What to say?
This specific non-verbal cue shows attentiveness and builds trust during a difficult euthanasia discussion.
What is eye contact?
You want to wear your favorite dangling hoop earrings to show your personal style at the clinic.
What is unprofessionalism?
This casual, four-letter slang word for a dog or cat should be avoided in professional medical records
What is "mutt" (or "furbaby")?
This personal digital device should remain out of sight and silent while you are working on the treatment floor
what is a cell phone?
Sending these automated messages to clients can improve appointment compliance and show professional organization.
What are reminders?
Doing this to an angry client, rather than interrupting them, allows them to vent and helps defuse their frustration.
what is listening?
A long-haired cat is scheduled for a fractious grooming session. Your long hair is down and flowing.
What is unprofessionalism?
When discussing a deceased pet, professionals use expressions like "euthanized" or "humanely put to sleep" instead of this harsh phrase
What is "killed" (or "put down")?
When answering the clinic phone, you should always include the clinic name, your name, and this specific courteous phrase.
What is "How can I help you?
Chewing this during a client consultation or while answering phones is considered highly unprofessional and distracting.
What is gum?
This communication strategy involves acknowledging a client's financial distress before offering a payment plan
what is empathy?
This item of clothing should be clean, wrinkle-free, and fit properly to maintain a medical appearance.
What are scrubs?
To maintain professional boundaries, you should always address a pet owner by this title followed by their last name unless invited otherwise
What is Mr., Ms., or Dr.?
To protect patient privacy and clinic reputation, staff must never post photos of cases on these personal accounts.
Keeping this specific area of the clinic clutter-free and spotless ensures the first impression for clients is positive and professional.
What is the lobby (or reception desk)?
This document should always be reviewed line-by-line with a client before a surgery to avoid surprise billing complaints.
what is a treatment plan?
This specific type of undergarment or shirt should be worn beneath thin scrubs to maintain professional modesty.
What is a undershirt?
If a mistake is made during a treatment, professional ethics require you to immediately report it to this specific person.
What is the veterinarian (or manager)?
This form of communication includes your posture, facial expressions, and crossing your arms while speaking to a teammate.
What is non-verbal communication?
To de-escalate an aggressive client in the lobby, professionals should escort them to this private location.
What is a exam room?
This tone of voice should always be avoided when answering a client's repetitive questions, as it signals impatience.
What is sarcastic (or condescending)?
This type of headwear should be removed upon entering the clinic building unless it is worn for religious purposes or medical reasons.
What is a baseball cap (or hat)?
Instead of defending clinic policy to a furious owner, you should use this specific technique to validate their emotional state.
What is reflecting?
Even when a patient is uncooperative, professional behavior dictates that staff must never display this emotion on the floor.
What is anger?
This acronym represents the standard, professional structure used for writing clear and legal medical progress notes
What is SOAP?