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21 Cards in this Set
- Front
- Back
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What are the 6 stages of grief?
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Denial, Bargaining, Anger, Guilt, Depression, Resolution
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What is active listening?
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Encourage the speaker to speak, repeat what they're saying, make sure you're understanding correctly, understand their feelings also.
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4 way to avoid not being an active listener.
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Concentrate w/out distractions, avoid judging, don't assume you know what they're going to say, encourage feedback.
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What are the 4 steps to conflict resolution?
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Must be face to face, a mediated session, file a written grievance, have an open meeting w/ co-workers.
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What should you do with an abusive client?
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Remain calm, remove from waiting room, use active listening, don't argue, call 911 if necessary.
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What's a clinic policy manual?
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A written record of the clinics policies and how they handle situations.
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Who legally owns the animal's medical record?
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The Veterinarian clinic.
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How long must medical records be kept by the practice?
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5-7 years.
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What are the goals of inventory control?
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To make sure you have everything you need & to minimize the expense of keeping supplies in stock.
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What are the key components of a good inventory system?
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Good record keeping, inventory control cards, app. arrangement & storage of inventory, effective monitoring, smart purchasing.
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What information should you gather before an interview at a clinic?
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Job description, background on clinic, contact employee, Chamber of Commerce info, questions about the job.
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What questions should you ask during the interview?
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What are clients like, what's a typical day, what are their diff. policies, how are appt. scheduled?
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Do you need to fulfill continuing education requirements to keep your vet tech cert?
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Yes, in Minnesota.
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What are the goals of taking a phone call from a client?
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Help client w/ problem, find someone to help if you can't, book an appt (don't diagnose), try to sell the clinic.
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Common sense phone skills
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Conscious of voice, be courteous & prof, active listening, screen calls for dr., answer w/in 3 rings, don't put on hold over 90 s.
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What information needs to be on a message?
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Time, date, full name of owner, pet's name, phone#, summarize the call, signature.
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What do you need to remember about a difficult client?
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Client is always right, be patient, don't let them ramble, summarize, find out what they want, let them speat to someone else, move from reception.
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What should you when in regards to euthanasia?
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Schedule when less busy, collect fees & disposale of remains before, tissues, acknowledge clients feelings, send card after.
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What should you include in a phone introduction?
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Smile when you speak, use full name of hospital, use your name, a question that offers assistance.
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What do you need to be conscious of with your voice?
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Tone should be calm & pleasant, speed& volume should be moderate.
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What do you do if you need to place a caller on hold?
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Ask them if you may do so & wait for their reply, don't keep on hold over 90s -if longer ask to have someone call them back, thank them for holding.
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