TOPICS FOR ALL TEAM MEMBERS

Compassion Fatigue for Veterinary Professionals

Overview

Burnout is very common in the veterinary field.  Our doctors and team members suffer from incredible loss daily and it takes its toll.  The focus of the talk is to discuss burnout, secondary traumatic stress, and compassion fatigue and to learn how to deal with this problem.

Objectives of the presentation

• Attendees will learn what the symptoms are, how to identify if they are experiencing any of them, and what to do to improve or even prevent them.
• Most importantly we talk about solutions, and attendees will get tools to make it better.

What Do You Do When a Client Says No?

Overview

In this presentation we will focus on how to handle a client’s reactions when we make recommendations for different procedures and services in our hospitals.  Many times, clients decline the services we are recommending, and our team members do not always know what to say in response.

Objectives of the presentation

• We will look at the basic necessities that we need to meet for the clients first.
• We discuss commonly requested procedures that veterinary hospitals provide and how we can get the client to say yes more often.
• Attendees will learn what to say in response and leaders will learn how to train their team members on client communication.

Cat Friendly Handling®, How to Understand and Work with Cats Better

Overview

In this presentation I will train team members how to work with cats better.  I teach how to understand cat behavior, how to use different techniques to increase team members comfort working with cats, and how to help the owners and the cats have a better visit.

I also give the hospitals tools can use to help their clients vet visit easier for their cat.

Are you creating your own drama? Do you worry about things that have not happened yet?

Overview

This presentation focuses on the drama that we self-create by making things up in our mind or making assumptions about why/what others are doing.  Many times, people worry about things that have not happened by reacting to them like they did.  This causes undue stress on team members and in many cases can cause a large amount of drama in the hospital.

Objectives of the presentation

We will discuss how attendees might be creating their own drama by “making stuff” up in their heads (MSU).

• This presentation helps people understand why we “make stuff up in our minds” and how we can stop doing it.
• We will talk about how we might make decisions based on assumptions and why that is bad.
• The attendees will learn how to stop worrying about things unnecessarily whenever possible.
• Learning to deal with these challenging thoughts and making less assumptions about why others do things will help improve the communication flow of the hospital.

How to communicate with clients and other team members by understanding body language

Overview

Communication is not always verbal, a lot of it is done through body language.  Learning how to interpret clients and other team members body language is an important skill.  This ability helps every team member learn how to process what a client is thinking/feeling when they are making recommendations.  It takes practice but giving team members some basic tips, it will help them grow.

Objectives of the presentation

• Attendees will learn how to be more thorough when going over treatment plans and being able to interpret how the clients react to what they are saying.
• They will learn what to do with their own body language to help create the relationship with the client.

Setting boundaries, Learning How to Make Yourself a Priority (Self-care)

Overview

This presentation is designed to help the overworked team member learn how to set aside time for themselves.  We will discuss the challenges that we face, the reasons why we do not make time for ourselves, and how we can accomplish the vision of living a fuller, balanced, life.

Objectives of the presentation

• Learning what makes us happy and self-fulfilled.
• To identify what veterinary professionals are doing that affects their ability to set boundaries.
• To provide the tools needed to start setting boundaries.

Disaster and Mishaps Planning for the Veterinary Hospital

Overview

This presentation focuses on what to do in different types of emergency situations that a veterinary hospital might deal with.  Whether it is a natural disaster, an escaped animal, or a violent client, there are several types of emergencies that can affect us.  Hospitals need to be prepared for all these situations before they happen.  In this presentation I will talk about what these situations are and how to be prepared for them.  I also provide tools on how to implement disaster plans at your hospital. As well as how to talk to your clients about some of these emergencies.

Objectives of the presentation

• To learn about the different emergency situations a hospital might encounter. Not just natural disasters, but also human-caused situations as well.
• They will learn what to do in different situations
• They will learn how to train their team and want they need to do with their clients and potentially the patients in evacuation situations.

How to Spot Toxicity in the Workplace and What to Do About it.

Overview

Many hospital team members work in a toxic environment.  In this presentation I talk about how to recognize a toxic environment, what type of effects a toxic environment has on team members, and what both team members and leaders can do to help change them.  I also discuss what things can lead to a toxic environment and how each person can influence the toxicity and make it better.

Objectives of the presentation

• Attendees will learn how to recognize a toxic environment, what type of effects a toxic environment has on team members, and what both team members and leaders can do to help change them.
• They will also learn what things can lead to a toxic environment and how each person can influence toxicity and make it better.

 Working with unhappy clients during challenging times.

Overview

Clients can be grouchy, short tempered, and impatient.  Why?   We must remember to put ourselves in the client’s shoes before judging them or reacting to them.  In this presentation I will discuss what we are doing, or not doing, to help clients during this challenging time.  I will also talk about what specifically we can do to improve our communication.

Harassment Prevention Training (California required)

Overview

In 2019, CA passed SB_1343 which requires that all employers of five or more employees provide 1 hour of sexual harassment and abusive conduct prevention training to non-managerial employees and 2 hours of sexual harassment and abusive conduct prevention training to managerial employees once every two years.

Training is required to be interactive and provided by a qualified trainer.

Getting Rid of Imposter Syndrome, How You Can Change & Grow Yourself

Overview

Many people today struggle with “Imposter Syndrome. ” It is not a new feeling, but it is something that is now recognized as a factor for how someone performs.  Many people do not feel confident in their jobs and constantly struggle with feeling “good” enough.  My presentations focus is on why we have these feelings and what we can do about them.

Objectives for the presentation

• We will talk about why we experience self-doubt, even in areas where we excel.
• We will acknowledge the nervous and worry about being “found out.”
• We will work through the negative self-talk that often accompanies imposter syndrome.
• And lastly after we discuss the different types of imposter syndrome, and I will provide the tools needed to help overcome it.

TOPICS FOR MANAGERS, INCLUDING TECH & FRONT OFFICE MANAGERS

Learning How to Manage Emotions to Become a Better Leader (2-hour presentation, or workshop)

Overview

Having high emotional intelligence is an important trait to good leadership. Unfortunately, many people in the workforce today do not have the right level of emotional intelligence to communicate effectively with each other, which can lead to dysfunction within the team. Learning how to manage your emotions is very important for leaders and managers today.  The goal of this presentation is to teach leaders how to manage their emotions and react appropriately when dealing with difficult situations.

Objectives for the presentation

• Learning the four building blocks of emotional intelligence, Self-awareness, Self-management, Social Awareness, Relationship management
• Learning how to be more self-aware and why it is important is the first step.
• Once attendees have learned how to be more self-aware, they can manage their emotions better through self-management
• After attendees have mastered the first two building blocks, they can learn how to effectively communicate with their team better.

Why an Empowered Team Is an Efficient Team

When a team member feels empowered at their job, they have better productivity, a better attitude, and have higher rates of job satisfaction. This presentation teaches managers and other leaders the benefits of empowerment and how they can do that with their team members.

Objectives of the presentation

• Attendees will learn how empowering team members can save the hospital money through less wasted time for decision making, employee retention, and better customer service.
• Attendees will also learn how delegating the right way to the right people is important.
• They will also learn how an empowered team is more efficient and can help the hospital become more profitable.

Manager Guilt, Why We Have It and How Do We Get Rid of It

Overview

This presentation focuses on why managers tend to overburden themselves and feel guilty about it.  It shows how this burden negatively affects managers and the rest of the team.  It also demonstrates why managers need to take the time for themselves, so they do not burn out.  It also teaches managers how to delegate to their team, so they can create a better system in their hospital.  This system can help improve other team members’ skills so that the manager does not have to do it all.

Objectives of the presentation

• The managers will learn common things we allow ourselves to feel guilty about at work, and how those feelings affect our work life.
• They will learn how to set boundaries and make themselves a priority.
• They will learn how to delete work to the team, so they do not have to do everything themselves.

The Idiots’ Guide to Hiring and Creating an Awesome Team!

Overview

This presentation focuses on the challenges of hiring and creating a strong team.  This is a two-part presentation.  In the first part I show how to find the right people by doing the following: creating a strongly worded ad, streamlining the hiring process, provide resume reviewing tips, and provide online screening tools.  I will further discuss what to ask during phone interviews, what to ask in the in-person interview and the observational interviews.  In the second part of the presentation, I will discuss how to ensure proper training and strategies for success at the hospital by using phase training and other tools.

Objectives of the presentation

• The attendees will learn how to place strongly worded ads that encourage people to apply to their hospitals.
• They will learn how review the resumes and weed out the “flaky” candidates.
• Attendees will learn what to do next with orientation and setting the employee up for “success” in their practice.
• We will go over phase training and how to implement at the hospital.

**If in a workshop setting, we will break out into smaller groups to discuss all of the information.  I will have handouts to give to the attendees.  The limit should be fifty.  A whiteboard or big tear off paper would be great.

Can A Manager Really Do It All?

Overview

This presentation uses real-life examples from several managers and the daily struggles they deal with.  We will discuss what our biggest challenges are and if we can live up to our own expectations.

Objectives of the presentation

• Attendees will learn how to deal with common challenges such as time management, being the HR department of one, and being pulled in a variety of directions.
• Attendees will also learn more time management skills, delegation, and how to have a better work life balance.

The Employee Life Cycle

Overview

The employee life cycle discusses what to do after you have hired a new employee.  From their first day through their first 90 days and beyond.  I provide tips on how to implement new hire training at other hospitals and why it is important.  I also discuss phase training and how to use that to help ensure that new team members know what to do in specific situations.  I will also talk about how coaching & mentoring employees is such an important part of a manager’s job and essential to the success of a new employee.     

Training on How to Talk to Clients About the Most Important Appointment, Euthanasia.

Overview

Euthanasia is one of the most difficult appointments that we see in a veterinary hospital.  It is emotional for the client, the doctors, as well as the team.  Unfortunately, many hospitals do not adequately train their team members on how to handle these emotional situations.  The focus of my presentation is to make this communication stronger and easier for team members to do.

Objectives of the presentation

• In this talk attendees will learn why it is awkward to communicate to clients about euthanasia and how team members are unable to convey empathy to the clients while they are making the appointment.
• They will learn commonly made mistakes in the scheduling, the handling, and the communication during a euthanasia appointment.
• Attendees will learn how to train their team members in having this difficult conversation. Or even what they can say to provide the best empathy and comfort to the client.

Team Building: Create Stronger Practice Teams by Utilizing Core Values

Overview

In this interactive presentation attendees will learn how to use team meetings to help build a stronger team, as well as introduce, or maintain the hospital’s core values.  We will discuss why it is important to have core values that your team members can follow and believe in.   We will also discuss not only the importance of having regular team meetings, but how to make them effective.

Objectives of the presentation

• To teach leaders the importance of creating and maintaining core values within their hospital.
• After they learn the importance, they will learn how to create and maintain the hospital’s values.
• Attendees will be given real-life examples of things they can do in their hospitals to create a better environment

HR Topics for New Managers

Overview

This talk is meant for new practice managers to help them learn five things that they need to do as a manager.  Real-life examples from seasoned manager regarding new hires, orientation and onboarding, coaching, holding team meetings, and delegation.

Objectives of the presentation

• Attendees will learn how to hire good team members
• Attendees will learn the difference between orientation and onboarding.
• They will learn how to coach and guide their teams, and how to hold team meetings.
• Most importantly, they will learn how to delegate duties to make their jobs easier.

Back to basic HR – 5 Common HR Issues Veterinary Hospitals Have

Overview

This presentation focuses on common HR issues that many practice managers experience in their hospitals.  Running a business is a difficult thing to do and when trying to manage a team sometimes it can feel impossible.  In this presentation I am going to talk about five common problems that managers deal with while managing their teams.  Recruiting, employee communication problems, employee training, employee retention, and motivating employees to take more initiative.

Objectives of the presentation

• Attendees will learn how to improve communication challenges with their team.
• How improving training within the hospital leads to better employee retention and also can “motivate” employees to take more initiative.
• They will also learn how to recruit effectively for their hospitals.

CSR TOPICS

Bridging the Communication Ravine

Overview

Every hospital has communication challenges between the different areas of the hospital.  Many times, these challenges are a result of the different personality types within the team members as well as the logistics within the hospital.

Objectives of the presentation

• Attendees will learn different types of communication and what they should and “shouldn’t” do when communicating with others depending on their personality.
• Attendees will also role play different challenges we experience and help empower team members to help them understand how they can use communication more effectively at their hospital.

Talking to Clients About the Most Important Appointment, Euthanasia.

Overview

Many people feel uncomfortable when dealing with euthanasia.  In this presentation I discuss commonly made mistakes in the scheduling, the handling, and the communication made during a euthanasia appointment.  I will talk about why this appointment is so important and how easy it is to do it wrong.  I also give tips and specific phrases of what team members can say to owners during this difficult time.