Research tells us that people tell one or two lies every day. Additional studies report that half of negotiators will lie when they have motive and opportunity. Even more studies tell us we can only correctly identify lies about half the time. Fortunately, scientific examination tells us that we can conduct conversations in ways that make it difficult for our counterparts to … [Read more...]
Editorial – Toot your own horn
Every day in a large percentage of veterinary practices, product is “given away.” Depending on the practice, most of these products are not recorded as a “sale at no charge.” This behavior contributes significantly to inventory shrinkage. As important, the value of the free goods is not realized by the client or by hospital staff. Additionally, hospital owners give away … [Read more...]
A wink is not just a wink
Not everyone can wink. Whether using an emoji or contorting your face to drop an eyelid, winks are one of the most wide-ranging, ambiguous behaviors there is. Bottom line, you can’t really control how your wink is interpreted. Source: Science of US, September 19, 2016. The most popular interpretations: The wink was meant as a way of communicating thanks, or it was a sign of … [Read more...]
Find out if you’re a jerk
We don’t typically ask ourselves, “Am I jerk?” That’s because most people tend to know themselves relatively well. We know if we’re talkative or quiet. We know if we’re creative. Yet, we don’t yet have a full understanding of jerkitude. There is no scientific designation that matches the range of the application of the term “jerk.” It’s hard to determine if the guy who cuts in … [Read more...]
Real empathy is not about you
In our self-centered society, empathy seems like an outdated concept. Even caring individuals often get it wrong when trying to be empathetic to another’s situation. Genuine empathy is difficult because it is all about the other person – not you. Source: Gordon Tredgold, August 1, 2016. This is something that I still struggle with because as a confident person when I put … [Read more...]
Dynamics of a practice going defunct
This is a very thought-filled piece about the times a corporate buyout goes bad. Christopher J. Allen, DVM, JD, offers many things to think about, including patient records, liability, controlled substances and more. Take special note of the discussion about whose name is on the orders for controlled substances. Source: DVM 360, August 5, 2016. Allen suggests that if a … [Read more...]
17 meaningless things the worst bosses say
Repeating platitudes, especially as a superior, shows you’re lazy in words and actions. These 17 examples show how not to lean on useless phrases. Source: Inc., September 1, 2016. 5. 'We're experiencing a paradigm shift.' Actually, we're experiencing a change you don't know how to deal with and "paradigm shift" sounds a lot better than "I have no idea what the (heck) is … [Read more...]
Find the right job culture fit
Whether you are a receptionist, vet tech or DVM, the culture of your workplace is an important component of your individual or business success. While this article is written for prospective employees, it also provides a checklist for practice owners to increase their hospital’s profitability. Source: Pulse, August 24, 2016. We all hope to work for a company that’s clear, … [Read more...]
Looking for a job? Your boss may know.
Even if you use personal email and phones to correspond with prospective employers, don’t assume your activity is confidential. You may leave a perfect data trail for your existing boss to see. Source: Washington Post, September 6, 2016. The startup, Joberate, scrapes publicly available data from millions of individuals’ online social media accounts, or buys it from other … [Read more...]
Be careful when you share your new job on social media
Social media is like an open microphone, says Megan Leonhardt, a writer for Money. When changing jobs, you don’t want to say the wrong thing at the wrong time. She offers tips for staying on message and in control. Don’t tip your hand Pace yourself Get in sync Break the news Source: Money.com, September 2016, page 30. 'Put a little thought behind the process,' … [Read more...]
Avoid office gossip with new coworkers
Downloading the inside scoop on office personnel and discussing inner workings of the office with a new colleague can backfire or be helpful depending on the motives for sharing the scoop in the first place. Source: Harvard Business Review, June 17, 2016. 'If it’s information that everybody who works there already knows, that’s fine. But if it’s sharing privileged … [Read more...]
Get off the soap box
Soapboxing, is a term stemming from an era when a person would literally stand on a soapbox crate as a stage and scream to the world that he or she knew the right way — the only way — to do anything. Soapboxers tend to be utterly convinced that his or her view is the only view — and vocalizes it. They can destroy the rapport of an otherwise well-aligned group. Here are some … [Read more...]
The Amazon effect is changing logistics
Amazon continues to be the most disruptive element in supply chain management since UPS expanded its common-carrier package delivery system to cover nearly all geographic points of delivery. The term logistics is used in this article. This is correct for some of the services discussed. However, the direction of the article is about fulfillment, which includes supply chain … [Read more...]
Music at work makes a difference
Little research has been done about how music played in retail and office settings affects employees. So, a group of Cornell PhDs recruited 188 undergrads to participate in a voluntary contribution mechanism experiment. It measures and manipulates cooperative behavior among research subjects. One third of the group listened to “happy” music, another third listened to “unhappy” … [Read more...]
Introversion, the veterinary edition
Dean Scott, DVM, discusses the challenges of introversion versus extroversion from the veterinarians’ perspective. Introverts are naturally quiet and internalized; behaviors that extroverts may interpret as signs of aloofness or arrogance. Introvert’s interactions with people are draining. They also exert a lot of energy pretending to be an extrovert. I read once that if the … [Read more...]
Apply customer service principles to your vet business
Glenn Muske, North Dakota State University, looks at a veterinary businesses as a combination of retail store and service center. He suggests that emphasizing customer shopping assistance and customer service outside the exam room is worthwhile. Source: Beef Vet, Fall 2016, page 14. Muske tells people that helping a customer who walks in the door is tough without asking the … [Read more...]
What’s trending at Animal Health Digest
Every market creates its version of the top five or 10 list. Our Animal Health Digest team uses views and clicks to understand what our subscribers read. The results shape the focus of what we “read for animal health professionals.” AHD is a free service for all levels of personnel in our industry. The AHD Bulletin is published weekly and delivered on Thursdays via email. We … [Read more...]
Mitigate mistakes
Tracy Dowdy, CVPM, discusses prevention and management of the inevitable mistakes that happen, particularly in a fast-paced veterinary practice. Creating a better working environment for team members and clients includes these actions: Ensure the practice does as much as possible to help team members avoid making wrong decisions or acting inappropriately Acknowledge … [Read more...]
Type A designation to go up in smoke?
In the category of “WHAT?” we offer this piece on how the origin of Type A personalities has research funding origins from tobacco companies. As the old saying goes, “put that in your pipe and smoke it.” Source: Science of US, August 22, 2016. Detail-oriented as they are, the Type A’s among us may be interested to know three curious facts concerning the origin story of … [Read more...]
NAVTA now recognizes 13 veterinary technician specialties
The Academy of Veterinary Ophthalmic Technicians has been recognized as an official specialty by NAVTA as of August 16. The NAVTA Committee on Veterinary Technicians Specialties (CVTS) was formed in 1994 and is recognized by the American Veterinary Medical Association. The CVTS provides guidelines to veterinary technician organizations to facilitate the formation of a specialty … [Read more...]
7 ways youngsters can succeed with elders
It is common for young people to lead teams that include people older than them. This can cause rifts from older to younger and vice versa. Dan Rockwell says the onus for creating understanding and benefit is mostly on the younger set. Yet, he admits both elders and youngsters may feel the other doesn’t get it. He offers seven great tips to make these relationships … [Read more...]
Engaged employees are more productive
When employees are engaged with their work they are more productive and make positive contributions to their organizations. So it is disturbing to learn that worldwide only one in every eight employees is actively engaged. While engagement rates were the highest in Canada and the United States, the level of disengagement was still in excess of 50 percent. So, David and Arthur … [Read more...]
Handling scheduled drugs requires teamwork
Team accountability sums up this article about scheduled drug handling. Too frequently, we forget that inventory is managed best by a trained, knowledgeable team. Source: Veterinary Team Brief, August 2016, page 13. Team Takeaways: Veterinarians: Each veterinarian should carry his or her own individual DEA license, as well as any required state licensure, to ensure … [Read more...]
Inventory availability critical to distributor relationships
Eric Jensen shares his thoughts on how customers value distribution based on a survey of wholesale distributors. The results place inventory availability nearly as important as relationships. Technical support ranked third, while delivery time and price ranked fourth and fifth, respectively. Source: Industrial Distribution, August 12, 2016. If you are a distributor, while … [Read more...]
Preparing for IRS Section 179 tax deductions
The end of the year will be here before you know it. Now is a good time to look into those capital equipment options to help take advantage of the IRS Section 179 tax deductions. Pam Foster shares information targeted for distribution representatives in this two-part series. The information is applicable to veterinary teams as well. Source: Vet Advantage Blog. Starting … [Read more...]
Quitting is not failure
Andy Roark, DVM, MS, shares an experience and perspectives with a veterinary technician working in a challenging practice environment. Source: Dr. Andy Roark, August, 4, 2016. That’s why the goal in life should never be to overcome all obstacles, but rather to recognize which obstacles should be overcome, and which ones you should just turn and walk away from. We have three … [Read more...]
Scheduling secrets for veterinary receptionists
Wendy Myers shares tips about getting control of hospital scheduling. Effective scheduling techniques improve patient care, hospital revenue and client satisfaction. Reclaiming control of your appointments will also boost employee morale, she says. Source: Veterinary Practice News, July 12, 2016. Get your practice's schedule under control with these tips: Ask questions … [Read more...]
Renegotiate P & L expense agreements
Andrew Clark, DVM, MBA, uses insurance expense to illustrate action steps when managing some of the expenses on your balance sheet. He reminds us that getting competitive comparisons regularly is important. Source: Is My Practice Healthy, July 29, 2016. Veterinarians tend to be as loyal to vendors as we wish our clients were loyal to us. Insurance coverage is often provided … [Read more...]
When veterinary clients spend the most—and the least
Dr. Ross Knippenberg, assistant director of economics with the American Veterinary Medical Association, and the association's economics intern Sean Barker have completed a deep dive into seasonality and client spending in veterinary clinics. They confirm that business is slowest in the winter. Their analysis quantifies this effect and shows what the national average looks … [Read more...]
Drug abuse and addiction in the veterinary workplace
Jon Geller, DVM, DABVP, writes about this serious issue in veterinary medicine. He cites veterinary team access to a large variety of mind-altering, potentially addictive drugs, including controlled and non-controlled substances. He also notes light or non-existent drug testing, light inventory access and control, and inconsistent employee assistance programs for substance … [Read more...]