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WHEN EVERYTHING IS AN EXCLAMATION POINT: HOW TO COMMUNICATE EFFECTIVELY IN TIMES OF HIGH EMOTIONAL STRESS Monica Maxwell, SPHR, SHRM-SCP 11:30 AM - 12:20 PM | Room 213 AB The pandemic has been full of uncertainly. In this lecture, Monica Maxwell will discuss communication in the time of high emotional stress. When clients and staff are at their breaking point, the smallest amount of conflict can escalate quickly. This lecture will include tips and tools to defuse, reset and help manage stress in a stressful world. WHEN YOU HAVE CONFLICT ABOUT CONFLICT People communicate, process information, make decisions, and plan differently, which is a large part of what makes us all special and unique. But let’s face it: it also makes things a lot more challenging. While we know diversity in communication styles is important, when in the workplace, however, it can make our jobs a lot more difficult. We all know that communication is easiest with people who communicate and make decisions similar to us. However, when we are communicating with someone that thinks differently than us, it can be easy to make assumptions or fill in the gaps in communication. One of the easiest assumptions we can make is that they are wrong and we are right. In this session, Monica will discuss how to handle conflict when the management team (often the clinic owner and practice manager) have different approaches to conflict. WHEN (YOU THINK) YOUR STAFF IS THE PROBLEM: MANAGER COMPASSION FATIGUE; WHAT IT IS AND HOW TO COMBAT IT In this session, Monica discusses manager compassion fatigue and how it appears differently from traditional burnout. Managers will often become resentful of their clinic’s expectations without recognizing their own bad habits that created this environment. Tips on how to achieve work-life integration, including in a 24/7 environment will be discussed as well as ways to survive and thrive as a manager of a small business. THE FIVE LANGUAGES OF MOTIVATION Monica Maxwell, SPHR, SHRM-SCP 4:30 PM - 5:20 PM | Room 213 AB Often as managers, we struggle with meaningfully recognizing Monica Maxwell, SPHR, SHRM-SCP 2:00 PM - 2:50 PM | Room 213 AB Monica Maxwell, SPHR, SHRM-SCP 3:00 PM - 3:50 PM | Room 213 AB our team members. Many times, we try larger systems of recognition, a one size fits all approach for the whole team. Employment lawyers have often drilled into us that consistency is the best way not to get sued, so it stands to reason that this is what we would try. These systems inevitably are met with mixed reviews as the recognition speaks to some and falls short for others. In this session, Monica discusses the book by Dr. Gary Chapman, The Five Love Languages, and how it can be interpreted in the workplace. She discusses the importance, particularly with Generation Z, of personalized gratitude and how the Love Languages can help you and your staff speak the same language of motivation. SUNDAY, SEPTEMBER 26 COMMUNICATION IS HARD: USING APPS TO MAKE IT BETTER AND MORE ACCESSIBLE FOR YOUR ENTIRE CLINIC Erica Lacher, DVM 8:00 AM - 8:50 AM | Room 212 AB From Slack to GroupMe to Facebook, there are a wide variety of ways to communicate within your clinic. Use all that smartphone technology to keep the lines of communication up and running! Imagine a world where the front and back staff communicated well. It’s possible! TEACHING THE NEXT GENERATION, BRING ON THE VET STUDENTS! INTRODUCING THEM TO THE REAL WORLD Erica Lacher, DVM 9:00 AM - 9:50 AM | Room 212 AB We all want to hire great veterinarians. This means we’re all responsible for making great veterinarians. We’ll talk about the processes we have in place to give veterinary students opportunities to practice, set up feedback loops, and learn how to interact with the entire team. Show them the real world, and give them tools to work there, and they’ll surprise you!
nurse appointments (includes guidelines to get you started) • What hours to offer nurse appointments and how to set staff schedules Sponsor: END DROP-OFF DISASTERS: HOW TO DO ADMISSIONS AND DISCHARGES Wendy Myers, CVJ 3:00 PM - 3:50 PM | Room 213 AB Six angry clients are glaring at receptionists. They were told to “drop off” their pets for procedures by 8 AM. Two receptionists scramble to quickly check-in patients while answering four ringing phones. The last client in line shouts, “Can you get more people to help us? You said I could just drop off my dog. Now I’m late for work!” Let’s fix this disaster. What you’ll learn: • How to use admission appointments for smooth check-in experiences and to start surgeries on time • Tips to prioritize patients, choosing who checks in first based on the complexity of the procedure • How to use a surgical and dental point system to book the right amount of procedures per day • Why you need to schedule admission appointments with technicians (not receptionists) • How to confirm admission and discharge appointments • Ways to update clients on hospitalized patients • When and how to set discharge appointments (don’t squeeze client conversations about home care between busy evening appointments) Sponsor: IT’S HOW MUCH? SHOW VALUE FOR FEES Wendy Myers, CVJ 4:30 PM - 5:20 PM | Room 213 AB Although veterinary spending is growing thanks to Millennials, pet owners still want “good deals” on their pets’ medical care. You need to be PROUD of your prices and let clients understand the quality of your care. If your team does a better job of communicating value for fees, more pet owners will say YES to treatments. Packed with real-life scenarios and scripts, you’ll learn ways to show value: • When talking with a price shopper • When explaining preventive care services • When sharing medication costs • When presenting treatment plans for dental and surgical procedures • When collecting payment Sponsor: SATURDAY, SEPTEMBER 25 MAKE SHIFT HAPPEN! THE CHANGING WORLD OF VETERINARY MEDICINE AND HOW BEST TO EMBRACE IT (SIX ORGANIZATIONAL AND LEADERSHIP PRINCIPLES) Bill Kearley, DVM, MBA 8:00 AM - 8:50 AM | Room 212 AB We are at an important crossroads. Faced with rapid change, increased competition, economic challenges, increasing personal debt, and burnout, we need to consider new ways to preserve our practices and our people. The future is becoming increasingly difficult to predict and change is needed for businesses of all kinds to remain relevant and effective in our rapidly changing and connected world. It’s time to call into question some of the long accepted workplace best practices that no longer serve us. It is possible to effectively embrace change when we shift to six organizational and leadership principles. These interconnected principles show up as common themes shared by progressive, “next-stage” organizations across a variety of industries, including veterinary medicine. The shifts that must be taken are… PRINCIPLE #1 – CO-CREATING SHARED PURPOSE, VISION AND VALUES LEADS TO SUSTAINABLE PROFITABILITY Bill Kearley, DVM, MBA 9:00 AM - 9:50 AM | Room 212 AB Organizations are changing from a primarily profit-driven focus to a longer-term visionary purpose model. The end result is healthy, sustainable business profitability. PRINCIPLE #2 – ADAPTABILITY AND EXPERIMENTATION MAINTAINS PRACTICE RELEVANCE IN A RAPIDLY CHANGING WORLD Bill Kearley, DVM, MBA 10:30 AM - 11:20 AM | Room 212 AB Progressive organizations understand that the ability to adapt and experiment in ever-evolving environments is superior to
trying to predict the future and creating rigid strategic plans that quickly become obsolete and ineffective. PRINCIPLE #3 – INSPIRE AND EMPOWER PEOPLE TO WORK TOGETHER MORE EFFECTIVELY THROUGH COLLABORATIVE LEADERSHIP AND SHARED DECISION MAKING Bill Kearley, DVM, MBA 11:30 AM - 12:20 PM | Room 212 AB Circumstances and markets change rapidly as information flows faster. Rather than controlling through a top-down process and hierarchy, organizations can achieve better results by inspiring and empowering people to pursue their work with a high degree of freedom, responsibility, and accountability. PRINCIPLE #4 – WORK AS A NETWORK OF TEAMS TO ORGANIZE THROUGH MULTIPLE CONNECTIONS AND EFFECTIVE COMMUNICATION Bill Kearley, DVM, MBA 2:00 PM - 2:50 PM | Room 212 AB Technology and connectivity has increased our ability to self-organize and be more collaborative. Working as a network of teams allows us to organize with many different kinds of connections while maintaining a high level of autonomy, replacing the hierarchical organization systems of the past. PRINCIPLE #5 – UNLEASH YOUR TEAM’S CREATIVITY, MOTIVATION, AND ACCOUNTABILITY TO ACHIEVE BETTER RESULTS Bill Kearley, DVM, MBA 3:00 PM - 3:50 PM | Room 212 AB Next-stage organizations allow members the freedom to be their passionate, motivated, authentic, and diverse selves in the pursuit of tasks that fit individual interests, talents, and strengths. PRINCIPLE #6 – EQUIP TEAM MEMBERS WITH REAL-TIME INFORMATION FOR BETTER SPEED AND ACCURACY OF DECISION MAKING Bill Kearley, DVM, MBA 4:30 PM - 5:20 PM | Room 212 AB Radical transparency and leveraging technology equip team members with abundant real-time information, increasing the speed and accuracy of decisions. Many organizations are assuming an “open by default” information sharing philosophy. FINDING YOUR MANAGEMENT STRENGTHS In this lecture, Monica discusses the strengths and weaknesses of different personality types and how your personality affects your communication, management, and stress coping skills. Finding your strengths (and recognizing your weaknesses) can propel you to be a stronger leader and improve your results. Note: This is an extended session that includes break-out groups and activities, information from this session will be referenced throughout the rest of the day. Monica Maxwell, SPHR, SHRM-SCP 8:00 AM - 8:50 AM | Room 213 AB Often practice managers are put in a position to be fixers. They jump in when the front desk is short-staffed, handle the angry client, fix the broken NOVA, troubleshoot why EzyVet isn’t working. . .And the list goes on. Practice managers, in fact, are often promoted for their ability to be fixers. So why is this problematic? Being a problem solver is an important trait for any manager and leader. Problems arise, however, when problem-solving turns into fixing the issue for your staff rather than guiding them to solve the problem themselves. In this session, Monica will discuss her own journey and give tips on how to move away from being a fixer and becoming a strong leader. CONFLICT: WHY IT’S NOT SCARY AND HOW TO PRETEND YOU LIKE IT Monica Maxwell, SPHR, SHRM-SCP 10:30 AM - 11:20 AM | Room 213 AB Chances are, both you and your employees are afraid of conflict. Becoming a clinic that embraces healthy conflict is a long process that takes time and patience. In this session, Monica discusses what conflict really is and how to foster a clinic culture that embraces brave conversations. This session will also cover how to handle conflict when it deals with others and when it involves you. HOW TO GO FROM A FIXER TO A LEADER Monica Maxwell, SPHR, SHRM-SCP 9:00 AM - 9:50 AM | Room 213 AB
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