Navigating the complexities of the veterinary profession often involves finding a balance between compassion and practicality. Veterinarians and practice managers are known for their kindness, but what happens when saying yes to everyone leads to overcommitment? And how do you handle the backlash when a necessary "no" is perceived as unkind? These challenges are frequently discussed in the VHMA forums because setting boundaries with clients and employees is essential.
In this episode, we explore the delicate art of saying no, focusing on how to do so effectively and empathetically with clients, and how to guide employees in doing the same. Our guest, Joan McCue, CVPM, brings her experience as a veterinary practice manager in South Carolina to the conversation. Joan shares insights on the difference between a sharp "no" and a more considered decline and offers strategies for explaining the reasoning behind a no to ease client concerns.
Joan also highlights the importance of confidence in delivering a no, and the role of education in helping both clients and staff understand necessary boundaries. Whether it’s having staff serve as boundary-keepers for doctors or knowing when it’s appropriate to "fire" a client, Joan provides valuable advice for maintaining a balanced and respectful practice environment.
Produced monthly by VHMA, hosted by Debbie Hill, CVPM, SPHR, SHRM-SCP, these podcasts will expose listeners to new ideas and practical strategies and solutions that managers---relying on their expertise, experience, and creativity--have adopted to move the practice forward.
To listen, visit the VHMA website or wherever you listen to podcasts.
Original Post
August 21, 2024
