift was supposed to end. Is this fair? Pearls of Practice A recipe for great service By Kathy Parker Take one IV bag, stir in a concerned client, and add a dash of helpful team member. Do you promote yourself? Technicians could do more to educate clients about the jobs they do, according to a recent VetMedTeam.com survey. Peace of mind for traveling pet owners When clients go out of town and leave their pet with someone, suggest that they make a temporary pet tag that lists the name, address, and phone number of the sitter. On the job: Mandy Finnell, RVT By Mandy Stevenson, RVT How do you keep your cool in stressful situations? Block sticker shock By Karen Sabatini You've seen it before: Sweet little white-haired Mrs. Smith turns into the Queen of Mean when she gets her first gander at her bill. Hooray for teeth! Choppers, fangs, incisors—call them what you like, but don't forget to celebrate them this February. Sharing a piece of the pie By Sherri Krauss Looking for a new way to keep your team motivated? When team members at Franklin County Animal Hospital Inc., in Rocky Mount, Va., got into a rut, they adopted an idea from 1001 Ways to Energize Employees by Bob Nelson (Workman Publishing Co., 1997), and modified it to fit their practice. Communication Strategies Keep your cool when clients complain By Debbie Allaben Gair, CVPM Use these tips to stay cool as a cucumber when clients get hot under the collar. Make sure you're heard By Heather Kirkwood No one likes to feel ignored. So if your great ideas are flowing in one of your boss's ears and streaming right out the other, use these solutions to get yourself heard. Client Education Help clients give award-winning care By Karyn Gavzer Standards of care set the stage for you and your clients so you can work together to help pets stay sleek, strong, and full of energy.

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