Speaking

Me with Stanbridge team

 

TOPICS FOR ALL TEAM MEMBERS

What Do You Do When a Client Says No?
This presentation focuses on how to handle client’s reactions when we make recommendations. This talk gives team members the tools and information on what they should say and how they can say it. I discuss commonly requested procedures, products, diets, and other elective services that veterinary hospitals provide and how we can get the client to say yes more often. I discuss the importance of getting clients to accept our recommendations and how that affects the pet, the client, the team members, and the overall bottom line of the hospital.

Are you creating your own drama?
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 cause’s undue stress on team members and in many cases can cause a large amount of drama in the hospital. This presentation helps people understand why we “make stuff up in our minds” and how we can stop doing it. 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.

Are you a communication Superstar? Or Does it Give You Anxiety?
Does talking to clients make you uncomfortable? Do you have a difficult time knowing what clients are feeling? This presentation helps you learn how to put yourself in a client’s mind and connect with them better. I further talk about ways that doctors (or managers) can track if clients are not only accepting recommendations but compliant with them as well. I also emphasize why we need to focus on client complaints or issues and learn from them to help improve hospital revenue. Lastly, I discuss how every doctor is a leader in the hospital and how to communicate and engage with their team in a way that will help them be more effective and stronger.

How to become a Cat Friendly Hospital®
This presentation focuses on teaching how to become a Cat Friendly Hospital® as well as using fear free techniques with dogs (if desired). It displays the benefits to the team members, the clients, and the doctors. This presentation provides details on how hospitals can grow the feline business in the hospital, as well as decreasing injuries to the team by learning better methods to work with the feline patients. I also give the hospitals tools use to help their clients vet visit easier for their cat.

How to communicate with clients and other team members by understanding body language
The purpose of this talk to teach team members how to read and interpret client’s body language. This ability helps every team member learn how to process what a client is thinking/feeling. This allows them to be more thorough when going over treatment plans. It also helps them understand how to explain procedures better when they can interpret how the clients are reacting to what they are saying. It takes a lot of practice but by giving team members some basic tips, it will help them grow.

Disaster Planning
This presentation focuses on what to do in an emergency. Earthquakes., fires, flooding, and active shooters, and tornados. I will discuss how to prepare for the event, what should do if you are affected by one, and what you should do afterwards. I will also give you tools to be prepared at home and at your hospital.

Toxicity in The Workplace
Many hospitals suffer from a toxic work environment. In this presentation I talk about toxic work environments and how to recognize them and how to help fix them. I discuss what things can lead to a toxic environment and how each person can influence the toxicity and make it better.

Is the word Policy like a four-letter word?
The words “policy” & “require” are trigger words that can upset clients. We tend to use to defend an action that we are taking without really explaining why the action necessary or how the action benefits the client or the pet. In this presentation we will discuss how to convey the rules of the hospital without automatically saying “policy” or “require” and avoid triggering the client to get upset with us as quickly.

TOPICS FOR MANAGERS, INCLUDING TECH & FRONT OFFICE MANAGERS

What’s next? Good career moves for technicians
After being a technician for several years, many techs say what’s next? This presentation discusses different options for technicians when they are ready for a career change.

Manager Guilt, Why We Have It and How Do We Get Rid of It
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 grow other team member’s skills so that the manager does not have to do it all.

The Idiots Guide to Hiring and Creating an Awesome Team!
This presentation focuses on the challenges of hiring and creating a strong team. It 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, streamline the hiring process, provides resume reviewing tips, and provides 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. Once the candidate is hired the second part of the presentation, I discuss what to do after the applicant is hired to ensure proper training and strategies for success at the hospital by using phase training and other tools.

Can A Manager Really Do It All?
This presentation discusses what the daily struggles are for a manager and if we can live up to our own expectations. I talk about what our biggest challenges are and how we can deal with those to make our jobs easier, something that we forget to do. I discuss time management, delegation, and having a work life balance.

The Employee Life Cycle
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. This presentation also talks about coaching & mentoring and how managers & supervisors can use this to make sure that the new hire is getting the appropriate information to do their job well. And whenever possible I also discuss creating a training to help make sure that training is being completed.

Training on the Most Important Appointment, The Euthanasia.
After contacting over 28 hospitals, I discovered that many team members have a difficult time in communicating with clients regarding euthanasia. Many of them are awkward and are unable to convey empathy to the clients while they are making the most difficult appointment. In this presentation I discuss commonly made mistakes in the scheduling, the handling, and the communication during a euthanasia appointment. I discuss how managers can train their team members on having this difficult conversation. I also give tips and specific phrases of what team members can say to owners during this difficult time.

Team Building: Create Stronger Practice Teams
In this interactive presentation attendees will learn how to use team meetings to help build a stronger team, as well 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.

CSR TOPICS

Bridging the Communication Ravine
This presentation focuses on communication challenges between different areas of the hospital as well as working with different personality types. It is designed to help receptionists understand that they are not alone in their challenges that they deal with every day. It is an interactive presentation that requires audience assistance. I empower receptionists to help them understand how they can use communication more effectively at their hospital. This is a good topic for the entire team as well.

The Most Important Appointment, The Euthanasia.
Many people feel uncomfortable when dealing with euthanasia’s. In this presentation I discuss commonly made mistakes in the scheduling, the handling, and the communication made during a euthanasia appointment. I also give tips and specific phrases of what team members can say to owners during this difficult time.