VHMA Manager To Manager podcast

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QUALIFIED: How Competency Checking and Race Collide at Work with Shari Dunn | 284 33:58

8 hari yang lalu33:58

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In this episode, we delve into the concept of being "qualified" in the workplace, examining who gets labeled as such, who doesn't, and the underlying reasons. We explore "competency checking"—the practice of scrutinizing individuals' abilities—and how it disproportionately affects underrepresented groups, often going unnoticed or unchallenged. Our discussion aims to redefine qualifications in a fair, equitable, and actionable manner. Our guest, Shari Dunn , is an accomplished journalist, former attorney, news anchor, CEO, university professor, and sought-after speaker. She has been recognized as Executive of the Year and a Woman of Influence, with her work appearing in Fortune Magazine, The Wall Street Journal, Ad Age, and more. Her new book, Qualified: How Competency Checking and Race Collide at Work , unpacks what it truly means to be deserving and capable—and why systemic barriers, not personal deficits, are often the real problem. Her insights challenge the narratives that hold so many of us back and offer practical solutions for building a more equitable future. Together, we can build workplaces and communities that don’t just reflect the world we live in, but the one we want to create. A world where being qualified is about recognizing the talent and potential that’s been overlooked for far too long. It’s not just about getting a seat at the table—it’s about building an entirely new table, one designed with space for all of us. Connect with Our Guest Shari Dunn Website& Book - Qualified: https://thesharidunn.com LI: https://www.linkedin.com/today/author/sharidunn TikTok: https://www.tiktok.com/@thesharidunn Related Podcast Episodes: How To Build Emotionally Mature Leaders with Dr. Christie Smith | 272 Holding It Together: Women As America's Safety Net with Jessica Calarco | 215 How To Defy Expectations with Dr. Sunita Sah | 271 Share the Love: If you found this episode insightful, please share it with a friend, tag us on social media, and leave a review on your favorite podcast platform! 🔗 Subscribe & Review: Apple Podcasts | Spotify | Amazon Music…

VHMA Manager to Manager

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For over 30 years, the Veterinary Hospital Managers Assn has worked to offer support and education for those who manage veterinary practices. The VHMA M2M podcast series is designed to tackle timely situations that are universal in practice. Listen for this month’s advice from experts in the trenches.

71 episode

#MBA #Business #Marketing #Veterinary Hospital Managers Association

VHMA Manager to Manager

updated 21 hari yang lalu

Beranda serial•Feed

71 episode

#MBA #Business #Marketing #Veterinary Hospital Managers Association

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Managing Employees with Disabilities 26:50

21 hari yang lalu26:50

26:50

Welcome to the latest episode of VHMA in which we are happy to have Alex Flinkstrom , Practice Manager at Lunenburg Veterinary Hospital in Lunenburg, Massachusetts. Alex has managed to combine his background in sound recording with his deep-rooted passion for veterinary care, successfully leading the practice while retaining 100% of his staff, and outside of work, he enjoys saxophone repair, audio, and street hockey. He joins today to discuss managing employees who have disabilities. Alex discusses how managing a veterinary team is never one-size-fits-all and how, when it comes to supporting employees with disabilities, inclusivity and flexibility can make all the difference. He shares his approach to building a workplace where everyone can thrive, and from his early days working in his parents’ practice to leading a successful partnership with Associated Veterinary Partners, Alex shares how he’s built a strong, dedicated team - retaining 100% of his staff through major transitions! We also explore the unique strengths that employees with disabilities bring to the table and the accommodations that can help them succeed, including a remote-work solution that has kept a valued team member engaged for over a decade. Alex, in addition, shares the challenges of balancing fairness with flexibility, the power of hiring for attitude over experience, and the importance of creating a workspace environment where every team member feels empowered. Whether you are a veterinary professional or a leader in any industry, Alex offers some valuable insights into employee retention, training, and building a supportive, high-performing team, so listen in for a discussion that might just challenge the way you think about workplace inclusivity! Show Notes: [2:18] - Alex reveals that he values building strong teams, recognizing diverse skills, and supporting all employees. [4:35] - Supporting and being flexible with employees leads to retention and workplace morale. [5:23] - Alex takes pride in high staff retention, regarding career growth as a good reason for turnover. [7:42] - Hear about how Alex created a remote position for an employee with a disability, allowing her to remain a valued team member. [10:18] - It's important to balance accommodations with fairness, ensuring that all employees benefit from workplace adjustments. [11:10] - Alex believes in treating employees as he’d want to be treated while balancing fairness and flexibility. [12:56] - Discipline, accountability, and strong communication are necessary for a successful workplace. [14:03] - Facilitating a positive work culture involves diverse teaching methods. [16:50] - Employees who understand the reasoning behind tasks can adapt and solve problems in new situations. [17:36] - Jill values training led by peers, finding that employees engage more when learning from direct coworkers. [19:54] - Watching experienced employees teach newer staff is exciting as it reinforces teamwork. [21:07] - We learn that Alex hires based on attitude and passion. [24:12] - Alex prioritizes developing employees' strengths while encouraging growth in areas where they struggle. [25:02] - Jill finds fulfillment in seeing employees learn, grow, and succeed within and beyond the practice. Thank you for listening. Remember you are not in this alone. Visit our website for more resources. Links and Resources: VHMA Web Page VHMA Coronavirus Resources VHMA Facebook VHMA Twitter VHMA on Linkedin Lunenburg Veterinary Hospital Web Page Alex Flinkstrom on LinkedIn…

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Embracing Growth in Veterinary Management 28:18

7 weeks yang lalu28:18

28:18

Welcome to the latest episode of the show in which we welcome Debbie Hill! Debbie is a seasoned hospital administrator who has truly helped shape my journey in the veterinary world, and we explore the complexities of career growth for practice managers, discussing things such as imposter syndrome and the power of saying yes to new opportunities! Debbie shares her experiences in overcoming self-doubt by taking on challenges like public speaking and how these moments of courage have helped lead to significant personal and professional growth. During our discussion, we stress the value of continuous education and networking, talking about how even attending just one conference or engaging in a roundtable can help provide that one nugget of wisdom needed to shift our entire perspective. We, in addition, touch on the importance of showing our practice owners the benefits of these engagements and how the ideas and energy we bring back can elevate team morale and improve day-to-day operations! Listen in as we reflect on how veterinary practice is evolving, the importance of adapting to generational changes, and why it is important to keep learning in order to stay relevant. We also talk about taking advantage of various resources, from webinars to podcasts, in order to stay informed and inspired, so whether you are a seasoned manager or just starting out, this episode of the podcast is sure to offer some insight into helping you thrive in your career! Join us as we break down these valuable lessons and more in a conversation that will surely inspire you in your professional journey! Show Notes: [2:11] - Saying yes to opportunities, even when you're unsure, leads to personal growth and reveals hidden potential. [4:17] - Embracing opportunities, despite fear, helps enrich practice and teaches important lessons. [6:40] - It's important to engage in conferences and networking events in order to build connections and share practical advice. [9:20] - Intimate meetings can help offer solutions, highlighting the need for extra responsibilities such as hosting podcasts. [10:41] - Demonstrating conference takeaways validates trips as it shows their benefits to practice owners. [13:09] - Discussing challenges with peers helps energize managers, helping them return to work feeling more motivated. [16:11] - Management budgets are often not enough, making it difficult to expand opportunities for growth and development. [19:14] - Balancing practical learning with team-building and morale is very important for being an effective leader. [21:55] - Promptly answering questions is important to avoid conflicts later, even when working while traveling. [23:02] - Delegating tasks and trusting others to handle them frees up time for higher-priority work. [24:48] - Engaging with other managers, especially nationally, helps provide fresh insights and feedback on ideas. [26:54] - Engage with others, and embrace every opportunity offered! Thank you for listening. Remember you are not in this alone. Visit our website for more resources. Links and Resources: VHMA Web Page VHMA Coronavirus Resources VHMA Facebook VHMA Twitter VHMA on Linkedin…

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Fun with KPIs 29:45

13 weeks yang lalu29:45

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Welcome to today’s episode, where we're diving into one of the trickiest but most essential topics for all practice managers—KPIs and the numbers that drive practice success. Financial goals can be a sensitive subject with the team, leaving managers hesitant to address the topic for fear of being seen as “only caring about money.” However, achieving financial health and efficiency is a team effort and not something managers can do alone. Today, we’ll explore how to make these financial goals meaningful and achievable for every team member with ways to create a sense of shared responsibility. Our guest is Marian Rowland, a seasoned CVPM and regional manager for NVA in South Carolina, who oversees seven veterinary practices. Marian’s journey started at the front desk as a receptionist, to use KPIs to create transparency, engage her teams, and make financial metrics accessible and actionable. From selecting key numbers that matter most to each role to aligning financial goals with patient care, Marian offers practical strategies for turning KPIs into tools for motivation. Join us as we break down numbers that matter and learn how to make KPIs an empowering part of your practice management. Show Notes: [2:19] - There are some numbers that are more important when communicating KPIs with the team. Some numbers may not prove as important in decision making. [3:59] - When Marian is looking at numbers, there are some that stand out to her as a regional manager. [5:38] - Numbers are also impacted by clientele. Each practice has a unique population of clients and not everything will work the same for each of them. [7:08] - Managers have the responsibility of presenting KPIs to practice owners as well and being able to explain them. [9:33] - Every team member has measurements (numbers) that are drivers for their role. [12:14] - How often should numbers be reviewed and shared out? It depends on the staff member’s role. [14:01] - Marian describes a situation where explaining KPIs helped her gain advocates for her cause. [17:50] - Marian describes some KPIs and goals she uses as a regional manager. [20:05] - There are some goal tracking strategies that are cliche but effective. Visual tools are really helpful. [23:20] - Connecting KPIs and financial goals to patient care is key. [27:09] - Numbers don’t lie, they tell a story. As a practice manager, it’s important for you to know the story. Thank you for listening. Remember you are not in this alone. Visit our website for more resources. Links and Resources: VHMA Web Page VHMA Coronavirus Resources VHMA Facebook VHMA Twitter VHMA on Linkedin…

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Conflict Resolution 28:48

17 weeks yang lalu28:48

28:48

Conflicts are inevitable in a busy work environment, and misunderstandings or drama can quickly drain energy and impact everyone’s day. However when managers are equipped with strong conflict-resolution skills, they can steer these challenges toward positive solutions, enhancing team cohesion and overall morale. Joining the podcast today is Rebecca May, a Practice Manager from Greensboro, North Carolina. Rebecca started her career at the front desk, trained as a veterinary assistant, and later returned to college to prepare for her management role. She’s passionate about change management and helping team members realize their potential. In her experience, conflicts often arise from mismatched role expectations and around patient care. She’s learned that skills like resiliency, adaptability, and emotional regulation are critical in creating a supportive team environment. Throughout this episode, Rebecca shares her approach to building a culture of open communication, where team members can work through conflicts in healthy ways. From diffusing tension with humor to focusing on proactive training, she provides actionable strategies that can make a difference in any practice. Rebecca believes that conflict resolution, like any other skill, can be learned and developed over time, turning everyday challenges into growth opportunities for the team. Show Notes: [2:26] - Team conflicts happen the most when there is a mismatch in what members believe expectations to be , including with patient care. [4:08] - Conflict happens everyday. Rebecca shares how conflict resolution became a strength of hers as a manager. [5:31] - Team members come and go a lot more these days than they used to. This means that employees are constantly getting used to new people and their skills. [8:59] - Resiliency and Adaptability training are extremely helpful and important. [9:59] - Emotional regulation is not innate in all employees. Rebecca shares some strategies. [13:46] - It’s important not to project the emotions we are feeling onto others. [15:07] - Interestingly, some well-placed humor can make a huge difference. [16:05] - The person is probably not the problem, but it is human nature to focus on the person. [19:40] - Proactive conflict resolution training is a game-changer. [20:19] - Conflict resolution is a skill that can be learned and practiced, just like any other job skill. [23:06] - We don’t always know what’s going on in someone’s life to cause them to act in a certain way. [24:50] - As a default, most people are conflict avoidant. [26:17] - Rebecca describes meetings on conflict resolution and how team members can come together and agree upon effective solutions. Thank you for listening. Remember you are not in this alone. Visit our website for more resources. Links and Resources: VHMA Web Page VHMA Coronavirus Resources VHMA Facebook VHMA Twitter VHMA on Linkedin…

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Maintaining Cohesive Teams 29:38

20 weeks yang lalu29:38

29:38

Welcome to today’s episode, where we are diving into building and maintaining cohesive teams in a busy veterinary practice, especially one with multiple teams and shifts. In some practices, it’s common for staff members to barely see each other, which can make it challenging to stay aligned with practice goals. How can we ensure everyone is on the same page, even when they work at different times? Our guest, Steph Ferkovich a CVT from a 24-hour clinic in Minnesota, joins us to share her experience. With a background in criminal justice and psychology, Steph has a unique approach to team dynamics. Her favorite part of the job is watching staff members thrive in their roles, which is why she’s so passionate about fostering strong communication within her practice. Throughout this episode, Steph will discuss the challenges of managing a clinic where teams work different shifts. She explains how they overcame an “us vs. them” mentality and built a culture of open communication. From handling team conflicts to recognizing when training alone won’t resolve every issue, Steph offers practical strategies for maintaining harmony in the workplace. We’ll also hear about the evolving role of managers in veterinary practices. Steph shares how she’s shifted from being seen as an authority figure to more of a coach for her team and how loosening control can sometimes be the key to success. If you’re ready to learn how to build a more cohesive and communicative team, listen to this conversation with Steph Ferkovich. Show Notes: [2:51] - Working at a 24-hour clinic is unique with an unusual schedule. The different shifts overlap, but otherwise, the teams don’t see much of each other. [5:07] - One thing that needed to change was the “Us Vs. Them” vocabulary. [7:27] - Team attitudes can be negative, but it's important for them to realize that there are reasons, sometimes personal ones, that a team member works a certain shift. [9:42] - Working with people means that sometimes there will be animosity. Steph explains how to bring two people together for conversations even with resistance. [12:37] - A mediator is highly recommended in conversations that address animosity and conflict. [14:49] - Fortunately, Steph’s team is pretty open with communication after the culture had been developed that it was important. [18:18] - In some cases, training will not change or fix communication between some team members. [20:10] - As a manager, Steph has learned that if something isn’t working, there are other ways to help teams communicate. [21:53] - How do teams see their manager? Steph explains how this has changed over time and how most of the time it is as a coach. [24:38] - Loosening up control can be a challenge for some managers. [26:55] - Change is okay. What was working three years ago might not work anymore. Thank you for listening. Remember you are not in this alone. Visit our website for more resources. Links and Resources: VHMA Web Page VHMA Coronavirus Resources VHMA Facebook VHMA Twitter VHMA on Linkedin…

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Team Engagement for Better Compliance 26:07

22 weeks yang lalu26:07

26:07

As practice managers, we know how crucial it is to get our teams on board with compliance goals, ensuring we offer the best patient care possible. Our vendors often provide education and training year after year, and while the content is informative and valuable, many practices still struggle to see real progress. What’s missing? Today’s guest, Lindsay Shelton Webb, believes the key to unlocking that forward movement lies in team engagement. As a practice manager herself, Lindsay is passionate about the professional growth of her staff and finds great fulfillment in helping them succeed during challenging times. In this episode, Lindsay shares how she took a fresh approach to compliance training, using a creative Olympics-themed program to tackle the pain points her team was experiencing. By making the process fun and competitive, she saw increased participation, communication, and enthusiasm from her staff, all while staying focused on the ultimate goal: better patient care. We’ll explore the importance of understanding the “why” behind compliance goals and how making the training engaging can shift the culture within your practice. Lindsay will explain how tracking progress and celebrating small wins can lead to big changes in the long run, and she’ll offer insights on how to handle team members who may be resistant to even the most engaging methods. Show Notes: [2:15] - This year, Lindsay did themed compliance education around the Olympics. She started by finding the pain points that staff members were experiencing. [4:22] - If we don’t offer what the patients need, we are doing them a disservice. It’s not about “selling” medication or prevention. [5:54] - Lindsay describes how compliance training became extremely engaging and positively competitive among team members. [8:11] - You can track the forward movement and the impact of compliance. [10:28] - Even with the most engaging and fun techniques, there may be some team members that won’t be interested. [13:31] - It’s important for team members and clients to understand the “why” behind the “what.” [16:34] - The Olympics theme was a huge success. Lindsay shares some of her other ideas for themes that she plans to use in the future. [19:41] - A point system forces team members to communicate. [23:07] - It is exciting to learn that team members are excited for the next themed event. Thank you for listening. Remember you are not in this alone. Visit our website for more resources. Links and Resources: VHMA Web Page VHMA Coronavirus Resources VHMA Facebook VHMA Twitter VHMA on Linkedin…

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Enhancing the Client Experience with Technology 29:36

24 weeks yang lalu29:36

29:36

Welcome to today’s episode, where we explore the impact of technology and apps on veterinary practices. While new tools often seem like the perfect solution for modernizing operations, it’s essential to ask whether they truly benefit our clients or are just shiny distractions. Our guest, Kyle McAllister, a Certified Veterinary Practice Manager from Charleston, South Carolina, has been in the field since 2009 and is known for his willingness to explore new technology. Kyle shares his insights on choosing tech that genuinely improves both client experience and practice efficiency. He emphasizes the importance of thoughtful implementation, measuring success, and communicating with clients to gather valuable feedback. From automation to two-way texting, Kyle discusses the features he finds most beneficial and offers practical advice on trying and implementing new tools with staff buy-in. If you’re looking to make informed decisions about technology in your practice, this episode is a great place to start. Show Notes: [2:07] - Technology should have a dual benefit. They should have solutions for both the client and the practice. [3:09] - Automation is something that Kyle looks for in new platforms and apps. [5:28] - When we learn about new technology at conferences and see the demos, we need to ask the questions and think about your demographic. [7:20] - Be open minded, but go with your gut. [8:04] - It is easy to fall behind in this industry when we get too comfortable doing things the same way. [9:30] - Kyle describes how he presents new technology to the team. Be thoughtful about implementation. [12:14] - The audience for practice apps is growing, but apps are not the solution for every client. [15:20] - Kyle discusses ways to measure the success of apps and new technology implementation. [17:58] -Discuss new implementations with trusted clients to see what they think about a new system or experience. You may be surprised by their feedback. [20:18] - Set expectations before and after a new implementation. Push through the discomfort period of change. [22:56] - There are costs to consider with new technology. If you connect it to payroll, you may find the costs lead to more time and efficiency. [25:09] - For the client experience, Kyle’s favorite technology feature is two way texting. [27:15] - You can try anything for 90 days. If it isn’t working, you can roll it back. Take the time to get staff buy-in before you begin a trial. Thank you for listening. Remember you are not in this alone. Visit our website for more resources. Links and Resources: VHMA Web Page VHMA Coronavirus Resources VHMA Facebook VHMA Twitter VHMA on Linkedin…

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Leadership Tips 30:52

26 weeks yang lalu30:52

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Welcome to today’s episode of the VHMA Manager to Manager Podcast, where we are diving into leadership tips. Today’s guest, Erika Pease, LVT, CVPM, is the Practice Manager of a small private practice and is passionate about leading her team to success. In this episode, Erika shares the best leadership lessons she’s learned through trial and error. She’ll discuss the challenges of balancing management with true leadership, and the importance of clear communication and team understanding. Erika highlights the value of recognizing team members’ strengths, placing them in roles where they can excel, and fostering a collaborative culture. You’ll hear about Erika’s evolving leadership style, including her insights on delegation and the ongoing importance of mentorship and support. Plus, we’ll touch on the significance of self-care and setting boundaries as a leader. Whether you’re new to leadership or looking to refine your skills, this episode offers practical tips to help make your journey smoother. Show Notes: [2:06] - Much of the time, the best way to learn has been through trial and error. [3:31] - There are differences between being a manager and being a leader. [5:58] - Help team members see their strengths and place them in roles that leverage those strengths. [8:12] - Erika shares some of the strengths she has noticed in her team and how she uses these strengths to build a successful business. [9:56] - Great leaders are always available and willing to help and guide their team. [11:40] - As leaders, we can see the potential of manager and leadership skills in team members. We can give them tools, resources, and support for growth. [14:37] - Even with her level of experience, Erika still leans on her mentors and resources for support in leadership. [16:51] - It may look like we have it all together all the time, but it is okay to not know what to do and to reach out for support and collaboration. [18:37] - Through our career in leadership, our leadership styles may change. Erika admits that her style changed when she realized the importance of delegation. [21:41] - Making decisions as a team not only helps you as a leader, but also develops a culture of collaboration in the practice. [23:53] - The team values you and respects you more if you are in the trenches with them. [26:34] - Change is necessary and we have to be open to that, even if change makes you and your team uncomfortable. [27:38] - Be an advocate for yourself. Set boundaries and be kind to yourself. Thank you for listening. Remember you are not in this alone. Visit our website for more resources. Links and Resources: VHMA Web Page VHMA Coronavirus Resources VHMA Facebook VHMA Twitter VHMA on Linkedin…

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How to Successfully Say No 30:37

28 weeks yang lalu30:37

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Navigating the complexities of the veterinary profession often involves finding a balance between compassion and practicality. Veterinarians and practice managers are known for their kindness, but what happens when saying yes to everyone leads to overcommitment? And, how do you handle the backlash when a necessary "no" is perceived as unhelpful? These challenges are frequently discussed in the VHMA forums, and setting boundaries with clients and employees has become essential. In today’s episode, we explore the delicate art of saying no—focusing on how to do so effectively and empathetically with clients, and how to guide employees in doing the same. Our guest, Joan McCue, CVPM, brings her experience as a veterinary practice manager in South Carolina to the conversation. Joan shares insights on the difference between a sharp "no" and a more considered decline, and offers strategies for explaining the reasoning behind a no to ease client concerns. Joan highlights the importance of confidence in delivering a no, and the role of education in helping both clients and staff understand necessary boundaries. Saying no seems final but looking for what we can do is key. Whether it’s having staff serve as boundary-keepers for doctors or knowing when it’s appropriate to "fire" a client, Joan provides valuable advice for maintaining a balanced and respectful practice environment. Show Notes: [2:43] - There is a difference between a sharp no and a decline to saying yes. [5:26] - Clients don’t always understand that there are processes and laws in place that require us to say no to some of their requests. Education is key. [7:09] - Confidence plays a big role in the ability to say no to clients. Joan admits that it has taken a long time for her to build this skill. [8:56] - In some cases, the staff acts as gate-keeper for the doctors, who are generally not as good at saying no to clients. [11:59] - Education around this topic is not only important for clients, but for staff and doctors as well. [13:58] - Joan shares an example of how saying no can cause a hard conversation with a client, but it's important to stay firm to the agreed upon boundaries. [16:50] - We don’t know what is going on in someone else’s life to cause high emotion. [18:49] - It is a generally accepted business guideline to under-promise and over-deliver. [20:06] - There is a fine line between saying no that manages boundaries and apathy. [24:33] - How can we train staff on when and how to say no to clients? [27:21] - We need to treat all clients equally, with the same amount of empathy and respect. But there are times when it is appropriate to “fire” a client. [28:38] - No doesn’t always mean that there’s not a solution or answer to a client’s question. We must train our team to be willing to search for those solutions. Thank you for listening. Remember you are not in this alone. Visit our website for more resources. Links and Resources: VHMA Web Page VHMA Coronavirus Resources VHMA Facebook VHMA Twitter VHMA on Linkedin…

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Onboarding New Employees for Success 34:22

31 weeks yang lalu34:22

34:22

Welcome back to another episode of VHMA Manager 2 Manager podcast. Today we're discussing a crucial topic: onboarding new hires in a way that feels good. We all know how important it is to make new team members feel welcome and part of the team early on. But sometimes, despite all the time and energy spent hiring people, we end up leaving them to sink or swim. It is important to remember that people want to work with people they like and can grow with. That’s why those first few days and weeks in a new hire’s role are so critical to ensuring they want to stay. Joining us today is Addie Blair, a Certified Veterinary Practice Manager (CVPM) and Chief Operating Officer for Veterinary Management, Inc., overseeing eight different practices. Addie’s journey in this industry began back in high school, driven by her passion for helping animals and their owners. Over the years, this passion has evolved into helping others in the industry realize their dreams. Addie is dedicated to fostering growth in others, and she’s here to share her insights on effective onboarding. So, what makes a great onboarding experience? Let's break it down. Show Notes: [2:32] - When someone new is hired, there are always different dynamics to navigate with existing team members. [3:35] - Being welcoming has to be a part of your culture. [5:50] - The team should be involved in training. It is not a one person job. New hires should be given the opportunity to acclimate into the environment before working with patients. [7:47] - Not everyone is innately friendly. Addie some things we can do to help new hires feel welcome. [10:04] - No matter the level of experience, new hires should have an observation period so they can see how the practice flows. [14:02] - Addie also likes to learn about a new hire’s previous experiences in the industry. Managers must be open to different ways people learn and complete tasks. [17:18] - We need training in different modalities for the different learning styles and personality types. [19:54] - Addie shares some of the signs that indicate a problem with a new hire. [24:15] - There is always going to be someone with a really strong personality in the practice. We need to know how to manage the dynamic. [25:33] - Trainers need forms to fill out daily in the early days to make sure things are going smoothly. Sometimes 30 days before a check-in is too long to wait. Habits have set in. [26:49] - An “About Me” form is beneficial in pairing team members up with compatible trainers and can help them feel comfortable in their new environment. [28:03] - Being open to hearing what other people have to say is only going to improve the industry. Those new hires may have some good ideas for the team. [29:55] - When it comes to onboarding, it all boils down to how the new team member feels after the first few days. [31:24] - It is okay to over communicate, especially in the beginning. So many things are going on, that just saying something once is not likely to take hold. Thank you for listening. Remember you are not in this alone. Visit our website for more resources. Links and Resources: VHMA Web Page VHMA Coronavirus Resources VHMA Facebook VHMA Twitter VHMA on Linkedin…

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Humanitarian Work 29:11

33 weeks yang lalu29:11

29:11

Welcome to today's episode, where we delve into an inspiring topic: humanitarian work in the veterinary industry. As professionals dedicated to the well-being of animals, the opportunity to give back by using our time and talents for a greater cause is incredibly rewarding. We looked at local community involvement a few months back and will talk to a colleague who took those talents beyond our borders. Knowing that today’s workers want to work for companies that care about global issues, we will discuss taking our talents outside the local community. Our guest today is Linda Flughaupt, is a CVPM dedicated veterinary professional who had the opportunity to take her skills to Ecuador. Linda’s journey is a testament to the powerful difference that veterinary professionals can make, not only within their local communities but across the globe. With experience in every position in a clinic, Linda brings a unique perspective on how we can harness our expertise to support world issues that matter. In this episode, Linda shares the profound impact of her work in Ecuador. From working closely with a tight-knit team to navigating the nuances of medical care in a country with fewer resources, she provides valuable insights into the realities and rewards of international veterinary humanitarian efforts. Linda also reflects on how this experience has deepened her appreciation for the quality of pet care in the United States and inspired her to continue her humanitarian work. We will also discuss the broader benefits of such initiatives. When veterinary teams engage in humanitarian efforts, it not only supports communities in need but also fosters a sense of fulfillment and positivity among employees. Encouraging team members to participate in giving back can cultivate a contagious energy of positivity and purpose, enhancing overall job satisfaction and team cohesion. Travel abroad may not be feasible for every team but supply collection efforts for those projects can be done by any practice. The feeling of helping globally remains. So, whether you’re considering your first volunteer trip or looking for new ways to engage your team in meaningful causes, this episode is sure to provide valuable insights and motivation. Show Notes: [2:14] - Linda describes her work in Ecuador and why she was passionate about going. [3:29] - Through her work in Ecuador, Linda worked in recovery to help with hundreds o of spays and neuters. [6:04] - Medical care in other countries looks different, especially in countries with fewer resources. [7:30] - Something else to consider are diseases that exist in other countries that pets in the United States don’t experience. There is a lot of thinking on your feet. [10:03] - Linda describes what it was like to work in a different way than she was used to and the importance of working as a tightly knit team. [13:28] - Not only was it a great experience helping others and giving back, Linda also realized how good the medical care for pets is in the United States. [15:11] - This trip was a sponsored trip, but Linda is willing to pay for another trip out of her own pocket to experience it and help again. [17:43] - Time is a huge resource, but even if you do something to give back every other year, it is worth it. [19:11] - Positivity is a contagious energy. [22:10] - Linda shares some of the differences in the care they provided in Ecuador to ensure all the pets were spayed and neutered safely. [24:55] - Sometimes we underestimate how impactful a little help can be. [26:55] - If you are ever presented with the opportunity to give back and you’re able, take advantage of it and do it. You will not regret it. Thank you for listening. Remember you are not in this alone. Visit our website for more resources. Links and Resources: VHMA Web Page VHMA Coronavirus Resources VHMA Facebook VHMA Twitter VHMA on Linkedin…

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Boosting Efficiency with Technology 32:38

35 weeks yang lalu32:38

32:38

Have you ever wondered how technology and artificial intelligence could improve efficiency in your practice? In recent years, our post-pandemic workplaces have focused heavily on efficiency. Embracing new technology can maximize this efficiency, but can it raise many questions. What tools should we choose? What’s right for our practice? Who will champion the new tool? We'll discuss all of this and more with my guest, Carol Hurst, LVT, CVPM, CVJ, CCFP. Carol is the Education and Training Leader for Encore Vet Group. She’s proud of her LVT roots and understands the dynamics of practice leadership. Before she began teaching, Carol managed a practice for 12 years, and she’s passionate about giving back to the veterinary community. We are fortunate today to have her here to talk about how to use technology to make our lives easier. We discuss some of the biggest pain points that can be improved through technology, particularly in client services. We also explore which services need to be provided in person and which can be automated, such as appointment scheduling. Additionally, we dive into Chat GPT and how it can enhance our daily routines by acting as a personal assistant. It's time to ditch the overwhelm, use technology for efficiency, and give clients what they want. Show Notes: [02:41] - Some of the problems we can address include being staffing shortages, overwhelming case load, and just being too busy. Improving client service can alleviate a huge pain point. [05:42] - Bridging the gap between technology and client services. [07:01] - So many practices are inundated with calls that phone trees could be a helpful solution. [08:30] - Scheduling online is also easier for the clients. [12:11] - It's a manager's role and obligation to take the time to answer questions and formulate a plan for introducing new tools. [13:45] - We need one person to be the champion for each new tool. We also need to talk about the anticipated bumps and create plans and SOPs so everyone is on the same page. [15:32] - Chat GPT is such a powerhouse. It can help with marketing and help spotlight your brand. Having a tool that will help with ideas is so useful for managers. [18:32] - HR, training, scripts, and client education are also great Chat GPT uses. Carol shares a prompt that she directed and the output she received. [20:23] - Revisiting scripts using modern technology and Chat GPT. [22:18] - We talk about apps that help with writing and virtual scribes. [23:29] - The well-chosen tool is the answer. [24:01] - Overcoming pushback when new tools are introduced. Make sure you set everyone up for success. Be honest if something doesn't work. [26:06] - Evaluating and choosing the right ideas. [27:03] - Focus on what your practice really needs, what you're trying to solve, and if it will generate revenue. [29:17] - How to analyze a piece of equipment. Give yourself time and do your research. [30:11] - Be an active participant in the conversations around all of these new technologies. Pay attention. Thank you for listening. Remember you are not in this alone. Visit our website for more resources. Links and Resources: VHMA Web Page VHMA Coronavirus Resources VHMA Facebook VHMA Twitter VHMA on Linkedin Encore Vet Group…

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Managing to the Core Values 34:33

37 weeks yang lalu34:33

34:33

Welcome to today’s episode where we delve into a crucial aspect of veterinary practice management: using core values as a management tool. Establishing basic expectations based on core values might seem daunting, but is essential for aligning the entire team in the desired direction of the practice. Once these values are clearly defined and communicated, they serve as a foundation for behavior and daily performance,helping to ensure that expectations are consistently met. Our guest today is Debbie Newhouse, LVT, MBA, CVPM, a hospital administrator in Nebraska who finds joy in helping people grow both professionally and personally. In our discussion, Debbie shares the transformative catalyst that shifted her management approach to focus on their core values. By developing specific behaviors and actions associated with each core value, Debbie's team has a clear understanding of what is expected. She emphasizes the importance of incorporating core values into every facet of the practice, from interviews and new hire conversations to daily operations and leadership training. Ongoing communication is key to this approach. Debbie’s insights highlight the importance of consistency and frequent communication about the behaviors aligned with each core value. By making core values a regular part of the conversation, practices can create a cohesive and motivated team dedicated to the same standards and goals. Show Notes: [2:14] - Debbie shares the catalyst that changed her management approach to being focused on core values. They developed a set of behaviors and actions associated with each core value. [4:36] - Core values are included in interviews and conversations with potential new hires. [6:41] - Leadership training is important when it comes to core values and expectations being clearly defined in the daily operations. [9:40] - Attendance began as an issue. Now it is a behavior associated with the core value of Respect. [12:57] - One person on the team could negatively impact the rest of the team if they are not invested in the core value focus or being held accountable. [16:51] - Debbie describes some of the push back that has occurred and how it was addressed to maintain core value expectations. [18:07] - Ongoing communication of the core values and actionable behaviors is key. [19:24] - Performance reviews need to include each core value and the behaviors associated. [21:18] - Before a team member is terminated, they should have had several conversations with clear opportunities to improve. [23:23] - It’s important for the evaluation process to be simple and precise. [27:41] - Debbie describes how difficult conversations could go when it comes to performance evaluations. [30:25] - Be very consistent and communicate the behaviors that you want to align with each core value. They should be talked about frequently. [32:30] - Core values shouldn’t just be something posted on the wall. They help the cohesiveness of the entire team and success of the business. Thank you for listening. Remember you are not in this alone. Visit our website for more resources. Links and Resources: VHMA Web Page VHMA Coronavirus Resources VHMA Facebook VHMA Twitter VHMA on Linkedin…

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Open Book Buzz: Demystifying Business Transparency 28:13

39 weeks yang lalu28:13

28:13

Welcome back to the VHMA Manager to Manager Podcast! Today, we're diving into an interesting aspect of veterinary practice management: open-books management. Join us as we explore how sharing the financial side of the practice with all team members, even the "non-numbers" people, can lead to greater engagement, accountability, and success. Our guest for today's episode is Kristen Norris, a seasoned CVPM Practice Manager based in Texas. With 14 years of experience in her current practice, including a decade as a practice manager, Kristen is passionate about creating a work environment where team members feel empowered and valued. She firmly believes that fostering transparency and open communication about the practice's financial health is key to achieving this goal. In this conversation, Kristen shares her insights into how KPIs can help everyone understand their role in contributing to the practice's success. From posting scoreboards in prominent areas of the practice to integrating financial discussions into daily operations, she offers practical strategies for effectively sharing financial information in a way that resonates with team members. We'll also explore the importance of tailoring the information shared to each individual's role and how this approach can lead to increased buy-in and engagement across the team. Show Notes: [2:19] - Open-books management does not mean opening the checkbook for everyone. It means being transparent about the health of the business and letting staff feel involved. [3:24] - Kristen describes the scoreboard she has posted in the main area of the practice that provides a snapshot of the health of the business. [5:51] - It’s important to take the opportunities to show and talk about how much things cost. [7:54] - Sharing financials can make a big difference, but we have to be able to explain them in ways that the staff can individually understand. [10:46] - Some patient care goals can be connected to numbers. [11:49] - Share different measurements and how they apply to what we provide to clients. Earning money for the practice is not something to be ashamed of. [14:58] - When it comes to new hires, sharing some data and numbers can improve their onboarding and understanding of their new role in the practice. [17:05] - Leadership can communicate successes in a similar way to team sports. [18:55] - It is important for associates to know how they are doing in the practice and sharing numbers can communicate that clearly. [22:29] - In years past, scripts were commonly used. Now we go with a more relaxed approach, but sometimes we miss some information. Talking points can help. [24:14] - Celebrating goals does not have to be huge expense. Simple celebrations when goals are met are effective and appreciated. [26:19] - If you want your team to be involved, you need to provide ways for them to be involved. Thank you for listening. Remember you are not in this alone. Visit our website for more resources. Links and Resources: VHMA Web Page VHMA Coronavirus Resources VHMA Facebook VHMA Twitter VHMA on Linkedin…

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Transitioning from Coworker to Manager 35:01

42 weeks yang lalu35:01

35:01

Today we’re chatting about the manager role and the diverse pathways that lead individuals to this position. While practices are increasingly hiring managers from outside the organization, internal promotions are still frequent and possible and play a significant role in shaping leadership teams. Without debating the pros and cons of how we find managers, today we are discussing that transition from co-worker to manager. By gaining insight into the challenges and establishing a solid starting point, we can prepare new managers to succeed in their role. Joining today is Andrea Cruz. Andrea is an RVT Practice Manager in Long Beach, CA. Andrea's journey into veterinary management began with aspirations of becoming a veterinarian, which evolved into a passion for the RVT role as she gained hands-on experience and honed her interpersonal skills. Now, as a practice manager, Andrea finds immense fulfillment in mentoring and empowering her team to reach their full potential. Throughout our conversation, Andrea will candidly share her experiences navigating the transition from colleague to manager, offering insights on maintaining professional boundaries, fostering trust, and overcoming challenges such as imposter syndrome. Show Notes: [2:18] - Andrea shares how she became an RVT and her early experiences. [4:22] - Shifting from a co-worker to a manager was hard on a personal and professional level. [5:59] - Balancing a friendly relationship as a manager can be a challenge. [9:28] - There are many resources that can help managers improve their work and expectations need to be clear. [11:30] - Setting clear boundaries is crucial. [13:26] - We underestimate the power of trust. [15:24] - During the transition into a leadership role, the most resistance Andrea received from teammates was when she implemented new protocols. [18:10] - There are ways to communicate expectations without feeling like you’re coming down on people. [20:22] - You need to have a solid network of people who support you. [21:25] - Imposter syndrome is something a lot of new managers may struggle with. [24:35] - Sometimes you won’t know how to deal with an issue until you do it. You will probably not be prepared for everything.It is a journey. [26:11] - When bringing in new leaders, step into a mentorship role and encourage open communication. [29:17] - There’s a common misconception that managers and those in leadership need to know and excel at everything. [31:15] - Don’t forget about your team and their needs. You’ve been in their position and are now able to help them grow. Thank you for listening. Remember you are not in this alone. Visit our website for more resources. Links and Resources: VHMA Web Page VHMA Coronavirus Resources VHMA Facebook VHMA Twitter VHMA on Linkedin…

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