CE DAYTIME SESSIONS
MAKING THE HIRING PROCESS LESS SUCKY: PICK THE RIGHT QUESTION TO PICK THE RIGHT CANDIDATES Erica Lacher, DVM 10:30 AM - 11:20 AM | Room 212 AB Let’s be honest, the hiring process sucks. At the end of day you’re tired, and need more help. Picking the one that seems least bad sounds like a good idea. It’s not! Hiring the wrong person costs so much more than not hiring anyone. Learn how to ask the right questions to get the right employees. Start off with a willing, coachable employee instead of one asking when they can take their first vacation day. GAME THEORY: MAKING PROFIT A GAME FOR YOUR STAFF Erica Lacher, DVM 11:30 AM - 12:20 PM | Room 212 AB Getting staff engaged in the monetary side of the practice is tough on a good day. Options presented for your average sales business don’t translate well to veterinary medicine. Learn about ways that bring the clinic together to achieve goals rather than pit front office vs. techs vs. doctors. LOW HANGING FRUIT: HOW WE USE REMINDER CALLS TO BRING IN THE BIG STUFF AND KEEP CLIENTS HAPPY Erica Lacher, DVM 1:00 PM - 1:50 PM | Room 212 AB Sending out postcards? Oh you’re fancy and do email or texts instead? Your clients are still ignoring you. Know who they don’t ignore? Chewy. Take a lesson from them to beat them at their own game. SLEEPING WITH THE MANAGEMENT TEAM: HOW I MANAGE A PRACTICE WITH MY HUSBAND AND STAY HAPPILY MARRIED Erica Lacher, DVM 2:00 PM - 2:50 PM | Room 212 AB Veterinary medicine is very often a family business. And no one fights like a family. We’ll talk strategy to be sure goals and roles are clearly outlined to keep your relationship a happy one. PROFESSIONAL DEVELOPMENT/ WELLNESS FRIDAY, SEPTEMBER 24 MAKING TIME TO DO WHAT MATTERS MOST – PART 1 Laura Baltodano, DVM 8:00 AM - 8:50 AM | Room 007 B We oftentimes spend time “spinning our wheels” doing “stuff” each day that depletes our energy, leaving us drained and overwhelmed. Learn how to re-focus your time doing the things that lift your spirit and fuel you. This session will include creating a plan of action that will leave you energized and ready to conquer your life using your time most effectively! MAKING TIME TO DO WHAT MATTERS MOST – PART 2 Laura Baltodano, DVM 9:00 AM - 9:50 AM | Room 007 B We oftentimes spend time “spinning our wheels” doing “stuff” each day that depletes our energy, leaving us drained and overwhelmed. Learn how to re-focus your time doing the things that lift your spirit and fuel you. This session will include creating a plan of action that will leave you energized and ready to conquer your life using your time most effectively!
LISTENING WITH EMPATHY Carolyn Shadle; PhD; John Meyer, PhD 2:00 PM - 2:50 PM | Room 007 B
BUILDING A COLLABORATIVE RELATIONSHIP Carolyn Shadle, PhD; John Meyer, PhD 2:00 PM - 2:50 PM | Room 007 B What is the difference between a “transaction-based” business model and a “relationship-based” business model? This presentation will describe the elements that make these models different. We describe the “transaction” model which assumes that partners do for each other with the expectation of reciprocation. Most relationships start here. We will then discuss how an interaction can grow to a “relationship.” A one-time sale needs different techniques than attracting clients who will return and remain loyal to your service. We will discuss why a “relationship- based” business model is most appropriate for building a long-term collaboration with your client in which the client feels a loyalty to your practice and returns for future services. CARING FOR A LIFETIME Carolyn Shadle, PhD; John Meyer, PhD 3:00 PM - 3:50 PM | Room 007 B A relationship with your clients means better health outcome to their pet and a more successful bottom line for your business. We will outline 10 elements that help to build a clientele that brings pets for lifelong care. Participants will leave loaded with information about Health Risk Assessments, the Pet Wellness Report®, and wellness plans. In addition, we will share experiences reported by successful veterinarians about what works for them and how the prepare their team members to engage clients for lifelong care. This large demographic group provides opportunities and challenges for older teammates. Many stereotypes and myths about this age group abound. You will recognize some and learn to dismiss others. We will engage the participants in thinking about 12 characteristics of millennials, including their comfort with technology and their desire for time for family, friends, and fitness. Veterinarians have shared their experiences about how most effectively to communicate with millennials – be they clients or teammates, and we will be pass this along. Understanding this group helps your practice to leverage their talents and develop effective relationships with them. Objectives: To review the characteristics (or myths) of millennials To consider effective ways to communicate with millennials To prepare to leverage the talents of millennials to improve practice performance and working pleasure. TECHNOLOGY LEVERAGE THE TALENTS OF MILLENNIALS Carolyn Shadle, PhD; John Meyer, PhD 4:30 PM - 5:20 PM | Room 007 B
Client return-rate and compliance are impacted by the way you relate to your clients. In addition to medical know-how, effective veterinarians need positive interpersonal skills. We will describe and demonstrate effective ways to listen with empathy and, most importantly, how to let your clients know they have been heard. Participants will find that listening with empathy is especially empowering when relating with team members. Knowing the difference between sympathy and empathy can enable team members to build a caring and collaborative workplace culture. Objectives: To become aware of the difference between hearing and listening and the difference between responding with sympathy and empathy To learn four ways to respond so the speaker knows s/he is heard To learn how to make new speech patterns a part of your “script.” SPEAKING UP WHEN IT’S YOUR TURN Carolyn Shadle, PhD; John Meyer, PhD 3:00 PM - 3:50 PM | Room 007 B Sometimes the behavior of a colleague is annoying or problematic. Do you say anything? If you’re going to speak up, what do you say? We will dramatize a case involving a staff person who needs to confront a colleague. The attendees will identify aspects of the communication that were uncomfortable or caused conflict. In our discussion we will identify alternative ways to speak up without offending. We’ll also discuss how to respond when speaking up is threatening to another. AVOIDING THE BARRIERS TO EFFECTIVE – COMMUNICATION Carolyn Shadle, PhD; John Meyer, PhD 4:30 PM - 5:20 PM | Room 007 B Using Power Point and dramatized illustrations, we will discuss situations when communicating can be difficult and why some dialogs are difficult. We will describe and illustrate10 patterns of communication that can interfere with smooth interaction. When participants will ask, “What else is there?” we will illustrate the “I-message.” Objectives: To list three reasons why conversations can be difficult To recognize 10 patterns of communication that can create “barriers” in their conversation To experience the difference between communicating with a “barrier” and with an “I-statement.” SATURDAY, SEPTEMBER 25 MAKING TIME TO DO WHAT MATTERS MOST – PART I Laura Baltodano, DVM 8:00 AM - 8:50 AM | Room 007 B We oftentimes spend time “spinning our wheels” doing “stuff” each day that depletes our energy, leaving us drained and overwhelmed. Learn how to re-focus your time doing the things that lift your spirit and fuel you. This session will include creating a plan of action that will leave you energized and ready to conquer your life using your time most effectively! MAKING TIME TO DO WHAT MATTERS MOST – PART II Laura Baltodano, DVM 9:00 AM - 9:50 AM | Room 007 B We oftentimes spend time “spinning our wheels” doing “stuff” each day that depletes our energy, leaving us drained and overwhelmed. Learn how to re-focus your time doing the things that lift your spirit and fuel you. This session will include creating a plan of action that will leave you energized and ready to conquer your life using your time most effectively!
FRIDAY, SEPTEMBER 24 TELEHEALTH FRIDAY MORNING Stephen Pittenger, DVM, DABVP 10:30 AM - 11:20 AM | Room 211
Telehealth for the Practicing Veterinarian: Discussion of what it is, the legal issues surrounding it, and ways to implement it in your practice, during the pandemic and beyond.
SATURDAY, SEPTEMBER 25 TELEHEALTH SATURDAY AFTERNOON Stephen Pittenger, DVM, DABVP 2:00 PM - 2:50 PM | Room 007 D
GET REVIVED! – PART 1 Laura Baltodano, DVM 10:30 AM - 11:20 AM | Room 007 B
GET REVIVED! – PART I Laura Baltodano, DVM 10:30 AM - 11:20 AM | Room 007 B
Telehealth for the Practicing Veterinarian: Discussion of what it is, the legal issues surrounding it, and ways to implement it in your practice, during the pandemic and beyond. VETERINARY ASSISTANT SATURDAY, SEPTEMBER 25 YOU’RE NOT “JUST AN ASSISTANT”: THE ROLE OF THE ASSISTANT IN SMALL ANIMAL PRACTICES Jennifer Mulderig, LVT 8:00 AM - 8:50 AM | Room 211 During this session you will learn about how to maximize your abilities and knowledge, what you can do to work to your fullest potential, and make your self an indispensable member of the team while being fully engaged.
Be empowered during this interactive session to plan for happiness in your life. Using the tools of mindfulness and gratitude, you will learn to intentionally navigate difficult moments with courage using your values and present moment awareness as your compass.
Be empowered during this interactive session to plan for happiness in your life. Using the tools of mindfulness and gratitude, you will learn to intentionally navigate difficult moments with courage using your values and present moment awareness as your compass.
GET REVIVED! – PART 2 Laura Baltodano, DVM 11:30 AM - 12:20 PM | Room 007 B
GET REVIVED! – PART II Laura Baltodano, DVM 11:30 AM - 12:20 PM | Room 007 B
Learn to let go of limiting beliefs to experience more joy in your life. During this interactive session we will explore how to release judgement that hold us back from experiencing the fullness of life. You will leave this session with a new outlook and embrace challenges with a new perspective enacting compassionate action and “kindfulness”.
Learn to let go of limiting beliefs to experience more joy in your life. During this interactive session we will explore how to release judgement that hold us back from experiencing the fullness of life. You will leave this session with a new outlook and embrace challenges with a new perspective enacting compassionate action and “kindfulness”.
SWVS 2021 ON-SITE GUIDE 55
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