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Types of Hospital Records. Animal ID records Neckbands Cage Cards Medical Records Other Hospital Records Surgical Consent Form Euthanasia Consent Form Boarding Form. Phone Skills. Answer the phone promptly Be cheerful and pleasant Ask, “How can I help you?” Don’t rush clients
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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
