You can apply Jeffrey Gitomer’s perspectives on acting on what you know. In sales, “thought conversion” is critical. Convert the lessons you hear, the things you observe, and the things you know and believe to be true, into positive action. He shares seen keys to convert listening and knowing into doing. Source: Ingram’s Magazine, November 2016. In your personal … [Read more...]
Search Results for: listening
Dr. Blach presents customer service
In the most recent Is My Practice Healthy,? Dr. Blach references focusing on the customer in three different posts. We agree with his assertions. Customer service training, listening or questioning and anticipating customer needs are critical to differentiating your business, territory or company from competitors. Source: Is My Practice Healthy?, March 12, 2017. How do you … [Read more...]
Puppies like baby talk
A recent study of human voices suggests that puppies favor the higher pitch we use when talking to them. Source: Science of Us, January 11, 2017. While older dogs were equally responsive to high-pitched and normal recordings, younger ones seemed particularly engaged when they were listening to people baby-talk in their direction. Also see: The Bark, January 14, 2017, Dog … [Read more...]
Office toxicity can overwhelm you
If you are always on the listening end of the venting during the ever-present office bitch sessions, these authors offer perspective. They speak to the emotional toil the toxic handlers experience and suggest reframing the discussion. Source: Science of Us, December 6, 2016. In a terribly unsurprising finding, their research suggests that people in these roles “frequently … [Read more...]
You’re probably a bad listener
Most people don’t think that they’re bad listeners — but they are. Are you? The first and most important step in overcoming bad listening habits is to become more aware of them. Source: Bottom Line Personal, September 15, 2016. Roger Flax, PhD, shares nine common bad listening habits, plus strategies for becoming a great listener. INSIGHTS: We especially liked how Dr. Flax … [Read more...]
Debate sparks help for interruptions
Trying to have a conversation these days is a challenge. Interruptions seem constant. The recent presidential debate is a prime example. Interruptions are familiar behavior on sports and news panels, in the workplace and at home. The question is, how do you even talk to someone who won’t let you get a word in or finish a pair of sentences? Source: Science of US, September … [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...]
What good listeners actually do
Researchers dug into what makes a great listener and grouped the qualities identified into four main findings along with identifying six levels of listening: Good listening is much more than being silent while the other person talks. Good listening included interactions that build a person’s self-esteem. Good listening was seen as a cooperative conversation. Good … [Read more...]
What if meat eaters acted like vegans?
Dan Murphy’s commentary about a recent video is comical and thoughtful. The video clip “What If Meat Eaters Acted Like Vegans,” presents a satirical look at over-the-top convictions we frequently experience about food topics. Source: Drovers CattleNetwork, May 20, 2016. The running gag throughout the 3-minute clip is the absurdity of listening to the “wisdom” of a true … [Read more...]
Exam room do’s and dont’s
Ensuring a positive experience for animals and the clients is critical for customer satisfaction and retention. This private space provides the ideal opportunity for veterinary team members to educate clients on preventatives and treatments. Kara M. Burns, MS, MEd, LVT, VTS (Nutrition), Wamego, Kansas, identifies exam room disciplines that make exam room visits smooth and … [Read more...]
Become a fantastic listener
Active listening is a challenge for most animal health professionals. Our attention and intentions are frequently distractions from truly hearing what another person has to say. This article offers guidance for becoming a better listener. Source: Lead Change Group, February 1, 2016. Most of us think that we are average to good listeners. Unfortunately, that is the status we … [Read more...]
Defusing emotional conversations
Opinion differences are inevitable when working together. Ron Friedman, Ph.D. shares a strategy for times when conversations become so emotionally charged they have nothing to do with the issues at hand. Source: Harvard Business Review, January 12, 2016. What do you do when a conversation is spiraling out of control? When you’ve tried all the patient listening you can … [Read more...]
How to show clients sincere empathy
Actively listening is critical to effective person-to-person communications. The level of empathy needed when talking with clients is often determined by how much emotion is present. This is a good article for veterinary hospital teams to discuss during staff meetings. Source: Veterinary Team Brief, November/December 2015. Providing clients with sincere and genuine empathy … [Read more...]
Pet business gets even more personal!
This blog post from Packaging Digest exposes even more reasons to consider personalized resources and tools for clients of veterinary hospitals. While the article is about the Just Right brand from Purina there is context here for veterinarians, practice managers and vet teams to consider as they interact with clients. Using photos in web tools and in digital medical files … [Read more...]