Step One: Know yourself.
Step One: Know yourself
Meyers Briggs Personality test
Cloud's seven personality types
Step Two: Review the history of "communicating the exam room"
Ross Clark exam room protocol
Hills Arthur Anderson "Ideal client survey"
Ross Clark Ten-Step Protocol
1. Present yourself as a medical professional
2. Touch and talk to the client and the pet
3. Do something medical
4. Be an active listener
5. Say something
6. Show and tell
7. Give something
8. Compliment clients about their pets
9. Give clients best options first
10.Close with have I answered all of your questions
Hills "Ideal Client Survey" conducted by Arthur Anderson
1. Answer my questions
2. Articulate likely outcomes
3. Explain all of the available alternatives
4. Articulate the diagnosis
5. Explain what will be done or what has been done to my pet.
6. Perform unhurried exams
7. Calm the pet
8. Is friendly and courteous
9. Demonstrated bedside manner
10. Demonstrates concern for me and my pet
Step Three: Give the client a plan for prevention
Exam report card that summarizes today's findings and what needs to happen next
Prioritize follow-up treatments plans
Write down for the client?
Step Four: Learn about your opponent in the exam room.
Step Five: Know your audience (Beyond Mauve wall)
What do women want from their veterinary visit?
What do men want from their veterinary visit?
Step Six: Do the simple things correct, over and over again
Make sure the hospital is clean
Start with the outside
Make sure the exam room is in good repair
Make sure the hospital is not cluttered
Step Seven: Look and act like a professional
Step Eight: Review the script
New client, who referred, what is the name of the referring clients pet and what problems does it have?
If existing client, review the file before entering the exam room
Step Nine: Break down barriers
Step Ten: Act like you have all the time in the world
Step Eleven: Learn to listen
Step Twelve: Use clients and pets name over and over
Step Thirteen: The body doesn't lie?
Listener's impressions of you!
Step Fourteen: Use the silver bullets "the magic pills"
Step Fifteen: Avoid Negative traits