1. 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

2. 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

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
Office Management TM

4. 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

5. The Grieving Process Denial Bargaining Anger Guilt Acceptance
Office Management TM