Speaker / Trainer / Consultant Barbara Khozam, Inc.
In this fast-paced, busy world of veterinary medicine, employees are efficient at processing people. Employees check pets and their parents in and get them ready for their appointment with lightning speed. However, the part that’s missing – the part that is the most meaningful to the pet parent – is the compassion component. When pet parents feel cared for, they are more patient, flexible, reasonable, understanding when problems arise, and they are less likely to file a grievance. And the best news of all is that empathy and compassion doesn’t take a lot of time. What it does take is presence with every patient every time to create an extraordinary and memorable experience. Areas covered • Definition of Empathy, Sympathy and Compassion • Review typical objections to empathy • Discuss what a good day and bad day looks like for pet parents • Adopt tools to use empathy in your daily routine
