Ten Commandments of Human Relations 1 Speak to

Ten Commandments of Human Relations: 1. Speak to people 2. Smile at people 3. Call people by name 4. Be friendly and helpful 5. Be cordial 6. Be genuinely interested in people 7. Be generous with praise and cautious with criticism 8. Be considerate with the feelings of others 9. Be eager to lend a helping hand 10. A good sense of humor, a huge dose of patience and a dash of humility

Communication Barriers 1. Jargon 2. Close Mindedness 3. Fake Attention 4. Superiority complex 5. Jumping to conclusions 6. Information assumption 7. Lack of empathy 8. Body Language

Difficult Clients 1. Bully 2. Know-It-All 3. Demander 4. Cheapskate 5. Cynic

Telephone Facial expressions Answer promptly before 3 rings Putting a person on hold Avoid muffled voices Answering the telephone Identify the clinic name Identify yourself Offer assistance Screening phone calls Remember you area filter not a road block Progress reports Do not give false hopes to make the client feel better Scheduling Appointments Most general exams are scheduled every 15 minutes

Health Certificate: Good for 30 days http: //www. aphis. usda. gov/library/forms/pdf/APHIS 70 01. pdf Rabies Certificate http: //www. dtic. mil/whs/directives/infomgt/forms/efo rms/dd 2209. pdf Euthanasia Consent Form http: //www. lsbvm. org/euth_consent. pdf Surgical Release/Treatment Form http: //www. delrayanimalhospital. com/PDF/DRAHSXRel ease. pdf Coggins Certificate www. aphis. usda. gov/animal_health/animal_diseases/ei a/downloads/vs_form 10 -11. pdf

Personnel: q Veterinarian q Veterinary Technologist q Veterinary Technician q Veterinary Assistant q Office Manager q Receptionist/Front Office Personnel q Kennel Staff q Veterinary Technician Specialist Veterinarian-Client-Patient Relationship (VCPR) VCPR is a professional relationship between the veterinarian, the client, and the patient.

American Veterinary Medical Association (AVMA) www. avma. org National Association of Veterinary Technicians in America (NAVTA) www. navta. net American Animal Hospital Association (AAHA) www. aahanet. org/ American Association for Laboratory Animal Science (AALAS) www. aalas. org