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Challenges for You, Veterinary LeaderRobert J Murtaugh, DVM, MSDACVIM, DACVECCChief Medical Officer and Chief Operating OfficerPathway Partners (pathwayvets.com)

Bob@pathwayvets.com

Garret Pachtinger, VMD, DACVECC

COO, VETgirl

Introduction

Justine  A.   Lee,   DVM,

DACVECC,   DABT

CEO,  VETgirl

Introduction

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Bob  MurtaughDVM,  DACVIM,  

DACVECC  

Medical   DirectorPathway  Partners

Introduction Challenges

� Self

� Staff

� Clients

� Time

� Business

Clinical EQ Skills

� Self Awareness—looking inward

� Social Awareness—looking outward

� Self Management—Using you effectively

� Relationship Management—Using others effectively

EQ versus IQ

� Emotional Intelligence� Veterinarians 58th percentile� Average Service Professional scores at 74th

� Murt….71….

Veterinarians are analytical—good thinkers not really good at:

doing feelings, handling conflict, reading emotions of others….empathy

EQ versus IQ

� Veterinarians are geared and trained to solve problems

� Veterinarians are wired toward order, tasks, accomplishment, perfection

Specialists magnify the characteristics of the veterinary profession in general

EQ versus IQ

� Low Self Awareness� Inability to describe emotions being experienced� Certain emotions not in the “vocabulary”� Avoidance of emotions

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EQ versus IQ

Developing Self-AwarenessKnow, review and refine your core valuesKnow and understand your emotions

Why do I do the things I do…my reactions?Why am I in a bad mood?Who or what pushes my buttons…What do I feel, why?Get to know yourself under stress—feel,

reflectSolicit feedback

EQ versus IQ

� Social Awareness

Social awareness is looking outward to learn about and appreciate others. In particular, high social awareness is associated with the ability to recognize and understand the emotions of others. Tuning into others’ emotions as you interact with them helps you gain an accurate (global perspective) view of the “temperature in the room”. Social Awareness impacts everything from relationships to decision-making to cooperation to the bottom line.

EQ versus IQ

� Social Awareness

� Empathy

� Organizational Awareness

� Service Orientation

Empathy

� Single most important competency of an accomplished leader!

� Ability to successfully recognize, respond appropriately to and use effectively the emotions of self and others to influence behavior and accomplish goals---client consent, staff motivation, conflict resolution, DVM relations…..

EQ versus IQ

� Social Awareness

� Empathy

� Organizational Awareness

� Service Orientation

Organizational Awareness

� This competency involves an individual’s ability to be politically astute—understanding and working within the framework of the social and power relationships of an organization. Organizational awareness involves understanding the guiding values and unspoken rules that govern the Hospital environment and operate among the people on the team.

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EQ versus IQ

� Social Awareness

� Empathy

� Organizational Awareness

� Service Orientation

Service Orientation

� Individuals (leaders/veterinarians) with high service competency are available as well as in the moment (outwardly/globally oriented). These leaders foster the emotional climate that keeps relationships on the right track through actively observing, monitoring and surveying that their customers (clients, staff, managers, DVMs) are satisfied.

Developing Social Awareness

� Greet people by name

� Watch Body Language

� Timing is everything (walk in their shoes)

� Live in the Moment (clear away the clutter)

� People watch; catch the mood of the room

� Practice listening (listening to understand….)

� Test for Accuracy (employ workplace confidantes/coaches)

EQ versus IQ

� Self Management

Self-management is the ability to use self-awareness of your emotions to actively choose what you say or do.Taking a deep breath and staying in check are measures of self-control which is a sizable piece, yet there is more to the effective use of self-management than putting a cork in it. Self-Awareness leads to self-management which drives success in the achievement of goals….

Self-Management Competencies

� Self-Control� Manage your disturbing emotions and impulses and channel

them in useful ways� Stay calm and clear headed under stress

� Transparency� Live your values� State your goals� Integrity: authentic, open, walk the talk� Admit mistakes and faults

Self-Management Competencies

� Adaptability� Juggle multiple demands without losing focus or

energy. Being comfortable with the inevitable ambiguities (bumps in the day) of organizational life

� Flexible, Nimble and Limber in the face of challenges, change and the realities of the workplace, ie stay positive

� Achievement� High personal standards� Seek Improvement� Set worthy and attainable goals

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Self-Management Competencies

� Initiative� A sense of efficacy—ability to take control of own destiny� Seize or create opportunities—do not wait, act versus react� Cut through the barriers, bend the rules when necessary for

creating better future

� Optimism� Roll with the punches, see opportunity versus setback� View others positively, expect others and their intentions

and actions are the best� Glass is half-full, changes will be for the better

Developing Self-Management

� Breathe right, Sleep right, Smile, Laugh more

� Make your goals public

� Accept that change (disruption) is just around the corner

� Focus on your freedoms not your limitations

� Take control of your self-talk

� Invest energy in things you can control or influence� Let the rest happen; avoid reacting (sleep on it)

� Put a mental recharge in your schedule

� Learn a valuable lesson from every encounter

EQ versus IQ

� Relationship Management

Successful relationships take time, effort and know-how.The know-how is emotional intelligence. You use your self-awareness skills to notice your feelings and judge whether your needs are being satisfied. You use your self-management skills to express your feelings and act accordingly to benefit the connection. Finally, you use your social awareness skills to better understand the other person’s needs and feelings.

Relationship Management Competencies

� Inspiration

� Influence

� Developing Others

� Change Catalyst

� Conflict Management

� Teamwork and Collaboration

Change Catalyst

� Veterinarians/Leaders that are Change Catalysts:� Recognize the need for change� Challenge the Status Quo� Champion the New Order

� Strong Advocacy in a Compelling Manner� Find Practical Ways to Overcome Barriers

Managing Conflict

Veterinarians/Leaders that are adept at managing conflict:

� Surface the Conflict� Self-Awareness, Social Awareness, Self-Management

� Draw out the Parties� Understand the perspectives� Acknowledge the feelings and view of all sides

� Self-awareness, Social awareness, Empathy� Redirect the energy toward a shared deal

� Get through the emotions (feeling) to thinking (solution)

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Developing Relationship Management Competencies� Be Open; Avoid mixed signals and little signals that send

powerful (non-constructive) messages

� Take feedback well: “I hear what you are saying and I will consider what you are telling me”

� Build Trust: be transparent and consistent

� Acknowledge the other person’s feelings

� Make Feedback direct and constructive (behavior-based not personal)

� When you care, show it; be “mad” only with purpose

� Align your intention with your impact

EQ Top Ten

� People with High Emotional Intelligence:� They are not perfectionists� They are able to balance work and play� They embrace change� They don’t get easily distracted (emotional hijacking)� They are empathetic (relate; compassionate; help)� They know their strengths and weaknesses� They are self motivated� They do not dwell in the past� They focus on the positive� They set boundaries

Client “EQ” Challenges:Nine Client “I wants”

� Know me and know my pet

� Realize that my pet is an extension of me

� Reassure me with communication and team spirit

� Be efficient

� Demonstrate staff competency

Client “EQ” Challenges:Nine Client “I wants”

� Create a physical environment that puts my pet and I at ease

� Impress me by applying the best available yet affordable technology

� Offer treatment plan options that enable me to make good decisions for my pet, for me and for my wallet

� Provide sensitivity, privacy and flexibility around my payment options

No….. Hurts

� What do you feel when a client says no, perhaps “rudely”, to your recommended treatment plan for their pet?� Sense of Failure� Rejection� Personal affront� Anger� Disbelief

We are fixers, thinkers, doers—always successful—tough to deal with “no”.

What Does No, Mean?

� Need more info

� Too much info

� Too fast info; no time for processing

� Need visual demonstration

� Need more resources to study

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What Does No, Mean?

� Need more alternatives or options to consider

� Need to consult family members

� Need to see the value for the pet

� Need to further develop trust and relationship

� Client “I wants” met?

� Money

Client InteractionsFirst Impressions Matter

� People judge you on two criteria� Do I respect this person� Can I trust this person

Competence counts, but only after trust is gained. Attempted influence without trust is viewed as manipulation.

Cuddy, A: Presence (2015, Harvard Business Press)

Client InteractionExam Room—First

Impressions� Initiate the Session

� Greeting� Purpose

� Gathering Information� Exploration� Understand client perspective

� Providing Structure

� Building Relationship� Nonverbal attention� Rapport� Client Involvement

Client InteractionExam Room—First

Impressions� Explanation and Planning

� Correct type and amount of information� Aid accurate recall and understanding� Incorporate client perspective� Shared decision-making

� Closing the Session� Forward planning� Ensuring appropriate closure

� Summarize, check in with client—comfort or questions

The EQ Challenge of the Angry Client

� Surface the Conflict� Self-Awareness, Social Awareness, Self-Management

� Draw out the Parties� Understand the perspectives� Acknowledge the feelings and view of all sides

� Self-awareness, Social awareness, Empathy� Redirect the energy toward a shared deal

� Get through the emotions (feelings) to thinking (solution)

Diagnosis and Treatment for the Client

Challenges

� Self

� Staff

� Clients

� Time

� Business

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Organizational Challenges

� Time Management� Focus on the Doctor piece

� Medical Records

� Staff Management and Relationships� Invest energy to motivate and relate in order to grow and

leverage your staff for every other purpose aside from Doctor piece

� Business Expectations� Align with the Organization—Purpose and Values

� Assures potential for attaining common goals in transparent (high EQ) environment

Business Acumen

� Be congruent with the organizational goals and principles: 600K in revenue ($300/hour)� 2 dedicated techs� 1 shared staff (front desk, phones, pharmacy,…)

� Focus your time on the exam room, procedures and other veterinary activities:� Getting clients to say yes to the needed diagnostics and

treatments for their pet� Create, know and use the systems to streamline record-

keeping (templates), communications (templates), etc.� Leverage your staff for efficiency from the exam room to

the phones (clients) to the record-keeping to the patient care…

Meeting the EQ Challenges

� Goleman D:� Emotional Intelligence, Harvard Business School

Press. Boston, MA 1998� www.danielgoleman.info/topics/emotional-

intelligence

� Bradbury T, Greaves J, Lencioni PM: � Emotional Intelligence 2.0� The Emotional Intelligence Quick Book

#CPRwheel

Check out our 2016 upcoming VETgirl appearances!

Dr. Justine Lee§ IVS (Napa), Sept 2016§ International Sled Dog

Veterinary Medical Association, Sept 2016

Dr. Garret Pachtinger§ SWVS, Sept 2016§ IVS (Aruba), Dec 2016§ NAVC, Feb 2016§ WVC, March 201

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