Communication Skills that Build an Effective Practice Team (1018)
Practice Management |  Strategies
Saturday |  5:00 PM -  5:50 PM
Henry B. Gonzalez Convention Center||214B

 

Speaker(s)

Carolyn Shadle Ph.D.
Interpersonal Communication Services, Inc. (aka ICS, Inc.)

Carolyn Shadle is a trainer and writer in veterinarian communication. She and her husband, John Meyer, work together to help teammates improve their workplace communication. <br>Veterinarians know them as the authors of the 'Communication Case Studies' series in Trends magazine, published by the American Animal Hospital Association and the training manual, Communication Case Studies: Improving Interpersonal Communication Skills in the Veterinary Practice.<br>Carolyn earned her Ph.D. from the State University of New York at Buffalo in interpersonal and organizational communication. <br>She lives in San Diego, CA, where she enjoys swimming and Pilates, when not blogging.

John Meyer PhD
ICS, Inc.

John Meyer is a trainer and consultant in veterinarian communication, He works with his wife, Carolyn Shadle, through their organization, Interpersonal Communication Services, to help practices improve communication with clients and teammates.<br>Veterinarians know them as the authors of the 'Communication Case Studies' series in Trends magazine, published by the American Animal Hospital Association and the training manual, Communication Case Studies: Improving Interpersonal Communication Skills in the Veterinary Practice.<br>John earned his Ph'D. from the University of Minnesota in Communication Studies.<br>John also has a rich experience as a poet and musician, providing sing-alongs for multiple venues in San Diego, CA.

Presentation Info

CE Credit(s): 1.00
CE Level: 1

Description

Efficiency, compliance, and high standards are essential to any veterinary practice. Much depends on attracting and retaining staff members who know how to work cooperatively in a high-stress environment. Given the stress placed on veterinary staff (evidenced by the high turn-over rate and high suicide rate in the profession), it is essential that staff members have the skills they need to get their needs met and to contribute to building an effective team. Honest give-and-take is essential to making the practice an effective and satisfying workplace. The problem arises when one is faced with a difficult conversation and hesitates to speak up. We will discuss reasons why some conversations are difficult and outline some of the typical patterns of speech that should be avoided in order to speak up with care and control We will use a case study (from COMMUNICATION CASE STUDIES; BUILDING INTERPERSONAL SKILLS IN THE VETERINARY PRACTICE, published by AAHA) to highlight some of the interpersonal challenges common to a veterinary clinic. As participants grapple with the behavior exhibited in the case, they will uncover the missing skills. This will take us to the skills that staff members need to speak up, confident that they will be able to achieve a satisfactory outcome for all concerned. We will provide an overview of “I-statements” and “reflective listening,” and illustrate how difficult conversations can become learning conversations.

Learning Objectives

1. Review skills that foster positive team relationships

2. Explore why some conversations are difficult

3. Learn ten common speech behaviors that inhibit positive team relationships

Convention Notes

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