"Our tech makes clients feel bad about their overweight dogs..."
Dear Dr. Ruby,
I have a problem with one of our techs.
I have overheard her talking to clients so they feel ashamed about having an overweight dog or being overdue for vaccinations. Can you give me some suggestions to deal with this kind of behavior in a positive way?
I know she has the best interest of our patients at heart, but this kind of attitude can hurt our business.
Thanks,
Protective
Dear "Protective,"
Good for you for both wanting to care for your clients AND help your coworker improve her style of clinical communications. As you noted, it's often not what's said but how it's said that is of concern. Teaching staff to address difficult issues in an appropriate way starts with helping them understand HOW to approach such issues to maximize results, for the pet, the client and your practice!
Rather than single out this tech, why don't you start a monthly "communication in-service?" Come up with a list of difficult to address client issues (ie overweight pets, inconsistent preventive care, lack of client follow through with treatment, etc.). Build the list with the help of your staff, so they feel invested and committed. Then ask one person each meeting to devise a best case scenario about how to discuss one of the issues with clients, and present it for discussion.
The presentation guidelines should be: be positive, be inspirational, and figure out how to educate and enlist the client in the pet's best outcome. Discuss whether or not the approach presented meets the guidelines, so that people start reflecting on the "how" behind their communication styles. Have them provide some role play exercises, so the team can practice this new approach to client care.
By having the staff themselves research and address these issues and develop positive solutions, you've accomplished several goals. You've got them thinking more deeply about how to address client adherence, you're sensitizing them to think about how they address clients and you're allowing them to educate themselves and each other about very pertinent topics.
Most team members want to be strong and positive communicators; they just have never had training in how to do so. This strategy is even better than a lecture or presentation, because it involves the staff working together to both teach and learn new techniques. Let me know how it goes!
Dr. Ruby
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