Sample script: When tempers flare

Sample script: When tempers flare

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Mar 01, 2008

Everyone's bound to disagree sometimes, but it becomes everyone's problem when issues aren't resolved quickly, says Pam Weakley, a Firstline Editorial Advisory Board member and the practice manager at Dickman Road Veterinary Clinic in Battle Creek, Mich. She asks team members to attempt to resolve issues themselves. But if they don't make amends on their own in a few days, Weakley meets with the dueling parties and uses this script to manage the situation:

Manager : I understand there's a conflict, and you were unable to resolve it on your own. Team member X, can you tell me why you're upset?

Team member X: I'm upset because ...

Manager: Team member Y, can you paraphrase what she said?

Team member Y: She's upset because ...

Manager: Team member Y, can you tell me why you're upset?

Team member Y: I'm upset because ...

Manager: Team member X, can you paraphrase what she said?

Team member X: She's upset because ...

Manager: Team member X, what can you do to help this situation?

Team member X: I can ...

Manager: Team member Y, what can you do to help this situation?

Team member Y: I can ...

Manager: Are those changes acceptable to you both? Will you apologize to each other?

Both: Yes.

Proceedings papers for techs

The very best behavior advice for new puppy owners (Proceedings)

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The entire hospital staff should play a role in the counseling of new puppy owners.

The technician's role creating a behavior centered veterinary practice (Proceedings)

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A focus on pet behavior in the veterinary clinic is an excellent practice builder.

Trying times--dealing with canine adolescent dog (Proceedings)

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A behavior wellness exam is an opportunity to check up on a pet’s behavioral health and answer any related questions a client may have.

Enriching geriatric patients' lives (Proceedings)

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An important time for practices to include a behavioral exam is when a pet becomes a senior.

Tubes and tracheas--all about endotracheal tubes and lesions in difficult intubations (Proceedings)

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Endotracheal tubes are usually made from silicone, polyvinyl chloride (PVC) plastic or red rubber.