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Dec 18, 2024

Clinic Cliques and Holiday Cheer: How to Foster Inclusion This Season

Dec 18, 2024

The holidays are here, but not all the cheer makes its way into the workplace. This week on “The Veterinary Viewfinder,” hosts Dr. Ernie Ward and Beckie Mosser, MPA, RVT, tackle a sensitive yet often overlooked issue: exclusion during the festive season.

Imagine this: a colleague brings invitations for a holiday gathering, handing them out in full view of someone who’s not invited. For veterinary team members already feeling left out, these moments can cut deep and damage workplace morale. Dr. Ward and Beckie dive into the tricky dynamics of managing social interactions within clinics. From addressing cliques to deciding if management should intervene, they explore how to foster inclusivity and harmony—especially during the holiday season.

The episode also covers related dilemmas of exchanging holiday cards and gifts and participating in external parties and events. Beckie and Dr. Ward share real-world examples of workplace exclusion, highlighting how subtle behaviors can escalate into significant morale and team problems.

Join this insightful discussion to ensure the holidays bring joy, not drama, to your clinic. Don’t miss practical advice for navigating these seasonal challenges and creating a culture of respect and inclusion.

Dec 18, 2024

Latest Podcast Episodes - Click to Listen

Dr. Ernie Ward 5/12/21 Dr. Ernie Ward 5/12/21

Are We Confusing Our Clients? Baffling Invoices, Exam Room Jargon, & Inconsistent Recommendations in Veterinary Practice

Are we inadvertently confusing our clients by using vague terms and acronyms on our invoices? What about unclear communication in the exam room? Do different veterinarians recommend different drugs or preventives, leaving support staff to decipher? This week we tackle a constellation of confusing communications in veterinary practice.

Hosts Dr. Ernie Ward and Beckie Mossor, RVT begin by discussing a Mother’s Day dilemma in which Dr. Ward’s mom was utterly confused - and upset - by her dentist’s invoice. A medical term with our context led to almost losing a client and certainly sparked some neighborhood complaining.

The pair share tips on avoiding invoice and written communication misunderstandings, why plain language wins in the exam room, and the importance of having unified product and protocol recommendations in your practice.

Viewfinders, we believe this is another topic that occurs much more frequently than we wished. Beckie sums it up by explaining why “Yes” or “No” is rarely a good answer from clients and how we can learn from “comical communications” and misunderstandings to become better communicators.

Dr. Ernie Ward 8/19/20 Dr. Ernie Ward 8/19/20

Has COVID-19 Made Veterinary Clients More Angry?

Veterinary clinics around the country are reporting more confrontations with angry pet parents. This week, we dive into why this may be happening and what your veterinary team can do to help.

The COVID-19 pandemic continues to challenge veterinary professionals around the world. On disturbing trend is increased conflict with frustrated and angry, sometimes violent, clients.

This week, hosts Dr. Ernie Ward and Beckie Mossor, RVT tackle why veterinarians may be seeing more angry clients and steps to de-escalate a tense client interaction.

Viewfinders, this is an excellent discussion on a wide range of topics and tactics concerning conflict resolution. Please share it with your team or colleagues you think could use a little help or inspiration.

If you have a tough topic you’d like us to tackle, let us know on Instagram (@VeterinaryViewfinder) or Facebook (/VeterinaryViewfinder)!