Veterinary Practice Team

What makes a veterinary practice a

success??
VETERINARY TEAM
This team is made up of individuals
with different training, credentialing,
backgrounds, personalities, qualities,
and skills that all contribute to the
success of the practice

Veterinary Practice Team

Is driven by:
Revolution in medical technology and
knowledge
Evolution in the relationship between
human and non-human animals

Revolution in medical technology

and knowledge
Specialization and research
Increasing number of specialist
More options for diagnostic and
therapeutics
No one can do it all
Referrals are standard
Primary care requires special
skill/knowledge

Evolution of human-animal bond

From the barnyard to the backyard to
the bedroom
Increasingly strong emotional tie
Role animals play in society
Health benefit of pets

Skillful client communication

Engage
Empathize
Educate
Enlist

Application to successful teamwork

Members are equally bonded to their
pets
Adds a unique emotional component to
the workplace

Veterinary Practice Team members

can include:

Students
Groomers
Kennel Assistants
Veterinary Assistants
Veterinary Technicians
Veterinary Technologists
Veterinary Technician Specialist
Receptionists
Practice Managers
Office Managers
Veterinarians

Communication is a team effort

Reminder of need for service
(receptionist/technician)
Make the appointment (receptionist)
Reminder of appointment
(receptionist/technician)
Greet the client (receptionist)
Initial history (exam room technician)

Communication is a team effort

Physical exam, recommendations
(veterinarian)
Dispense medication (technician)
Receive payment/schedule next visit
(receptionist)
Follow up call (receptionist/technician)
Everyone on the team is responsible to
gain client compliance

Effectiveness of team depends on

excellent communication

Communication and learning style

Principle of adult learning
Giving feedback
Managing conflict

Communication style

Action
Process
People
Idea

WHAT IS YOUR PREFERENCE?

Action-oriented people

Focus on results
Minimize alternatives
Be brief
Emphasize practicality
Use visual aids

Process-oriented people
Be precise
Logical order
Background
Present situation
Outcome

Include options
Dont rush

People-oriented people

Small talk
Stress relationships
Support from well-respected people
Be informal

Idea-oriented people

Allow plenty of time

Be patient with tangents
Relate topic to broader concepts
Emphasize future value
Start with key concepts and work
toward the particulars

Learning Style
Visual
Auditory
Kinesthetic

WHAT IS YOUR PREFERENCE?

 Learning style

Andragogy
Six concepts underlying andragogy
The need to know
The learner/s self concept
Role of the learners experience
Readiness to learn
Orientation to learning
Motivation

Giving Feedback
Use the sandwich technique

Giving Feedback Rules

Ask for permission

What is needed is analysis
Feedback criticism
Be nice and be respectful
Avoid you should
Focus on the effects of an action or
statement

Receiving Feedback
Be respestful
Ask for clarification, if necessary
Explore and discuss optional
approaches
Accept, modify or reject suggestions,
respectfully

Conflict Management

When is avoiding appropriate?

No chance of satisfying your concerns
To let people cool down and regain
perspective
When gathering information
supersedes immediate decision
When others can resolve the conflict
more effectively

When is competing appropriate?

When quick decisive action is
necessary
On important isssues where unpopular
actions need implementing
On vital issues where you know you
are right

When is compromising
appropriate?
When goals are important
To achieve temporary settlements to
complex issues
To achieve expedient solutions under
time pressure

When is collaborating
appropriate?
To find an integrative solution when
both concerns are too important to be
compromised
When your objective is to learn
To gain commitment through
consensus
To build the trust level and integrity of a
relationship

When is accomodating
appropriate?
When you are wrong
When issues are more important to
others than they are mistakesto you
To minimize losses when you are
loosing
When harmony and stability are
especially important
To allow others to learn by mistakes

Tools for conflict management

Empathy/active listening
Prior to informing, ask permission
State the problem (focus on effects of
actions)
Ask the other person for preffered
solution
Apply appropriate conflict style

THANK YOU ...

Materi diadopsi dari: