List Of Topics For 2023-24
A HUMAN-ANIMAL BOND SERIES:
The Healing Power of Pets: Know and Share the Science
We will introduce the Human-Animal Bond Research Institute and share scientific data that relates to the human-animal bond. Knowing about the power of oxytocin, and how pet ownership has positively impacted clients’ health, reinforces the commitment to maintain pet health. We will suggest ways that veterinary staff can share this information with their clients.
OBJECTIVES:
• Learn about the history of the Human-Animal Bond Research Institute and how to access their resources.
• Understand the science behind the pet and client relationship.
• Explore ways to make clients aware of the healing power of their pets.
The Privilege of Being a Part of the Human-Animal Bond
There’s a special triangle formed when the veterinarian is accepted into the bond between client and pet. We explore the history that has brought us to understand this bond. It’s fun to recognize evidence of the bond, including how we name our pets, converse with our pets, feed and cloth them, and celebrate with them.
OBJECTIVES:
• Help veterinary teammates appreciate the power of the human-animal bond.
• Recognize pet owners with special needs, such a guide dogs or therapy animals.
• Provide information to help pet owners understand pet-friendly housing, pets-at-work policies.
There’s a Financial Payoff to Honor the Human-Animal Bond
You honor the human-animal bond as you see it each day when your clients bring their pets to you. In the pressure of a busy appointment, sometimes you forget to address that bond. Add this to your discourse and see the results: client-return rates and increased revenue. We’ll look at the data.
OBJECTIVES:
• Understand how clients value their pets in today’s environment.
• See data that impacts your practice.
• Appreciate the impact of pet ownership on the larger financial picture.
The New World of Pet Ownership
Sheltering-at-home during the pandemic resulted in the elevation of the status of our pets. They are more cherished than ever. As members of the veterinary profession, we need to capture this moment and make the most of it.
OBJECTIVES:
• To understand the change taking place in pet ownership and pet care.
• To learn how to address the “bond” between clients, their pets, and the veterinary team.
• To explore new ways of operating that result in success for the practice and clients alike.
CURRENT CHALLENGES:
Wellbeing in the Workplace
Studies have detailed that veterinarians are at risk of fatigue, frustration, stress and burnout. This workshop will review the phenomenon of compassion fatigue and help you develop a wellbeing program, beginning with personal wellbeing and self-care, and moving to workplace wellbeing, based on positive emotions and responsive communication.
OBJECTIVES:
• Understand the importance of personal boundaries.
• Review elements that make the workplace a safe and satisfying place for everyone.
• Outline essential tools for suicide prevention.
Diversity and Inclusion: What? How?
As our consciousness is raised, we are eager to understand what is meant by diversity and inclusion in the workplace. Why does it matter? What does it mean? How should it be addressed? We’ll respond to all these important questions.
OBJECTIVES:
• Review the range of diversities among our team and clients.
• Review the impacts of inclusion or lack of a feeling of belonging.
• Illustrate microaggressions and unintended behaviors that negate a sense of well-being among staff or clientele.
Virtual Case: Where Do We Start?
Telehealth and telemedicine are here to stay. The challenge is finding the time to mount the learning curve, and to find the appropriate resources. We will help you unpack the vast amount of resources coming available and think through a plan to get onboard.
OBJECTIVES:
• Understand the demand for virtual care and the advantages to your hospital.
• Consider the range of virtual services to choose from.
• Devise a plan for finding and implementing virtual services.
Communicating in the Virtual World
As telemedicine and webinars have been added to our world, we find that communication across the ethernet is different than face-to-face. We’ll discuss what is missing and how to be effective in this new communication environment.
OBJECTIVES:
• Consider the features of communication and how they impact your relationship with your client.
• Note the importance of voice and body language in the virtual environment.
• Identify specific behaviors that can enhance your virtual communication.
END-OF-LIFE :
When It’s Time to Say Good-by
Most pet owners know when their animal companion is ready to move on, but they want to talk things over with their veterinarian. We’ll discuss ways your clinic can be ready. We’ll discuss mobile (in-home) care, pet hospice, as well as grief counseling and after-death cremation or burial – all handled with empathy and composure.
OBJECTIVES:
• Learn about the new AAHA End-of-Life Care Accreditation.
• Review ways to help pet owners know signs to watch for.
• Understand the value of mobile (in-home) care.
People Say the Darnedest Things: What Should I Say at the Time of Loss?
In an effort to show sympathy, we often make comments that are counterproductive. In this workshop we will discuss ineffective, but common, statements that fall into five categories and discuss their unintended consequences. Then we will discuss and illustrate effective alternatives.
OBJECTIVES:
• Recognize common comments we make that tend to be distractions.
• Identify comments and behaviors that most effectively support the client in the time of stress.
• Illustrate communicating with empathy.
that go into a compelling address. How do you prepare? How do you implement? Gain confidence by knowing how.
Communicating Bad News. SPIKES Can Help
Whether it’s bad news related to a client’s financial difficulties, the clinic’s medical errors, the unexpected death of a patient, news of a terminal diagnosis, or euthanizing a pet with behavioral issues, the conversation is difficult. We’ll examine some of the reasons that is so. And we’ll leave you with confidence and structure for these difficult discussions, by introducing SPIKES, a 6-step protocol for delivering bad news.
OBJECTIVES:
• Realize that you are not alone facing difficult conversations.
• Recognize that how bad news is delivered and received impacts both the pet owner and the clinician.
• Learn the value of the SPIKES structure: Setting, Perspective, Information Sharing, Knowledge, Empathize, Summarize and strategize.
Prepare for a Lifetime of Care
We will outline elements that help to build loyalty and a clientele that brings pets for lifelong care. Participants will leave loaded with information about incentive programs, Health Risk Assessments, the Pet Wellness Report ®, and wellness plans. In addition, we will explore how to prepare team members to engage clients for lifelong care.
OBJECTIVES:
• Embrace the concept of preventive care.
• Learn how to partner with your clients.
• Learn about various clinic’s strategies for retaining loyal clients.
ESSENTIAL COMMUNICATION SKILLS:
Showing Your Client How Much You Care
Client return-rate and compliance are impacted by the way you relate to your clients, in a “relationship-based” model rather than a “transaction-based” model. In addition to medical know-how, effective veterinarians need positive interpersonal skills. We will introduce five skills useful to show you care, including the powerful communication of empathy.
OBJECTIVES:
• Recognize the difference between transactional selling and relationship-based selling.
• Discover and review essential services that demonstrate that you care.
• An introduction to the power of effective communication.
The Power of Emotions and the Show of Empathy
When clients appear in the waiting room, the receptionist acknowledges them. When a pet owner brings an injured animal, members of clinic staff express their sympathy. But a powerful communication skill that goes beyond acknowledgement and sympathy is the expression of empathy. Empathy is powerful. It is magical, too, because few people know how to show empathy. Through this workshop, you will add a show of empathy to your communication repertoire.
OBJECTIVES:
• Understand that communication skills can be learned.
• Recognize when feelings are appropriate and powerful.
• Learn how to listen and respond with empathy, different from sympathy.
When It’s Your Turn to Talk: How to Be Heard
You have information that your client (friend, family member, associate) needs to know. Why does this person sometimes not want to listen to you? This presentation will provide guidelines on how to speak so others will listen. We will demonstrate and practice the concepts of “chunk and check,” relationship selling (as contrasted with transaction selling), and the power of sharing your thoughts through an “I-statement.”
OBJECTIVES:
• Recognize when it is your time to talk (and the others to listen).
• Appreciate what makes you hesitant to speak up and what hinders others from hearing your message.
• Explore and review essential communication skills when you need to speak up.
Avoiding Words That Tend to Block Conversation
There are many times when it is necessary or appropriate to assert yourself into the conversation – when you have important information to convey to your client or when you need to confront a colleague. What increases the chances that you will be heard? What words tend to offend? Why should some statements be avoided? We’ll illustrate ineffective interaction and discuss what went wrong.
OJBECTIVES:
• Become aware of the “script” learned from childhood.
• Become aware of typical statements that tend to block relationship-building.
• Explore how to show we care.
Confronting Conflict
We will reflect on familiar conflict situations and how they impact productivity and well-being. We will examine commonly used modes of conflict, explore finding the roots of conflict, and learn brave and effective ways to resolve conflict.
OBJECTIVES:
• To understand tough conversations and common modes of dealing with conflict
• To learn how to look at the roots of conflict
• To identify ways to face conflict honestly and resolve conflict to improve a sense of well-being for all involved.
Getting to Win-Win When There’s a Conflict Among Team Members
We will dramatize a case that highlights two capable employees who differ over a major function and how it should be handled. We’ll explore how to turn the negative conversation into a learning conversation, working toward a win-win solution. Then, we will outline skills to manage differences more effectively.
OBJECTIVES:
• Consider when to listen and when to speak up.
• Examine what prevents and what facilitates effective exchange of thoughts.
• Review effective communication skills that foster dialogue.
ENHANCING COMMUNICATION:
Put Steam in Your Team
We’ll review how teamwork impacts not only productivity but also client and team member satisfaction. We’ll talk about “putting the right people on the bus,” workplace procedures, effective communication, and practices that enable a “balance of balloons and sinkers” – with celebrations and team-building activities.
OBJECTIVES:
• Understand what teamwork is and how to build a team.
• Explore the elements that make up an effective team.
• Learn about activities that put “steam in the team.”
Communicating with Difficult Clients
Most interactions with clients are pleasant and businesslike. Occasionally, however, clients are distraught about the health of their pet, shocked by the cost of your service, annoyed by a long wait, or untrusting of what you have to offer. This workshop will illustrate typical cases and general principles that guide you in dealing with difficult clients.
OBJECTIVES:
• Learn why – and how – to listen to difficult clients.
• Learn how to respond to difficult clients.
• Consider strategies to prevent difficult clients.
Handling Difficult Conversations with Confidence
Why can’t we just get along? Why are some conversations for difficult? We’ll look at conflict in a new way and think about the possible positions and needs of the various parties.
OBJECTIVES:
• Understand the goal of the difficult conversation.
• Learn how to shift from blame to connection.
• End the meeting with confidence.
Statements that Undermine Professional Competency
We’ll describe and illustrate statements to avoid or modify which impact the professionalism and productivity of the workplace. We’ll discuss, for example, speaking up when you don’t understand, and replacing comments like “let me know, ” “but,” “just,” or “sorry to bother you.”
OBJECTIVES:
• Learn why some common responses undermine professionalism and productivity.
• Learn to replace some common responses with ore helpful ones.
• Add “I statements” to your repertoire of communication skills.
Be a Workplace of Choice
What are potential employees looking for? How do you “get the right persons on the bus”? What is more important: attitude or skill? What does a welcoming practice look like? We will describe essential elements and discuss how to build the workplace of choice.
OBJECTIVES:
• Review what is takes to attract vs. retain good workers.
• Review what research says about hiring the “right” team members.
• Recognize what in your practice will attract and retain employees.
Leading the Way to a Healthy Culture
What is meant by “workplace culture”? What does it have to do with happiness and success, loyalty, profitability? Whether you have the privilege of creating a culture or have inherited an existing culture, you have the opportunity to lead your practice environment.
OBJECTIVES:
• Understand the notion of culture and climate.
• Review the elements of a healthy and attractive workplace culture.
• Recognize positive communication skills.
The Four C’s of Practice Management: Communication, Cooperation, Clinical, and Commercial
How do you keep all the balls in the air? Where do you find staff members with multiple competencies? We’ll review each of these four sets of skills and their importance to the practice of the future.
OBJECTIVES
• What aspect of communication is learnable?
• How competition or cooperation impact performance.
• How clinical expertise and caring impact clients.
• Recognize your position in the commercial market.
From Disneyland to the Corner Clinic: How The Experience Economy Defines a Transformational Experience for Clients
How do you ensure that your practice is not seen as a commodity providing undifferentiated products and services? Understand the added value when your clinic provides positive and memorable experiences for your clients. Discover how your clinic can provide transformational experiences for your clients – that will draw them to return. Identify strategies to help you make the change. Learn from Disney, Starbucks, and the Union Square Hospitality Group.
OBJECTIVES
• Understand the experience economy and how it can impact the clinic.
• Describe behaviors that provide transformational experiences for clients.
• Learn from Disney’s magic based on safety, acceptance, and connection.
ACROSS THE GENERATIONS:
Working with Multiple Generations
Baby boomers, generation X, millennials, and the next generation combine in your workplace. Understanding the mind-set of each group will enable more positive interaction and increase productivity and satisfaction.
OBJECTIVES:
• Understand the beliefs and work approaches for each generational group.
• Consider ways to leverage the talents of each group of employees.
• Incorporate strategies for helping each group gain satisfaction working in your practice.
Leveraging the Talents of Millennials
This largest group in the U.S. population provides opportunities and challenges for older teammates. We will engage the participants in thinking about 12 characteristics of millennials and how they can be addressed as teammates and as clients.
OBJECTIVES:
• Explore commonly-viewed characteristics of millennials.
• Think about how each characteristic can be an advantage as a hospital team member.
• Think about how each characteristic of a millennial client can be leveraged.
Communicating with Millennials
Millennials want communication that helps them move ahead. We’ll discuss how to incorporate in your practice millennials’ appreciation of collaboration, their use of technology, their search for greater purpose, and their need to know why.
OBJECTIVES:
• Get into the mindset of the millennial.
• Understand the values of the millennial.
• Learn to have fun with millennials.
Your Brand is Your Promise to Your Client: Define It. Communicate It.
Whether you are beginning, restructuring, or reviewing and revitalizing, it is important to understand your brand – how it defines you and your work and how you communicate it to your clients and future employees. An effective brand strategy will set you apart from other similar organizations. It tells your clients and teammates what they can expect from you and how you are different. Your brand derives from who you are, who you want to be, and how others perceive you.
OBJECTIVES:
• Learn the journey of self-discovery.
• Understanding your objectives, stakeholders, would-be clients and competition
• Explore ways to communicate your brand.