Training and motivation | Veterinary Economics

Training and motivation

What does your receptionist say to a client who claims to have forgotten his or her checkbook? Or how does your technician respond to an angry client? In such cases, is everyone following a similar script? Is what they're saying the best response? If not, role-playing may help.
Jan 09, 2005
"Happiness is not the absence of conflict but the ability to cope with it."
Dec 21, 2004
The usual encounter starts with a progress-notes entry for the client concern, a weight (hopefully sequential with a body-condition score), a TPR, a BP, lead II ECG, tonopen screen and maybe even a urinary kidney screen.
Dec 01, 2004
The leader's role changes at each stage of team development. Are you doing the right things to help your team grow and go?
Nov 16, 2004
One of the most often-used consultation summaries, in my experience, comes from the comments on creating our own day.
Your staff members devote a third of their waking lives to your practice. Working at your practice isn't just a job for you--don't let it become just a job for them. Share your vision for the practice and then give them the support and tools they need to make your vision a reality.
To help you think about why team members stick around, we asked Blythe Addington, RVT, why she enjoys her work and why she returned to Broad Ripple Animal Clinic in Indianapolis, where she completed an externship, after she finished her degree. Here's what she says:
Engaged employees are productive, profitable, customer-focused, safer, and more likely to stay with you. The Gallup Organization measures employee engagement levels by asking employees the following 12 questions:
Oct 29, 2004
When you are attending a conference paid for by your hospital, your goal should be to learn as much as you can to share with the rest of the team.
Oct 15, 2004
In recent articles I have talked about better recordkeeping and how to write a job description. Both of these topics have one thing in common: They require involvement from the entire hospital team.
Oct 04, 2004
Successful veterinary practices challenge themselves to grow and identify new ways to improve the quality of the veterinary healthcare they provide.
Sep 17, 2004
The trite phrase, "personality conflicts," allows key issues to be ignored or defined out of existence in daily operations. The term could mean the practice did not hire for "team fit," or they did not establish a "safe-haven" environment when establishing behavior expectations.
Sep 02, 2004
Value statements are tools you can use to communicate the value of your services to clients and to their pets.
Aug 19, 2004
In recent articles I have talked about better record keeping and how to write a job description; both of these articles have one thing in common they require the entire team to be involved. So how do you motivate and keep the team going in the forward direction?
Aug 01, 2004
The phrase "open book management" means many different things to different people, and in some arenas makes the staff cringe with fear of the charts posted on the wall and the monthly beatings which occur when they do not reach their assigned quotas.