The AVMA has a customized training handbook for you. Not just for veterinarians, Your Professional Image: Personal Empowerment, Professional Success is designed to give students, veterinary technicians, hospital employees and others in veterinary medicine the communication skills necessary to achieve a more positive, professional approach to their work.

Your Professional Image takes you on a thought-provoking journey to expand your self-awareness through exercises, examples and checklists. You will learn how to identify and replace negative workplace behaviors with positive skills that enable you to interact more effectively with others, increase your self-confidence, and empower you for greater personal and professional success.

Your Professional Image is the perfect complement to the existing titles in the AVMA series of customized soft-cover training materials. Make the complete set a part of your resource library.

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What does it take to create a positive, productive hospital environment? Ask successful practitioners and you will hear the word Teamwork.

Building a great practice team takes hard work. Maintaining a satisfying team environment is even tougher. But once accomplished, the rewards of teamwork are great.

Learn how teamwork leads to

• Greater staff loyalty and commitment
• Consistently superior client service
• Enthusiastic, motivated employees

Learn fifty practical ideas to strengthen the spirit of cooperation and teamwork in your practice. Along with the teamwork handbook, you will receive a booklet of tips for improving your professional attitude and listening skills.

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Today's clients are value-conscious and they expect great service for themselves, as well as their animals.

To meet their needs for outstanding service while keeping up with the demands of a busy practice, veterinarians and their employees must make the most of every client interaction.

This handbook improves the staff's ability to respond positively to the needs of clients without compromising the care of their animals. Through examples and exercises, attendees will learn how to

• Professionally manage difficult people
• Resolve conflicts with clients and co-workers
• Control stress and avoid burnout
• Collect client feedback to improve the practice

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How important is the telephone to the success of a practice?
How many days could a veterinary hospital remain open without one?

Silly questions? Not in today's competitive marketplace. Critical as a telephone is to staying in business, few people fully understand the impact their telephone skills have on client relations and practice growth.

This handbook will instill a deeper respect for the power of the phone. Learn communication skills for handling specific types of callers and situations, and the telephone's value as a practice-building tool. Specific skills include:

• Learning to become an active listener
• Professionally responding to objections
• Converting price shoppers into new clients
• Recognizing phrases that drive callers crazy

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Every practitioner needs to stay alert for new ideas on how to retain good clients and encourage referrals.

This handbook will show you how to move beyond the basics of client service and develop a powerful system of year-round client retention and recognition programs to make first-time clients repeat clients and increase referrals.

Learn how to use relationship marketing to cultivate loyal, lifetime clients. See how to involve the hospital staff in designing and implementing a strong client retention program...and have fun doing it!

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