Types of Hospital Records Animal ID records Neckbands Cage Cards Medical Records Other Hospital Records Surgical Consent Form Euthanasia Consent Form Boarding Form Office Management TM

Phone Skills Answer the phone promptly Be cheerful and pleasant Ask, “How can I help you?” Don’t rush clients Get all important information Client name Pet name Phone number Reason for visit Determine how long the appointment will need to be Office Management TM

Effective Communication Verbal Communication – using words to express feelings and ideas to others Non-verbal Communication – the unspoken elements of communication Facial expression Posture Spatial cues Office Management TM

Effective Listening Concentrate on the message Don’t interrupt Observe body language for non-verbal cues Be objective Don’t judge the speaker Listen and think before you speak Maintain eye contact Office Management TM

The Grieving Process Denial Bargaining Anger Guilt Acceptance Office Management TM