• DVM360_Conference_Charlotte,NC_banner
  • ACVCACVC
  • DVM 360
  • Fetch DVM 360Fetch DVM 360
DVM 360
dvm360 | Veterinary News, Veterinarian Insights, Medicine, Pet Care
dvm360 | Veterinary News, Veterinarian Insights, Medicine, Pet Care
By Role
AssociatesOwnersPractice ManagerStudentsTechnicians
Subscriptions
dvm360 Newsletterdvm360 Magazine
News
All News
Association
Breaking News
Education
Equine
FDA
Law & Ethics
Market Trends
Medical
Politics
Products
Recalls
Regulatory
Media
dvm360 LIVE!™
Expert Interviews
The Vet Blast Podcast
Medical World News
Pet Connections
The Dilemma Live
Vet Perspectives™
Weekly Newscast
dvm360 Insights™
Publications
All Publications
dvm360
Firstline
Supplements
Vetted
Clinical
All Clinical
Anesthesia
Animal Welfare
Behavior
Cardiology
CBD in Pets
Dentistry
Dermatology
Diabetes
Emergency & Critical Care
Endocrinology
Equine Medicine
Exotic Animal Medicine
Feline Medicine
Gastroenterology
Imaging
Infectious Diseases
Integrative Medicine
Nutrition
Oncology
Ophthalmology
Orthopedics
Pain Management
Parasitology
Surgery
Toxicology
Urology & Nephrology
Virtual Care
Business
All Business
Business & Personal Finance
Hospital Design
Personnel Management
Practice Finances
Practice Operations
Wellbeing & Lifestyle
Continuing Education
Conferences
Conference Listing
Conference Proceedings
Upcoming dvm360 Conferences
Resources
CBD in Pets
CE Requirements by State
Contests
Partners
Spotlight Series
Team Meeting in a Box
Toolkit
Top Recommended Veterinary Products
Vet to Vet
Veterinary Heroes
  • Contact Us
  • Fetch DVM360 Conference
  • Terms and Conditions
  • Privacy
  • Do Not Sell My Information
  • About Us

© 2023 MJH Life Sciences and dvm360 | Veterinary News, Veterinarian Insights, Medicine, Pet Care. All rights reserved.

Advertisement
By Role
  • Associates
  • Owners
  • Practice Manager
  • Students
  • Technicians
Subscriptions
  • dvm360 Newsletter
  • dvm360 Magazine
  • Contact Us
  • Fetch DVM360 Conference
  • Terms and Conditions
  • Privacy
  • Do Not Sell My Information
  • About Us
  • MJHLS Brand Logo

© 2023 MJH Life Sciences™ and dvm360 | Veterinary News, Veterinarian Insights, Medicine, Pet Care. All rights reserved.

Digital tools increase my staff communication

December 6, 2018
Kelly Talbott, MBA

How I used online surveys and feedback tools to soothe tension in a veterinary hospital.

These kittens are giving other kittens "flash feedback," which will be used by the other kittens' managers to find areas for growth and to offer kudos for a kitten job well done. (sheilaf2002/stock.adobe.com)In the summer of 2017, there seemed to be underlying tension between team members in the veterinary hospital. No one was comfortable talking about any issues with team managers, DVMs or myself, but unease could be felt by all.

Getting to the problem

To get to the root of the stress, I created an online engagement survey that allowed each team member to express their concerns anonymously. I was able to view the results and develop team training about the common concerns that surfaced.

Communication training

One of those concerns was the need for clear communication among the DVMs, managers and team members. So, I started monthly team-building workshops and invited in guest speakers to teach communication techniques. As a result, our team has become more understanding of each other's communication styles and how to relay information. We continue to expand on these communication skills by applying these techniques to our client conversations.

Advertisement

The “flash feedback” model

Another concern that came out of the online engagement survey was the need for more frequent feedback with team managers. Our hospital had traditionally conducted an annual review for each team member. I led the team managers to implement a quarterly “flash feedback” model.

I researched online tools to help managers document and complete more frequent mini reviews. With agreement from team managers and the owners, I selected and set up a platform on Teamphoria. After introducing this online platform to the staff at a meeting, each team member set up a personal account. Now every quarter, each team member answers a set of designated feedback questions and gives suggestions. These items are then the center of open discussion at the one-on-one flash feedback sessions with their manager. At the end of each session, team members can enter their new goals or track their progress on previous goals.

Even more exciting is that team members can use Teamphoria to make online staff announcements, suggestions and even send each other virtual awards. It's a great way for managers and even veterinarians to instantly acknowledge the hard work of people that matches our hospital's mission. This new flash feedback model and management platform has really increased morale and sped up important feedback for team members.

Kelly Talbott is practice manager at Pinnacle Peak Animal Hospital in Scottsdale, Arizona. Talbott is a finalist in the 2018 dvm360/VHMA Practice Manager of the Year contest.

Related Content:

Personnel Management
How to be the practice of choice
How to be the practice of choice
Why difficult conversations are the most important ones to have
Why difficult conversations are the most important ones to have
PetVet365 becomes first Fear Free Certified hospital network
PetVet365 becomes first Fear Free Certified hospital network

Advertisement

Latest News

The Vets appoints Dr Zach Mills to VP of Medical Performance

Communicating the importance of genetic screening

Purina announces its 2023 Pet Care Innovation Prize winners

AmeriVet Veterinary Partners deemed a 2022 Business of the Year

View More Latest News
Advertisement