TEAM WORKBOOK - cdn.ymaws.com · members of the veterinary team who are trained to complete the services (e.g., sedation for credentialed veterinary technicians; cleaning kennels

A trusting, well-trained team is able to manage the day-to-day events of veterinary

practice—whatever they may be—in a way that leads to positive outcomes.

Team + Trust + Training = Team Satisfaction, Quality Patient Care,

and Profitability

Brought to you by: The National Association of Veterinary Technicians in America (NAVTA)

TEAM WORKBOOK

Strengthen your organization with these team building worksheets!

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If you have questions or would like to become a NAVTA member, email us at [email protected].

Team + Trust + Training = Team Satisfaction, Quality Patient Care, and Profitability

This workbook is meant to be used in conjunction with the NAVTA Team Article and Animation.

The exercises presented here as worksheets were introduced in the article Team +Trust +Training = Team

Satisfaction, Quality Patient Care, and Profitability. After reading the original article, use this document to

plan team meetings and introduce the 5 team exercises. These team activities will help build and maintain a

culture of trust and respect in your clinic.

You can also show the animation available at the NAVTA website to your team. This short piece introduces the

key points of the article. Use it to open a dialogue about trust and respect at your clinic. Copy the worksheets

in this document and use them to get your staff involved in building a positive team culture.

A trusting, well-trained team is able to manage the day-to-day events of veterinary practice—whatever they

may be—in a way that leads to positive outcomes for the veterinary practice, the individual members of that

team, and the clients and patients in their care. Achieving a highly functional, highly coordinated veterinary

healthcare team provides the formula for achieving team satisfaction, quality patient care, and profitability.

INTRODUCTION – REVIEW OF THE WHITEPAPER

REMEMBER! Lead by example. The strongest teams are built by leaders who walk the walk. These team exercises are for everyone to work on together. Make sure every team member has a voice and the chance to contribute.

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MEETING PLANNING SHEET

TEAM ACRONYM

Making Your Own Acronym

How do you see your TEAM? More importantly, how do they see themselves?This exercise is all about defining the kind of TEAM that your group strives to be. An acronym is a word

formed from one letter from a group of words.

An example for the word TEAM is:

CommunicaTe ApprEciate Be Accountable Motivateor

Together Everyone Achieves More

What we know from research is that high-functioning healthcare teams require shared goals, shared

knowledge, and mutual respect, along with frequent, timely, accurate, and problem-solving communication.1

1. Gittell, JH. High performance healthcare: using the power of relationships to achieve quality, efficiency and resilience. New York: McGraw-Hill, 2009.

HOW TO LEAD EXERCISE 1

� Talk to your team about your commitment to building and maintaining a quality team

� Share what the word TEAM means to you

� Discuss what the word TEAM means to them

� Copy the exercise 1 worksheet in this book (page 4) and ask each participant to answer the questions and be ready to participate in the team meeting

� Let the answers generate discussion – look for key words and concepts

� Using a flipchart, write out the key points – create a visual road map and chart the conversation

� Encourage participation and be inclusive – facilitate the meeting and avoid one or two people dominating the conversation

� Choose words that fit with your group and spell TEAM

� Display the acronym in your staff room or lobby

FUTURE IDEAS

� Remind your staff of their common vision at future meetings and events

� Get a local graphic artist to turn your acronym into a design for T-shirts

� Make team certificates for staff members that show great commitment to shared values in teamwork

EXERCISE 1


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WORKSHEET

TEAM ACRONYM

What does the word TEAM mean to us?CommunicaTe ApprEciate Be Accountable Motivate

Answer the following questions.

What do we want to accomplish?

What do we want to learn about each other?

How do we want to behave together or treat each other?

How do we want to communicate with each other?

1.

2.

3.

4.

EXERCISE 1


5

EXERCISE 2

TRUST SURVEY


� Talk to your team about your commitment to building and maintaining an environment of trust and respect – this might have been identified in the first TEAM exercise

� Copy the exercise 2 worksheet in this book (page 6) and ask each participant to answer the questions in preparation for the team meeting

� Discuss tangible ways that the team can demonstrate trust in each other

� Discuss ways that the team members can demonstrate integrity

� Discuss how the team can demonstrate care and concern for each other

� Write down some ideas on the exercise 2 summary (page 7) and post it in the staff room as a reminder of the team commitment

� Invite team members to mark positive interactions by coloring in a smile on the poster

� Brainstorm other ways the team would like to support each other in trust and respect

FUTURE IDEAS

� Repeat the trust survey in 6 months to see if there has been progress

� Make sure the leadership strives to model the ideals of the team:

y Demonstrate trust

y Directly address issues

y Tell the truth

y Be flexible and patient

y Respect team members’ time

y Encourage open dialog

y Follow through on commitments

2. Moore, IC. “Exploring and evaluating veterinary team effectiveness in companion animal practice.” Guelph, CA: University of Guelph, Thesis, 2013.

Trust defines healthy workplaces. It is part of a culture that relies upon respect, knowledge, and

communication. When nurtured, trust can transform your environment into a beautiful, healthy

place to work.

When trust in the practice decreases, speed and efficiency also decreases, while cost increases. This

is a tax. When trust rises, speed and efficiency increase, driving a decrease in cost. This is a dividend.

Research suggests that major detractors to trust in the veterinary practice are unresolved conflict,

people who safeguard power, or absentee leadership2.



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EXERCISE 2

TRUST SURVEY

The benefits of a trusting team are plentiful. Trust defines healthy work places.

Sometimes we need to move fast. Sometimes we have to deal with difficult situations.

We NEED to trust each other.

1.

2.

3.

4.

5.

How much do you trust your co-workers:

1 2 3 4 5 6 7 8 9 10

How well does the veterinary team demonstrate competency?

1 2 3 4 5 6 7 8 9 10

How often does the veterinary team act with integrity?

1 2 3 4 5 6 7 8 9 10

How well does the veterinary team demonstrate genuine care and concern for:

TEAM MEMBERS

1 2 3 4 5 6 7 8 9 10

CLIENTS

1 2 3 4 5 6 7 8 9 10

PATIENTS

1 2 3 4 5 6 7 8 9 10

How well does the veterinary team complete projects:

1 2 3 4 5 6 7 8 9 10

(1 =least / lowest, 10 = most / highest or something like that).

Rank each of the following questions (1= lowest, 10 = highest)

Team + Trust + Training = Team Satisfaction, Quality Patient Care, and ProfitabilityTeam + Trust + Training = Team Satisfaction, Quality Patient Care, and Profitability

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TRUST SURVEY

Start date:

Review date:

How will we demonstrate trust in each other?

If you feel like someone has demonstrated trust in a positive way, fill in a happy face!

How will we demonstrate integrity?

If you feel like a team member has demonstrated integrity, fill in a happy face!

How will we demonstrate care and concern?

If you feel like a team member has demonstrated care and concern, fill in a happy face!

3 MONTH GOAL

POST IT!


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EXERCISE 3


IDENTIFYING SERVICES


� Copy the worksheet (page 9) and ask team members to make a list of services before your meeting

� Lead a discussion at the meeting, making a comprehensive list of services

� When you have a list, assign each service as either a “Doctor Thing” or a “Team Thing”

� Use page 10 to compile your list and post it as a reminder in your staff area

FUTURE IDEAS

� Keep your list of “Doctor Things” and “Team Things” for exercise 5 (the Chip Game)

� Use this discussion to see if any team members have a great idea for a new service – especially something the team could take the lead on

� Use this discussion to explore if certain team members are more passionate about particular aspects of their role or individual services – this might be an area where this team member could take on more responsibility and increase job satisfaction at the same time

In this exercise, encourage team members to create a

comprehensive list of ALL the services the veterinary

hospital provides. When compiled, as a team, identify

the “Doctor Things”; items that involve diagnosing,

prognosing, treatment, and surgery. The other items

on the list can be deemed “Team Things,” where

members of the veterinary team who are trained to

complete the services (e.g., sedation for credentialed veterinary technicians; cleaning kennels for any staff

member) are identified. Leadership is often surprised by the comprehensive list that is created, and equally

surprised by all the duties that could be delegated to the trained veterinary team.


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EXERCISE 3


Make a list of ALL of the services that we offer at our hospital.

The following are a few examples – circle the ones that apply and then add more that are specific to our hospital’s unique offerings:

Boarding Health Certificates Healthy Pet Exams

Dental surgery Vaccinations Nutrition Consultations

Laboratory Testings Ultrasounds Orthopedic surgery

Grief Counseling Heartworm Prevention Parasite Control


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POST IT!

TEAM LIST


Here are all the services that we have identified in our organization.

Some are DOCTOR Things and some are TEAM Things.

We are proud of the services we offer and how we all contribute!

DOCTOR

DOCTOR

DOCTOR

DOCTOR

DOCTOR

DOCTOR

DOCTOR

DOCTOR

DOCTOR

DOCTOR

DOCTOR

DOCTOR

DOCTOR

TEAM

TEAM

TEAM

TEAM

TEAM

TEAM

TEAM

TEAM

TEAM

TEAM

TEAM

TEAM

TEAM


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EXERCISE 4

SHARED VALUES, VISION and MISSIONTEAM SATISFACTION

“A mission or purpose illustrates an organization’s values, or guiding principles. Established values that define what a medical entity stands for provide a clear roadmap for employees as they attempt to define their fit within the organization. Management research indicates the companies that outperform their competitors in the long run do so because they are strongly oriented toward a set of guiding values.”

—Ruby & DeBowes, The Veterinary Health Care Team,

Going from Good to Great

Do you have values, vision and mission statements?

If not, this exercise will help you include your team as you create a mission that works for your organization. If you do

have a mission statement, now might be a great time to review and revise and remind your team that you are all in

this together, working for something that you all believe in.


� Talk to your team about the purpose of workplace values and a mission statement

y to focus and direct the organization

y to remind us why we exist and what makes our organization a success

y to align ourselves in our work

y to provide a template for decision making

y to facilitate evaluation and improvement

� Copy the team worksheet (page 12) and ask team members to be prepared with answers to discuss at your next meeting

� Lead an open discussion about the answers and take notes on a flip chart to highlight the common ideas

� In between team meetings review the worksheets and reflect on your discussion

� As the leader write down your team’s values, vision and mission statements on page 13

� Discuss what you came up with at your next meeting and post the results

FUTURE IDEAS

� Remember to revisit your team’s values, vision and mission statement regularly

� These guiding ideals are there to be used!

� In times of conflict or indecision, go back and discuss the direction that your values and mission statement point



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EXERCISE 4

TEAM SATISFACTIONSHARED VALUES, VISION and MISSION

VALUES

1.

2.

3.

With regard to serving pets, I believe:

With regard to serving pet parents, I believe:

With regard to my work day, I believe:

VISION STATEMENT

1.

2.

With regard to serving pets, how do you see yourself serving pets in the future?

With regard to serving pet parents, how do you see yourself offering extraordinary care in one year? Three years? Five years?

MISSION STATEMENT

How do you offer the best care possible to the pets you serve?

What is the best part of your day?

What brings you the greatest joy while at work?

How do you offer the best care possible to pet parents bringing in their beloved pets?

1.

2.

3.

4.


13

POST IT!

SHARED VALUES, VISION and MISSIONTEAM SATISFACTION

OUR SHARED VALUES

OUR VISION STATEMENT

OUR MISSION STATEMENT


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EXERCISE 5

PROFITABILITY


� Review the list of “Doctor Things” and “Team Things” that you created in exercise 3

� Make sure this list is posted so that everyone is clear on the roles at your hospital

� Present the Chip Game at one of your staff meetings as a fun challenge that you will run for 3 weeks in a row

� The rules are simple –

y Every morning, each veterinarian receives 10 chips

y If a veterinarian steps in to complete a “Team Thing”, another team member can ask for a chip

y At the end of the week, the person with the most chips wins

� Record a winner each week and have a prize

� Make a note of the tasks that are most often costing the veterinarians chips – this will make it clear where you can create efficiencies in your hospital

FUTURE IDEAS

� If your team had fun with the Chip Game, try it again in 6 months and see if the outcome has changed – are the same tasks still reducing your efficiency?

� Hot glue some poker chips into the Chip Challenge Trophy – let the winner hold it for the week

THE CHIP GAMEMEETING PLANNING SHEET

Properly leveraging all team

members for their expertise and

experience is important in achieving

team satisfaction, patient care, and

profitability. Empowered, trusted,

knowledgeable team members are

capable of competently completing

tasks within their scope of practice.

The Chip Game is a fun way to remind the entire veterinary team to appreciate the many

tasks that are “Team Things”. Making room for team members to practice all of the tasks in

their job description increases their personal satisfaction, their proficiency and makes the entire

team more efficient.


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THE CHIP GAMEPROFITABILITY

POST IT!

What are the tasks most commonly associated with chips?

WEEK 2 WINNER:

How Many Chips?

Prize:

WEEK 3 WINNER:

How Many Chips?

Prize:

WEEK 1 WINNER:

How Many Chips?

Prize:

The rules are simple and all you need is a tray of poker chips.

1. After identifying all of the services the team provides, outlining the “Doctor Things” and “Team Things”. The goal is team members are leveraged to their highest potential for the skills they possess.

2. Each morning veterinarians are handed 10 chips they place in their coat pockets.

3. Each time a veterinarian inadvertently steps in to complete a “Team Thing” that could be completed by another team member at that specific time, the team member receives a poker chip. Establish team rules. As an example, if there is a patient sitting in feces, it is reasonable for all team members to move the patient to a clean area.

4. At the end of the week, the team member with the most chips wins (hopefully a veterinarian wins one week).


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SUMMARY AND NEXT STEPS

Cultivating a culture of trust and respect is the responsibility of good leadership. It is an ongoing process – just like

good customer service for your clients, you need to maintain trust and respect for your team. The everyday actions

of leadership and the standard that is expected and supported from the team can result in a highly successful

hospital.

Continuing to develop your veterinary practice into a highly coordinated, highly effective veterinary team with

shared goals, shared knowledge, mutual respect, and effective communication will advance your practice, your

team members, and, ultimately, the clients and patients in your care.

If you have questions or would like to become a NAVTA member, email us at [email protected]. We look forward

to hearing from you!

Here are some ideas about what you can do to keep shaping your business for the better:

1. After you have done the exercises in this workbook, seek out more team building resources.

2. Remember that as your team changes, you need to hire and educate new staff members on your culture. Remind your senior staff to be patient and supportive as new team members learn the

standard of behavior.

3. Find other creative team building activities. Hire an improv teacher to get the group communicating

or bring in a musician to help write an anthem for your team. Mix creativity and fun with your

culture of trust and integrity. Remember management is part of the team. Everyone is encouraged to

participate for personal and professional growth.

4. Encourage your team to find ways to acknowledge each other with positivity when the team practices

trust, integrity, care and concern. Celebrate SUCCESSES! You can color in happy faces on a poster or

have a compliment bucket you read out at staff meetings.

5. Make sure to return to your values, vision and mission when questions arise. These core statements

are created to provide clear direction for your team.

6. If the chip game was a valuable tool, try it again 6 months later. Compare your results.


Documents

TEAM WORKBOOK - cdn.ymaws.com · members of the veterinary team who are trained to complete the services (e.g., sedation for credentialed veterinary technicians; cleaning kennels