QUARTERLY BEAT / JULY 2022 ///
WEBINAR HIGHLIGHTS
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Creating Sticky Messages: Your Team Superpower
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BY DR. MARY ANN VANDE LINDE, DVM, Vande Linde & Associates, LLC, Brunswick, GA USA
In this VETgirl practice management webinar, “Creating Sticky Messages: Your Team Superpower,” Dr. Mary Ann Vande Linde, DVM discusses building the foundation of effective team communication. Learn techniques to build client trust with your veterinary health care team.
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WHAT HASN’T CHANGED IN 2022? POWERING UP RECOMMENDATIONS Communication is the creation of shared understanding or meaning through interaction between two or more parties. Communication is the foundation of your practice. Through communication you relay the values and processes of the hospital to the health care team, your clients, and the community. Through communication you build trust which is the lynchpin of the success of your business. There are five components to trust building communication: 1. Consistency and predictability a. Dependability of events, responses, behaviors b. Congruity of verbal and non-verbal messages c. Avoid mixed messages d. Avoiding capriciousness or the appearance of favoritism e. The sense of familiarity, that people will be able to fairly accurately anticipate events, outcomes, responses
5. Examining mistakes - and problem-solving - as a team, not assigning blame Be aware that trust can be undermined quickly. Trust breakers include: • Failing to deliver on commitments • Gossiping or disregarding confidentiality • Ignoring problems when they occur • Not communicating clearly COMMUNICATION SKILLS The first communication with clients often starts on the phone. A well-trained front office team can enhance the success of your practice by using communication skills that attract new clients and bond them to your practice NON-VERBAL COMMUNICATION Non-verbal communication can be just as important, if not more powerful, then verbal communication. Regardless of what we say, our body language also tells a story. It’s imperative that team members be mindful of the message received by clients as a result of non-verbal communication. For example, folded arms, a frustrated sigh, or frowning may indicate impatience and frustration with the client or pet. On the other hand, smiling, nodding of the head, and leaning in toward the client demonstrate interest and patience when the client is talking. Eye-contact is one of the most significant non-verbal communications. Communication can become impersonal, and clients won’t think you’re very interested if you don’t make eye- contact with them. Be sure to establish eye-contact with clients when they arrive at the practice, when you ask them to follow you to exam rooms, when you greet them in exam rooms, when you ask clients questions and when you say good-bye.
PROTECTS AGAINST MORTALITY 1 Only Nobivac ® Lepto 4
2. Integrity
a. Doing what you say you’re going to do b. Following through on commitments and promises
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3. Respect for confidentiality 4. Commitment to shared cause, goals, and behaviors
a. Demonstrating concern for the needs of others and the shared cause b. Make sure the goals are clear to everyone. c. Check with people frequently to see if they have what they need to fulfill their commitments d. Strive to create an atmosphere where it is OK for people to ask for help e. Sharing the credit
Protection unites us.
References: 1. LaFleur RL, Dant JC, Wasmoen TL. Prevention of disease and mortality in vaccinated dogs following experimental challenge with virulent leptospira. J Vet Int Med . 2011;25:747.
Copyright © 2022 Merck & Co., Inc., Rahway, NJ, USA and its affiliates. All rights reserved. US-NOV-220300020 537650
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