Some days it seems the business world has things upside down. Kindness is viewed as weakness. Empathy has no place in the business world. Ruthlessness is essential for success. Why, there are even training programs to help you go “from bud to boss.” Now, research that proves nice bosses can and do finish first. Source: LinkedIn Pulse, July 17, 2016. The thing is, nice … [Read more...]
Journal of Dairy Science
The amount of research going on in animal health at any given point in time is amazing. It points to how much work goes into keeping animals healthy which creates a safer food supply chain. For your convenience, we have linked to the table of contents from the latest issue of the Journal of Dairy Science. Source: Journal of Dairy Science, August 2016, Volume 99, Issue 8, … [Read more...]
Backyard Chickens 101: A quick guide for small-animal veterinarians
Backyard poultry raising is increasing in suburban and urban areas. As a result, veterinarians may be asked to provide veterinary care for chickens. This may present challenges for those who have rarely worked with them or have not dealt with them since veterinary school. Source: AVMA, July 13, 2016. (via AVMA SMARTBrief). To help veterinarians in these situations, the AVMA … [Read more...]
JAVMA contents
For your convenience, we have linked to the table of contents in the latest issues of the Journal of the American Veterinary Medical Association. Source: JAVMA, July 1, 2016. … [Read more...]
AAHA releases 2016 Oncology Guidelines for Dogs and Cats
It is difficult for practitioners to keep up with new research, trend, and practices related to oncology. There is new resource to help. AAHA released its 2016 Oncology Guidelines for Dogs and Cats (“Guidelines”), a go-to resource general practitioners can use with oncology patients. The Guidelines are broken down into 14 areas. Sections include basic diagnostic tests and … [Read more...]
AVMA launches clinical studies database
The AVMA has launched an animal health studies database as a resource for researchers looking for animals animals to use in clinical studies and for veterinarians and owners exploring treatment options. Source: AVMA SmartBrief, July 8, 2016. Veterinarians and animal owners may search the site to find studies that might be relevant to their patient or pet, either for a … [Read more...]
Communication and Leadership
Most breakdowns in communication within a business initially seem like success to the communicator. They get their perception of the facts and come up with solutions that make sense to them. The problem is they didn’t get the other person’s perception of the facts. Thus solutions are not sensible to the person receiving the communication. Source: Finance Global Info, May 29, … [Read more...]
Being a millennial: I expect more
Jill Heggen, public relations counsel, millennial and animal health communicator, shares how veterinary practices can effectively reach her and her counterparts. Her personal perspective mirrors how successful firms are reaching this important audience. Source: Swanson Russell. I grew up before the internet and digital media and on-demand TV. I grew with digital media as it … [Read more...]
Help your team succeed
Strategy, skill and execution are important to achieve success in most veterinary hospitals and practices. However, the mental side of the challenge is too often overlooked in leading the practice team to ultimate goals and successes. There are things you can do to help your hospital team mentally prepare to reach and exceed expectations. Source: Harvard Business Review, … [Read more...]
A nudge can change behavior
Can a small, simple adjustment, or nudge, change our behavior for the better? Richard Thaler, a University of Chicago professor who studies behavioral economics and finance, in addition to decision-making psychology believes it can. He’s even written a book titled, Nudge. Source: TED Radio Hour, June 24, 2016, first segment. If you want to encourage people to do something, … [Read more...]
Steps to take when feeling burned out
Research shows that burnout occurs when the demands people face on the job outstrips the resources they have to meet them. Certain types of demands are more likely to tax people to the point of burnout, especially a heavy workload, intense pressure and unclear or conflicting expectations. Source: Harvard Business Review, June 20, 2016. If you think you might be experiencing … [Read more...]
Stereotypes impact older workers
Older workers are generally seen as less motivated, less willing to engage in training and career development programs, more resistant to change, not as trusting, more likely to have health problems that affect their work and more vulnerable to work-family conflicts. In addition, there’s evidence older workers are likely to further stereotype themselves on the basis of what … [Read more...]
10 things never to say in an email
Email is a great tool, but live conversations or meetings in person are better ways to communicate lengthy points of view or work through emotionally charged discussions. The 10 tips here will come in handy, especially when biting one’s tongue is in order. Source: Forbes, June 12, 2016. There is always a better way to communicate your strong feelings than to dash off an … [Read more...]
Effective hot spot treatment
Paul Bloom, DVM, compares pyotraumatic dermatitis and pyotraumatic folliculitis/furunculosis. The article includes good images, as well. Source: Animal Health Solutions, June 2016. Page 22. Skin scrapings should be performed to rule out demodicosis with a secondary bacterial folliculitis and furunculosis as the cause of the lesion. Treatment involves completely removing the … [Read more...]
The right way to cut people off in meetings
Learn how to use the word “jellyfish” to keep meeting discussions from drifting. Our team likes this concept knowing how easy it is to stray off topic in meetings, sales calls and general conversation. Source: Harvard Business Review, April 8, 2016. The conversation begins, but after 10 minutes of good discussion on the first agenda item, someone goes off on a tangent that, … [Read more...]
Self-disclosure, leadership and trust
John C. Maxwell said, “A leader is one who knows the way, goes the way and shows the way.” Every animal health professional is a leader when it comes to communicating with an animal owner, client, customer or staff member. Jesse Lyn Stoner provides some perspective on self-disclosure. Source: AVMA SmartBrief, May 31, 2016. Self-disclosure is an important leadership trait … [Read more...]
Career paths for client service representatives
Team members who want to grow personally and professionally in any role can help a practice thrive. Consider these tips and examples to help yourself or a staff member explore opportunities for advancement. Source: Veterinary Team Brief, March 2016. Many exceptional veterinary assistants, veterinary nurses, office managers, practice managers, and practice administrators … [Read more...]
Front desk persons anchor the customer experiences
Whether in a veterinary hospital, retail store or dealer, the persons at the front desk set the tone for each visit. Their skills in customer acknowledgement and directing traffic make or break visits. Katherine Dobbs, RVT, CVPM, PHR, provides a unique perspective for all animal health professionals to consider. Source: Veterinary Practice News, May 31, 2016. Front desk … [Read more...]
The cost of avoiding conflict
Managing conflict is not something most people look forward to dealing with in the workplace. Yet, conflict is a sign that your hospital is pushing boundaries and growing. Given that business is constantly changing means that if you are not growing, your business is dying. There is no status quo in our industry, so managing conflict correctly become a key performance indicator … [Read more...]
Seven listening styles and how to approach them
The White Rabbit from Lewis Carrol’s, Alice in Wonderland, said, “The hurrier I go the behinder I get.” In many cases this quote describes the listening skills of animal health professionals who are quick to move without really hearing how a customer responds. Take time to pay attention to your communication process, and listen to your listener before you speak. Source: Ag … [Read more...]
Position yourself for success
The internal messages you send yourself regarding your role in the hospital, the distribution company or the manufacturer largely determine your success with your clients, your practices or your customers and therefore within your respective organization. Consistent high performers in the veterinary industry have a very clear image of their role in every interaction. Source: … [Read more...]
Giving it away doesn’t work
“Giving discounts on the fly can backfire,” asserts Andy Roark, DVM. “Time and time again, it’s a habit that gets DVMs into trouble. Worse, it’s a practice that’s strangling struggling vet practices and damaging our profession as a whole.” Source: Dr. Andy Roark, May 21, 2016. Most vets understand that giving away products or services means the clinic makes less money. … [Read more...]
Improve self-acceptance for better well-being
More than one in six veterinarians have considered suicide since graduation, according to a 2014 study by the Centers for Disease Control, as reported by JAVMAnews. It is important to maintain mental health and sound well-being, no matter what role you fill in the animal health business. Srini Pillay, MD, notes that self-acceptance, or lack of it, affects your physical and … [Read more...]
12 things that make us sound dumb
Consistently communicating clearly is hard. Yet, how we communicate with others helps keep projects moving, builds relationships and keeps careers advancing. Dumping these 12 words and phrases will help us sound as smart as we are. Source: Business Insider, May 12, 2016. Your verbal communications can make or break your relationship with your boss, team, clients, business … [Read more...]
Millenials: the job-hopping generation
Data supports the thinking that those born between 1980 and 1996 move from company to company more than any previous generation. 60 percent of millennials open to a new job opportunity Millennials most likely generation to switch jobs Millennials are the least engaged generation in the workplace Source: Gallup Business Journal, May 12, 2016. Why are millennials … [Read more...]
Improve Compliance Messaging
For more years than I can count, compliance has ranked as one of the top challenges facing the veterinary industry. When I saw this article on resiliency I thought it could easily be retitled, “Five Ways to improve your Compliance Messaging.” But, this only applies if everyone from the front desk, to the technicians, to the practice managers, to the DVMs, to the owners, to the … [Read more...]
First impressions matter
Whether you are a sales rep, on hospital staff or a DVM, there is never a second chance to make a first impression. Some people seem to have a knack for creating a positive first impression with everyone they meet. Just like there are no overnight successes, no one is born with this ability. They work at it. And these people who create positive first impressions aren’t just … [Read more...]
Mixed messages diminish preventive care value
Consistent messages from each staff member that preventive care is fundamental to pets’ health is critical for preventive care successes. Consistency starts with setting and maintaining standards. The more veterinarians in a practice, the more important standards are as each vet may have his or her ideas and recommendations. Source: Veterinary Team Brief, April 2016. The … [Read more...]
People prefer human interactions in customer service
It is not easy to reach someone in person when seeking customer service. According to Accenture Strategy’s latest Global Consumer Pulse Research, U.S. consumers say it is becoming harder to do so, even as companies work to be more accessible. Source: CRM.com, May 2016. As organizations invest in digital technologies and channels to support customer service, they have … [Read more...]
Vet Set Go offers a roadmap for kids who dream of vet medicine
Chris Carpenter, DVM, is guiding tweens with a quick-start guide to a career working with animals. His website, new book and videos help children learn about being a veterinarian. Source: AKC Family Dog, May/June 2016, page 42. (direct link unavailable) Vet Set Go is the first and only web community designed for aspiring veterinarians. … [Read more...]