Sick of the hot air flying around your practice? You may hear the same bluster from clients and co-workers every day, but the repetition doesn't make these statements any easier to hear—or handle. Wish you were more like Emily Post so you could handle these situations with ease? Use this advice to help you respond politely, productively, and professionally the next time you face one of these irritating remarks.

"Receptionists are the bottom of the totem pole."

It's a typical day at the front desk. You're practically splitting yourself in four to answer the phone, start a new patient file, print a receipt, and present vaccination information to a client. Exhausted, you see Terrence and Theresa chatting in the hall in a rare break between appointments. Theresa catches your eye and, noticing your frenzied workload, says to Terrence, "Lucky thing we're not the low men on the totem pole like the receptionists."

Say this instead: "We may fill different roles, but we're all essential to providing clients and patients the best care and service." Or, you might decide to say nothing at all, says Karen Felsted, CPA, MS, DVM, CVPM, a Firstline Editorial Advisory Board member. Ask yourself whether challenging this statement will change this person's attitude before you give into the temptation to offer an angry retort. "You can't stop people from acting ignorant or cruel, but you can be proud that you handled the situation calmly and professionally," Dr. Felsted says.

"It's just a dog."

Miss Doubtful complains about Rocky the rottweiler's rancid breath. During an oral exam, the veterinarian discovers plaque buildup and recommends a dental cleaning and daily brushing. You're about to explain how to encourage Rocky to accept the tooth brushing when Miss Doubtful shoots you an incredulous look and says, "It's just a dog."

What you'd like to say: "I'm shocked your dog is still alive with an owner like you."

Say this instead: "I know, and this care will help prevent Rocky from suffering from dental disease." Explain how the treatment benefits the pet and owner, including the problems and pain it can help them avoid, says Christine Merle, DVM, MBA, CVPM, a consultant with Brakke Consulting in Dallas. And be sure to highlight the treatment for Rocky's horrible breath, since Miss Doubtful specifically mentioned she's bothered by it, Dr. Merle says.

But if Miss Doubtful doesn't follow your recommendations, don't criticize. The choice is ultimately hers, and when you belittle her care, you can damage her bond with your practice. If clients only follow a portion of the recommendation, praise what they're willing to do and continue educating them.

"We don't have time for your great idea."

You've got a stellar plan for an electronic filing system that will track client and patient information and enhance communication between the front and back areas, reducing reception backups and improving client service. You finally muster the courage to take your idea to your boss, and she says, "We don't have time to try your idea."

What you'd like to say: "I don't have time for the billion tasks you give me, but I make time."

Say this instead: "I know you're busy, and I'm prepared to take responsibility for pursuing and implementing this idea." Your boss likely receives tons of ideas to improve the practice, but they seldom come with a plan for implementation or an offer to assume the workload. This won't guarantee you'll get the go-ahead, but demonstrating your willingness to go the extra mile will increase the chance your boss will at least agree to a trial run.