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Perspective

The Two Best Things You Can Do to Improve in the Exam Room

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I think most of us believe knowledge is power. We are caregivers, healers and scientists. Of course, we recognize the benefits of accumulating information on which we can base our decisions.

I do think, however, that we may over-value knowledge while under-valuing actual skills. We don’t give airline pilots a book on how to fly and then release them with a loaded 747 because when it really comes down to it, we know that understanding something is very different from actually doing it. This is the difference between knowledge and skill.

In a veterinary context, knowledge is knowing what to do in a life-saving surgery, and skill is being able to actually pull it off. It’s one thing to memorize what the customer service research says you should communicate to a furious pet owner, and something different to actually stand in the room and gracefully do it. Our training as veterinary professionals is (or at least should be) loaded with opportunities to acquire knowledge. Skill building is much more of a challenge, but I believe it’s also at least as important.

When people ask me what are the absolute best things they can do to be more effective at working with clients in the exam room, I see this as a question about building skills. There is nothing you can read and no lecture you can sit through that will radically change what you’re able to do day-in-and-day-out with pet owners. If you want to be really great, you have to build your exam room skills and not just your exam room knowledge.

That’s why the two things I recommend over anything else when it comes to excelling in the exam room are skill-based. They take time and commitment to do and, as a result, few people take me up on my advice. Still, some people do and they tend to benefit greatly so I feel that it’s at least worth me continuing to put my encouragement out into the world.

Before I tell you my two biggest recommendations, let me just say that these are not meant to be seen as simple or convenient. They are meant to truly make a difference, and making a difference takes time and effort. As with most things in life, we tend to get out what we put in.

Without further ado, here are the two things that changed my career and that I recommend for anyone who truly wants to become significantly better at working with pet owners.

Toastmasters International

Toastmasters is a… wait for it… public speaking club! I know. Super exciting and not-at-all terrifying. I bet you’re already googling it.

Toastmasters has chapters literally all over the world. There is probably more than one in your town right now. When I started as a veterinarian, I convinced the practice where I worked to let a chapter I was in meet every other week in our break room. I later joined a different club that met early in the mornings at a Mexican restaurant. The club served huevos rancheros at every meeting (which seems like a bold choice given how nervous people are before speaking in public) and it was magical.

Toastmasters taught me how to organize my thoughts, communicate points clearly, and build an internal stopwatch to keep track of time. It made me get more comfortable with handling off-the-wall questions, collecting myself, speaking confidently, and talking off the cuff. I also got immediate feedback on my word choice, body language and use of “filler” words (like “um” and “err”).

Nothing I have done helped my confidence and my ability to get heard as much as Toastmasters. If you think you might like it, I strongly recommend giving it a try. Know that each group is different and you may want to visit a few before picking the one that’s right for you. Even if you just do it for a few months, the benefits are plentiful.

Improvisational Theater (Improv) Classes 

After doing Toastmasters for years, I decided I wanted a new challenge. On a lark, I googled improv comedy in my hometown. I found a local theater that was starting improv classes for beginners in 2 weeks. That was 9 years ago and I still do improv every week.

“Yeah right, Andy. My technician should take improvisational theater classes,” I hear you saying. I get it. It ain’t what the ole farm vets used to do, but that doesn’t mean it’s not honest-to-god one of the best things out there to make you more dynamic and effective in the exam room.

If you want to be stellar in the exam room, you’d better be comfortable working with the unknown, reading other people, reacting authentically, and collaborating to create a shared experience between you and the other person. Improvisational theater, or “improv” as the cool kids call it, teaches all of these skills and makes you do them (in front of other people) over and over again. It builds quick-thinking, active listening and conflict management skills unlike anything else I have found.

If you are wary of committing to a series of improv classes, or if there aren’t any in your area, you can certainly give improv a quick try at the online workshop Uncharted is offering in about 2 weeks. It’s called What Vet Med Can Learn from Improv, and it’s being taught by Dr. Adam Little. You can learn more here.

So there you have it. Toastmasters and Improv classes: My best advice. If you have been considering either of these fun diversions as a new hobby, I highly recommend them. Even if you just try them out for a few months, I know you’ll get skills that can make your interactions with pet owners smoother and more rewarding. You may also end up with a bit of a new friend group that doesn’t have anything to do with veterinary medicine, and I think having one of those is probably healthy for all of us.

If neither of these activities lights your fire, but you are sold on the idea that building skills by working on something, then getting advice and then working on it some more, maybe take a look at the April Uncharted Veterinary Conference (21st-23rd) or just becoming an Uncharted member. 

I founded Uncharted 5 years ago with the belief that we get better by doing things, not just reading or hearing about them. Uncharted is a mixture of live events, virtual workshops and an online community that is always trading insight and advice to help people grow and enjoy practice. Some of my greatest friendships have come from there, and I know I’m not alone in that. The April conference is all workshop and discussion-based, and anyone who has attended it before will tell you it’s something special. 

Please take care and have a great rest of your week!

Best always,

  Andy

“Dad Jokes Told Here”

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Have you ever felt that someone got you, like truly, deeply, at your core got you? You see, I have a superpower. Not the kind that headlines a major motion picture, or gets me on the B-list of the Avengers, or even their trusty sidekick. My superpower would qualify me for the Suicide Squad, and not one who actually makes it to the end of the movie, the ones who are the distraction and the comic relief.

My superpower, yes, I believe it is one, is popsicle stick humor. I could have paid my way through veterinary school writing those popsicle sticks, and that is at today’s vet school costs. Not only can I instantaneously come up with a lame pun or joke, like cruciate tear lame, but I can give 5 back to back puns on topic. Clinics I have worked at have call any lame joke or pun, a “Sweitzer Joke.” I have had pun-offs for fun. My friend once drew a cartoon of my brain with tons of filing cabinets, the size of the library of congress, filled with jokes and Olympic-level sprinters running around retrieving them. I felt sorry for those poor individuals as they were being worked as hard as grad students or interns (a topic for another time).

Dad jakes told here

Some people appreciate my puns as they make the day go faster and lighten the emotional load of veterinary medicine. Some people tolerate my puns as part of accepting me. My current boss may roll her eyes sometimes and will giggle or chuckle at others, did something that speaks to my core, my superpower. She hung the following sign on the door to our doctor’s office. The feeling of being understood, and appreciated, is so fulfilling. The feeling of being truly understood and appreciated, by your boss, PRICELESS (Though I think she bought the sign with VISA).

So often our brain focuses on our weaknesses, on our mistakes, and on what went wrong. We naturally all have a strong negativity bias so we can survive the sabretooth tiger around the next corner. The monsters of life may take many forms but the worst monster is our own mind. While trying to improve our flaws and avoid our mistakes may help us not to fail, but punishment rarely pushes us to the pinnacles of mental success. Reinforcement motivates us to continue our current efforts and pushes us to greater heights. Being not only accepted but celebrated for who you are is an incredible feeling and amazingly fulfilling.

So, what is your core strength, your superpower? Was there a time that you felt truly understood and appreciated? A time when you did something for someone else to make sure they knew how much you appreciate them.

Jason Swiezter

ABOUT THE AUTHOR

Dr. Jason Sweitzer has worked in veterinary medicine for two decades from assistant, to RVT, to DVM. He graduated from UC Davis with his DVM in 2009 with focuses on small and exotic animals, behavior, and business management. He has worked in general and specialty emergency practices as well as having been an Intern and Extern Director for one of the largest veterinary clinics in the country. He loves teaching and incorporating animal behavior and mental wellness into all that he does and sits on the Western University Dean’s Clinical Site Advisory Counsel. He was a founding board member of Not One More Vet, Inc, and founded Not One More Vet Student. a non-profit devoted to mental health and suicide prevention in veterinary medicine including more than 20,000 veterinary professionals. He has lectured nationally on several topics. He believes laughter is the best medicine and proudly shares his “Dad” jokes.

How to Win Employees and Influence People

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It finally happened. The veterinarian shortage and veterinary technician shortage that they’ve always talked about for the last 20 years. If you look in today’s clinical practice it is almost impossible to find staff. The classified ads are full and the world during COVID has seemed to expedite this market. Yes, it is truly a buyer’s market if you’re looking for a job.

A few months ago, our family had a slight scare as there was a potential COVID exposure at our daughter’s daycare. As a family, we decided it would be best to keep her home during the month while vaccinations were just beginning to be dispensed. As far as making this work, it was a bit of a scheduling challenge. Fortunately, both my wife and I have bosses who were quite understanding and very gracious in allowing us to make this happen. We were both able to alter our schedules so that one of us was home all day during the course of the week. This essentially meant much longer shifts when we were at work, some as long as 10 to 12 hour days but it was worth it. The time that we each had with our young daughter was a gift. We were able to keep her safe and at the same time get to enjoy some everyday family time with her. This was time I had missed out on during her first year while I was working… and I loved it.

It got me to thinking how in today’s veterinary market can employers become a more attractive option for potential employees? For full disclosure, I am not a business owner. These ideas are just some things I’m spit-balling as potential options that some employers and employees may find to be mutually attractive and beneficial.

1. Time off and scheduling

From my own experience, a slight rearrangement of scheduling and a cut back on some days working was a wonderful relief. I was still able to maintain what would be considered a full-time working status. Veterinarians and technicians are often known for being workaholics. We have that personality and drive. Our focus is to help our patients and help our fellow team members. At times this can become a bit of a detriment as both people I’ve known (and myself) have worked 50-60 hour weeks, skipped vacations, and missed out on important things – at a detriment to our general well health and being. Instead, try having a look at a three or four-day workweek schedule. Though the days may be longer, the days off are so worth it.

2. Dollar dollar bills y’all

For ages, jobs have often been defined by how much you make. Don’t get me wrong; money is good but it can only motivate people so far. Eventually, they reach the threshold where their well-being is no longer worth it. In today’s society, many people worry about what the future will hold. As it is for many technicians in a clinic, their average career span seems to only be around five years before they move on to a different job in a different field altogether. This is largely a result of clinic life no longer being financially feasible for them to do a job they love while having their spirits and bodies broken by the day-to-day grind.

For veterinarians, gone are the days where you might work for somebody for 5 to 10 years before you get to become a practice owner yourself. Selling a practice was often a means of funding your retirement. To be brutally honest, people these days are horrible with money and the whole idea of saving up is lost on many. Why don’t we look at ways of providing different financial incentives? I’m talking about pensions, 401(k)s, and RRSPs that employees can contribute to but also the employers match to a certain percentage. Every little bit helps and makes the long-term job satisfaction a bit better in my opinion.

One other financially incentive idea is profit-sharing. There are different ways this is figured out and distributed but if everyone gets a little extra slice of the pie, the staff may feel a lot better knowing that their hard work will be rewarded. Ultimately, they may be a lot more inclined to put in some extra effort without any begrudging.

3. Moving on up! To the east side?

Nope, just within the business. Some staff members are content with their role in the clinic but others want more. We should embrace both groups as they are important pieces of the team. Technicians may want to specialize. Vet assistants may want to take on more responsibilities or even consider going back to school for a technician or doctor program. Client care representatives may want to move into a management role. Nobody can work forever so it benefits us to train someone to help out when someone retires or is out sick – especially if for a prolonged time. If there are ways to move up and expand a skill set, employers should identify those staff members and provide them with the tools to become a more integral part of the clinic. This can improve job satisfaction as well as better financial well-being for both the employee and the clinic.

4. Clean house

Many clinics have that one employee… you know the one who has been there X number of years and is the best technician, receptionist, or manager you’ve ever had. Except that employee drives the rest of the staff crazy and creates a toxic work environment. It may be hard to swallow, but it’s time they move on. I know we’re talking about adding employees but it’ll be much easier to hire if you have a happier atmosphere and the worker who dragged down morale is gone.

The last 20 months have been exhausting yet rewarding. Think about how many pets and families we’ve been able to help! Now we need rest and hope that relief is on the way. While we may ask clients for their patience, it will likely come down to appropriate staffing in the clinic to alleviate the stress. Owners (whether private or corporate) have the power to transform the profession moving forward and make the job more variably rewarding than cuddling kittens and puppies though that is an awesome perk of the job!

How to Stay Positive When Your Practice is Tortured by Souls of the Damned

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Ever since the portal to hell opened in downtown Manhattan six weeks ago, veterinary medicine has been on its heels. Many of us feel frightened, overwhelmed by the changes, and completely exhausted. Surviving a global pandemic was tough, but to go from that right into a soul-obliterating apocalypse has been especially challenging. At first, the dramatic decrease in caseload was a welcome thing, but now… I suspect most of us are having a hard time staying upbeat.

As civilization crumbles and the living are dragged to hell by spirits of the damned, I’d like to share three quick positivity tools that I am finding really helpful. Here goes:

  1. Look at the bright side. Sure, no one likes to see their friends and co-workers possessed and manipulated like meat puppets to do the bidding of an unholy force. Still, I think we can all admit that Carol wasn’t exactly crushing it at the front desk before a malevolent soul entered her body. She let the phones ring, took forever to check people out and was a total pushover when clients demanded special exceptions. Well, the phones aren’t ringing, there’s no line to check out, and nobody makes demands of a CSR who vomits and spins her head around 360 degrees whenever she gets stressed.
  1. Assume good intent. It’s easy to see our demonic attackers as “the bad guys,” but do we really know that’s true? Has anyone gotten their perspective? I’ve heard as much as everyone else about how terrible hell is and about how none of us want to go there… but what do we really know? Maybe these dark spirits are trying to show us a neat place that has an undeserved bad reputation (like Des Moines)!
  1. Lean into Community. Have you joined up with a local survivor group yet? Before the apocalypse, many of us were lonely and looking for a sense of purpose. Now, it’s not hard to become part of a tight knit group of interdependent people who have a clear and common focus: survival. Whether it’s a team of demon slayers, survivalists, or cultists who have thrown in with hopes of appeasing the demonic horde, opportunities to make new friends are everywhere!

With these three powerful tools, I know you’ll be able to keep your chin up as long as your soul remains intact! Good luck everybody! 

Vet Tech Feature: Lyndsey Hildebrandt, RVT

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This year, for Vet Tech Week, we wanted to try something a little different: We held a sticker design contest! There were SO MANY incredible submissions (Vet Techs are a creative bunch!), so we put it to a public vote and finally managed to narrow it down to three winners. Those winners had their designs printed into limited edition stickers that are now being used to help celebrate Vet Tech Week all over the continent!

These designs were true works of art, and we wanted to know a little more about the artists behind them. Today, we’re meeting Lyndsey Hildebrandt, who designed what we called the “Spicy Paw” sticker. Read on to get to know Jill, who created the sticker many of you own today!

lyndsey hildebrandt
Lyndsey’s “Spicy Paw” sticker design

Q: Tell us a little about yourself!

A: My name is Lyndsey Hildebrandt. I work as an RVT at Lakewood Animal Hospital in Saskatchewan, Canada. I’ve been working in Veterinary Medicine for 8 years!

Q: What is your favorite thing to do as a Vet Tech?

A: My favourite part of my job is dentistry. I feel so passionate about oral health! It is so amazing what a difference it can make in a patient’s life! I really do hope to specialize in this someday!

Lyndsey Hildebrandt
“Picture of me doing what I love best -DENTISTRY!”

Q: What inspired you to create your sticker design?

A: A friend that I worked with at the clinic mentioned this contest to me! I thought I would put myself out there – never did I think my art would actually be made into a sticker! When designing this sticker, I had those in mind who love the challenge of a sassy patient. We all know these patients can be hard to manage. It takes a very special heart to love the spiciest of patients – big and small. My cat Jazzy was also the inspiration for the tortie colouring. She has attitude for days…

Lyndsey Hildebrandt
“A picture of my beautiful pups. (Left to right: Peanut, Daisy and Theodore)”

Q: Why do you think Vet Tech Week is so important for everyone to celebrate?

A: This career isn’t easy. There are a lot of highs and lows. We wear a lot of hats, juggling all we can. It is important to celebrate this week, because we are vital to Veterinary Medicine.

Q: What’s one thing every person (vet med or non-vet med) could do right now to make a Veterinary Technician’s day?

A: Honestly, be kind. The Veterinary community is struggling right now (especially where I am from). A kind word or smile can go a long way. But also, food works too!

Lyndsey Hildebrandt
“The diabetic queen who started my love of torties, Jazzy (who will one day kill me in my sleep eventually).”

Q: Is there anything I didn’t ask you about that you’d like the readers to know?

A: I have always enjoyed creating art! Seeing all the kind comments about my sticker has warmed my heart so much. I felt that my art wasn’t good enough. Seeing all the support has encouraged me to open up my own Etsy store, there isn’t much now – but we will get there! Please check out my store if interested: Arttoodle!

Thank you to Lyndsey for sharing her creativity with all of us and giving us a new, fun way to celebrate Vet Tech Week in 2021!

Vet Tech Feature: Natalia Salgado Montoya, CVT

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This year, for Vet Tech Week, we wanted to try something a little different: We held a sticker design contest! There were SO MANY incredible submissions (Vet Techs are a creative bunch!), so we put it to a public vote and finally managed to narrow it down to three winners. Those winners had their designs printed into limited edition stickers that are now being used to help celebrate Vet Tech Week all over the continent!

These designs were true works of art, and we wanted to know a little more about the artists behind them. Today, we’re meeting Natalia Salgado Montoya, who designed what we called the “Pawprint Full of Passion” sticker. Read on to get to know Natalia, who created the sticker many of you own today!

natalia salgado montoya
Natalia’s “Pawprint Full of Passion” sticker design

Q: Tell us a little about yourself!

A: I’m currently taking a break from clinical practice to focus on CVT Creations, my veterinary art business. It merges my artistic talent with my passion for education. My background in veterinary dentistry, anesthesia, general practice, and shelter medicine fuels me to create fun art that is also educational. 

I was raised in Northern California. I realized I wanted to become a veterinary technician while working for an animal shelter, and after learning about the amazing program at Portland Community College, I moved to Oregon. I’ve been in veterinary medicine for 6 years, and certified for 3 years.

natalia salgado montoya
“This is me with my almost 2-year-old St. Bernard, Suica!”

Q: What is your favorite thing to do as a Vet Tech?

A: My favorite role as a vet tech is helping an anxious or fearful animal feel safe. I have a soft spot for “difficult” animals due to my experience working in shelter medicine and a fear-free practice. A vet clinic can be a stressful environment, so I take the time to help them feel comfortable. I love watching an animal become comfortable as they build a more positive association with visiting the vet. 

My favorite procedure to do is a dental cleaning. I find it so satisfying to clean dirty teeth and make them sparkle. Oral health is as important for animals as it is for humans, and I’d like to obtain my VTS in dentistry one day. I’m a dog lover, so I honestly love all the dogs I meet. My favorite breeds to have as patients are pit bulls, Dobermans, and the giant breeds (especially St. Bernards).

natalia salgado montoya
“Outside of work, I love exploring the great outdoors with my dog.”

Q: What inspired you to create your sticker design?

A: I wanted to bring recognition to the many important roles that vet techs fulfill. Some clients think veterinary technicians only give vaccines and trim nails, and are shocked to learn how essential we are in the veterinary hospital. This sticker helps techs show off all the amazing things we do. I intentionally incorporated a variety of species into the design because vet techs work with all kinds of animals.

Q: Why do you think Vet Tech Week is so important for everyone to celebrate?

A: Vet Tech Week spotlights and celebrates the role of veterinary technicians and the essential contributions we make to the field. Our work is often undervalued, but we do a lot for our patients. Vet techs play a critical role in the clinic, but also in other settings like diagnostic laboratories, research facilities, educational settings, and pharmaceutical companies. Our work deserves to be seen and celebrated.

natalia salgado montoya
“This is a picture of me with my favorite sheep from the vet tech program!”

Q: What’s one thing every person (vet med or non-vet med) could do right now to make a Veterinary Technician’s day?

A: The pandemic has been difficult for the veterinary field. One thing that could entirely make a vet tech’s day is simply showing us patience and kindness. We need to be kinder to each other and ourselves while at work so that together, we can handle whatever comes through the door. Clients need to be reminded that we’re here to care for their animals, and we’re doing our best.

Thank you to Natalia for sharing her creativity with all of us and giving us a new, fun way to celebrate Vet Tech Week in 2021!