“The “Improving Business Through Communication” course drilled various techniques which give you control over communications in practice. Everyone can improve their communication skills by being aware of the situation and what techniques can be applied to have efficient and pleasant interaction.”
Lisardo Martinez, DVM
Hospital Veterinario Le Jeune; Miami, FL
Improving Business Through Communication Course
Friday, August 27, 2010
Monday, August 23, 2010
Practice Tip 12 - Staff Morale
INCREASING STAFF MORALE WITH THE USE OF INTERNAL PROMOTION…
Having high staff morale in a practice is a key successful action of highly successful practices. It makes it fun to come to work when the team has high morale. The problem is, with the field we are in, where patients do have problems and clients do get upset, how do you do this? How do you protect your staff morale?
Firstly most staff work at a veterinary practice because they love animals and really care.
Problem:
Not everything in a practice goes according to plan or the way we wish it would. We experience losses that are contrary to our goals. We, working at a practice or in life, develop personal viewpoints on things based on what we perceive are going on… not necessarily what IS going on. Witness the effect of one grumpy client upon the reception staff, right?
The problem is, without having the overall picture of the practice in mind, we can develop a low-morale viewpoint that we are not succeeding in our goal or purpose. Enter in the scene where the staff are then reminded, by the owner or the office manager of all the mistakes that are occurring.
The result?
An imploding team that has the viewpoint that all they do is make mistakes and have clients who are grumpy and who don’t want to pay for services.
The solution?
Internal Promotion. Promote your successes constantly to your staff. At every opportunity point out what they are doing right, which opens the door to being able to correct them without their morale dropping.
So this next week try these tools and build more positive viewpoints:
Internally promote the practice wins - those successes in surgery, those clients who raved about the practice, those thank-you cards that came in, etc...
Show staff at every opportunity where a patient that came in on a yearly activation and vaccination appointment led to the handling of a dangerous or potentially dangerous medical condition.
Once a day, with each staff member, point out one thing they are doing correct. We all like praise and flourish in it...
The result?
Viewpoints that are more positive than negative with your staff.
Enjoy a happier, more high morale team
Sounds simple? It is. Try it out and watch what happens.
Questions? Give me a call.
Having high staff morale in a practice is a key successful action of highly successful practices. It makes it fun to come to work when the team has high morale. The problem is, with the field we are in, where patients do have problems and clients do get upset, how do you do this? How do you protect your staff morale?
Firstly most staff work at a veterinary practice because they love animals and really care.
Problem:
Not everything in a practice goes according to plan or the way we wish it would. We experience losses that are contrary to our goals. We, working at a practice or in life, develop personal viewpoints on things based on what we perceive are going on… not necessarily what IS going on. Witness the effect of one grumpy client upon the reception staff, right?
The problem is, without having the overall picture of the practice in mind, we can develop a low-morale viewpoint that we are not succeeding in our goal or purpose. Enter in the scene where the staff are then reminded, by the owner or the office manager of all the mistakes that are occurring.
The result?
An imploding team that has the viewpoint that all they do is make mistakes and have clients who are grumpy and who don’t want to pay for services.
The solution?
Internal Promotion. Promote your successes constantly to your staff. At every opportunity point out what they are doing right, which opens the door to being able to correct them without their morale dropping.
So this next week try these tools and build more positive viewpoints:
Internally promote the practice wins - those successes in surgery, those clients who raved about the practice, those thank-you cards that came in, etc...
Show staff at every opportunity where a patient that came in on a yearly activation and vaccination appointment led to the handling of a dangerous or potentially dangerous medical condition.
Once a day, with each staff member, point out one thing they are doing correct. We all like praise and flourish in it...
The result?
Viewpoints that are more positive than negative with your staff.
Enjoy a happier, more high morale team
Sounds simple? It is. Try it out and watch what happens.
Questions? Give me a call.
Thursday, August 19, 2010
"I look forward to applying the skills learned."
“MBS is a fun course that is applicable right away. It opened up my eyes to an infinite number of ways to closely monitor my business in a quick glance. It will help me more effectively monitor my staff without being dependent on the natural swings of interpersonal sentiments. I look forward to applying the skills learned.”
Chris Garden, DVM, Practice Owner
Camino Animal Hospital
Management By Statistics Course
Chris Garden, DVM, Practice Owner
Camino Animal Hospital
Management By Statistics Course
"This course gave me some pretty handy tools..."
“Wow – I was intimidated at first glance through the workbook but really had fun with this course. I learned a lot about myself through the drills – some of it being that I already had some skills in place. Addition of the other skills made me feel great. I want to be a good listener and I want to be heard. I want to be a good gatherer of information. This course gave me some pretty handy tools to help me achieve my goals. This course was fun and I’ve already used a couple of techniques back at the clinic...”
Nina Ferguson, Director of Administration
Kamloops Large Animal Veterinary Clinic
Improving Business Through Communication Course
Nina Ferguson, Director of Administration
Kamloops Large Animal Veterinary Clinic
Improving Business Through Communication Course
"The drills help me improve..."
“I found the many communication drills were effective at uncovering my weaknesses in direct communication. The drills help me improve and to be more mindful when interacting with another person."
Tom Morrow, DVM, Practice Owner
Critter Creek Veterinary Hospital
Improving Business Through Communication Drills
Tom Morrow, DVM, Practice Owner
Critter Creek Veterinary Hospital
Improving Business Through Communication Drills
"What a liberating feeling!"
“This course has given me the basic skills to effectively assess the state our clinic is in and be at cause on how to effect change. What a liberating feeling! The sky is the limit once you understand how to be in control over your business."
Julie Maarhuis, Office Manager
Cottonwood Veterinary Clinic
Ethics for Business Survival Course
Julie Maarhuis, Office Manager
Cottonwood Veterinary Clinic
Ethics for Business Survival Course
"I've enjoyed this course..."
“I enjoyed this course more than any so far! I’ve learnt that even though my intentions were good in dealing with employees, I was doing them a disservice! I can’t wait to get back to the clinic and put what I’ve learnt into action!"
Hollie Seymour, Senior Tech
James River Animal Hospital
Executive Basics Course
Hollie Seymour, Senior Tech
James River Animal Hospital
Executive Basics Course
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