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Serving Clients – How Active Listening and Validation Create Big Wins for Practices

After over a year of distancing ourselves from others, we may be slightly rusty with our communication skills. So are clients. The dust that gathered on our social skills is causing great anxiety at the practice as clients shout, push, and curse to be heard. More clients have been fired in the last few months than typically get dismissed in 5 years. But there is a better solution. Often, team members miss key communication points and exacerbate negative situations. We can do better. This session will share tips on how to listen better and then validate client feelings to help move towards better relationships. Learners will work in small groups to develop better answers to common disputes and problems, then share the solutions with the group 

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Debbie Boone, CVPM


Debbie Boone, BS, CVPM, Fear FreeSM Certified, has worked for the veterinary profession for more than 30 years. After earning her bachelor’s degree in animal science from North Carolina State University, she began as a client care representative and quickly moved into hospital administration. Debbie has experience in the management of small animal, mixed animal, specialty, and emergency practices.
Debbie is considered an expert in team communication, creating positive practice culture, and developing monthly paid wellness plans for veterinary practices. Her business, 2 Manage Vets Consulting, helps practices develop extraordinary team communication and business skills, enhancing patient care, improving profitability, and increasing practice value. She strives to improve the lives of animals by using her expertise to improve workplace culture and the well-being of veterinary professionals.
Major national and international animal health organizations, including AVMA, OVMA, CanWest, WVC, NAVC, AAHA, Patterson Veterinary Supply, Zoetis and more, consistently seek Debbie out for her skills as a trainer and speaker. She has been published in numerous veterinary publications and currently serves as a member of the VetPartners Board of Directors as their Vice President, the Fear Free Advisory Board and Speakers Bureau. She was a past member of the AAHA LINC committee, which selects the AAHA Board of Directors. She is currently hosting a new vodcast called The Bend which invites guests to share their stories of triumph over adversity.