Animal ID records

1
Types of Hospital Records

• Animal ID records
• Neckbands
• Cage Cards
• Medical Records
• Other Hospital Records
• Surgical Consent Form
• Euthanasia Consent Form
• Boarding Form

2
Phone Skills

• Answer the phone promptly
• Be cheerful and pleasant
• Ask, How can I help you?
• Dont rush clients
• Get all important information
• Client name
• Pet name
• Phone number
• Reason for visit
• Determine how long the appointment will need to be

3
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

4
Effective Listening

• Concentrate on the message
• Dont interrupt
• Observe body language for non-verbal cues
• Be objective
• Dont judge the speaker
• Listen and think before you speak
• Maintain eye contact

5
The Grieving Process

• Denial
• Bargaining
• Anger
• Guilt
• Acceptance