Comp Review 2
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- What are the 6 stages of grief?
- Denial, Bargaining, Anger, Guilt, Depression, Resolution
- What is active listening?
- Encourage the speaker to speak, repeat what they're saying, make sure you're understanding correctly, understand their feelings also.
- 4 way to avoid not being an active listener.
- Concentrate w/out distractions, avoid judging, don't assume you know what they're going to say, encourage feedback.
- What are the 4 steps to conflict resolution?
- Must be face to face, a mediated session, file a written grievance, have an open meeting w/ co-workers.
- What should you do with an abusive client?
- Remain calm, remove from waiting room, use active listening, don't argue, call 911 if necessary.
- What's a clinic policy manual?
- A written record of the clinics policies and how they handle situations.
- Who legally owns the animal's medical record?
- The Veterinarian clinic.
- How long must medical records be kept by the practice?
- 5-7 years.
- What are the goals of inventory control?
- To make sure you have everything you need & to minimize the expense of keeping supplies in stock.
- What are the key components of a good inventory system?
- Good record keeping, inventory control cards, app. arrangement & storage of inventory, effective monitoring, smart purchasing.
- What information should you gather before an interview at a clinic?
- Job description, background on clinic, contact employee, Chamber of Commerce info, questions about the job.
- What questions should you ask during the interview?
- What are clients like, what's a typical day, what are their diff. policies, how are appt. scheduled?
- Do you need to fulfill continuing education requirements to keep your vet tech cert?
- Yes, in Minnesota.
- What are the goals of taking a phone call from a client?
- Help client w/ problem, find someone to help if you can't, book an appt (don't diagnose), try to sell the clinic.
- Common sense phone skills
- Conscious of voice, be courteous & prof, active listening, screen calls for dr., answer w/in 3 rings, don't put on hold over 90 s.
- What information needs to be on a message?
- Time, date, full name of owner, pet's name, phone#, summarize the call, signature.
- What do you need to remember about a difficult client?
- Client is always right, be patient, don't let them ramble, summarize, find out what they want, let them speat to someone else, move from reception.
- What should you when in regards to euthanasia?
- Schedule when less busy, collect fees & disposale of remains before, tissues, acknowledge clients feelings, send card after.
- What should you include in a phone introduction?
- Smile when you speak, use full name of hospital, use your name, a question that offers assistance.
- What do you need to be conscious of with your voice?
- Tone should be calm & pleasant, speed& volume should be moderate.
- What do you do if you need to place a caller on hold?
- Ask them if you may do so & wait for their reply, don't keep on hold over 90s -if longer ask to have someone call them back, thank them for holding.