Photo: Jadon Bester/peopleimages.com/Adobe Stock

These past several years have seen a significant increase of client discontent and incivility,

 according to Debbie Boone, BS, CVPM, president of 2 Manage Vets Consulting, LLC—a veterinary practice management consulting company—with employees feeling overwhelmed by the demands of managing upset clients. But what if employees are the ones “creating ‘terrible’ clients”? 

In a lecture at the American Veterinary Medical Association Convention in Austin, Texas, Boone talked about the causes of difficult client behavior. Boone postulated that difficult clients are in fact, often a reflection of the behavior they encounter during interactions with employees.

Boone began her lecture defining the term ‘emotional contagion,’ which she used as the framework for her session. She described emotional contagion as the “phenomenon of having one person’s emotions and related behaviors directly trigger similar emotions and behaviors in other people.”

 According to Boone, early research on emotional contagion discovered that the foundation of this social contagion is interpersonal contact and mimicry, such as nonverbal cues like tone of voice, gestures, and facial expressions.

This finding means that negative behavior from staff will lead to negative behavior in clients because of the brain’s predisposition to mirror and mimic others.

 “Mimicry comes natural to humans because of the mirror neurons in our brain,” explained Boone.

In her session, Boone explained the crucial role practice leaders play in workplace behavior. “Practice leaders with high emotional intelligence create positive work environments,” she emphasized. “You're the role model. You set the tone for the behavior of the entire team. And those same models who are toxic, they also are spreading the toxicity through the rest of the team.”

The Cost of Bad Behavior: How Incivility Is Damaging Your Business and What to Do About It

, by professors Christine Porath and Christine Pearson, which explores toxic and uncivil behavior in employees. “I highly… recommend it for all practice owners and leaders, because if you think that tolerating bad behavior is better than releasing or addressing the problem employees, you're going to be shocked at the actual dollar cost to your business of ignoring that,” said Boone.

Some examples of workplace incivility highlighted in the book include

Taking credit for other people’s efforts

Not saying ‘please’ or ‘thank you’

However, Boone explained that much of negative workplace behavior is a result of poor training and low emotional intelligence from practice leaders. “A full 60% of incivility occurs from the top down—it’s part of a power play. And the problem with these behaviors is they tend to kind of cascade down the line to the people of less and less stature, until finally, it's at the front line where your customer service team is now presenting that behavior to your client, and you wonder why the client is behaving badly,” said Boone.

“We are often, because of poor training; low emotional intelligence; and lack of awareness in our own mental fatigue, creating terrible clients, and then we have to deal with the consequences of them,” she continued.

Moreover, being in a bad mood can impact a medical professional’s ability to provide good medical care, according to the lecture. A 1993 assessment of a radiologist found that being in a positive mood enhanced the radiologist’s accuracy.

 “Positive mood has a far-reaching effect on work, performance, supervision, decision making, and even on team members voluntarily acting for the good of your organization,” said Boone.

As explained by Boone, drivers of uncivil and negative behavior include stress, negative emotions, a lack of community, reliance on technology, and lack of self-awareness or ignorance. “Incivility usually arises from ignorance and not malice.” Boone said, quoting Porath. “People lack self-awareness,” Boone said. According to research, 95% of people believe they are self-aware, but only 10% to 15% actually are.

In her lecture, Boone gave advice for training employees to decrease workplace incivility, thus reducing client incivility. She suggested tools that help increase self-awareness, such as having cameras or mirrors near the workstation, and recording videos or calls so faculty can observe their conduct and make adjustments.

Boone also recommended teaching visualization skills, like how to focus on positive client interactions and knowing when to zoom out during conversations with conflict. “What I want to do is… pull my focus back [and]… work to diagnose the situation by asking myself the following questions: What is this person feeling? How did I miscommunicate to set this conflict in motion? Why do they feel like they need to defend themselves? Where did their fear or feeling of disrespect originate. What can I say to deescalate this conversation?” Boone explained.

Boone D. Terrible clients—toxic team. A cause and effect or a mirror? Presented at: American Veterinary Medical Association Convention; Austin, TX; June 21-25, 2024.

Articles

A lecture at the 2024 AVMA Convention explored the connection between workplace incivility and “terrible” clients

Difficult clients: causes and solutions

Kaitlyn Krebs, DVM, MBA, DABVP (Canine/Feline) discusses bee care in general practice and how to get started, in a dvm360 interview at the 2024 AVMA Convention.

Caring for honey bees in general practice

Kaitlyn Krebs, DVM, MBA, DABVP (Canine/Feline) discusses honeybee care in general practice and how veterinarians can get started with providing this service, in an interview with 

at the 2024 American Veterinary Medical Association (AVMA) Convention in Austin, Texas. She also will be presenting lectures at the convention with topics on Sunday, June 23, 2024, that include "Introduction to Bee Biology," "Bee Health and Common Diseases," and "A Veterinarian's Role in Bee Health and How to Get Started." 

Krebs is an associate professor in clinical primary care at the University of Pennsylvania's Ryan Veterinary Hospital in Philadelphia. Additionally, she created a teaching apiary at the university's New Bolton Center animal hospital in Kennett Square, Pennsylvania. 

The following is a transcript of the video:

Kaitlyn Krebs, DVM, MBA, DABVP (Canine/Feline): 

General practitioners can absolutely care for bees, and they have to be the ones that are caring for them. And it's really interesting because people think of bees as production animals, but in my experience, most of the veterinarians that are taking care of the bees are actually small animal practitioners. And that's not to say that large animal practitioners don't [care for bees] as well. But, as veterinarians, we have a responsibility to the bees. And I think that encompasses both large and small animal veterinarians.

There's not a whole lot of research out there. And we don't really learn about bee medicine in veterinary school. So, things like continuing education, lectures at some of these big conferences, there's webinars and resources available online. The AVMA has a great handbook for veterinarians who are looking to get into honey bees and there's the Honey Bee Veterinary Consortium as well that provides a ton of resources for veterinary practitioners. But there's a ton of other resources out there as well. And even though we don't learn about them in vet school, it is important to have some knowledge about them before working with them.

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Kaitlyn Krebs, DVM, MBA, DABVP (Canine/Feline) discusses bee care in general practice and how to get started, in an interview at the 2024 AVMA Convention

Caring for honeybees in general practice

Photo courtesy of the American Veterinary Medical Association.

The 2024 American Veterinary Medical Association (2024) Convention in Austin, Texas, began on June 21 with the presentation of one of its most prestigious awards. Ruby L. Perry, DVM, PhD, MS, DACVR, dean of the College of Veterinary Medicine at Tuskegee University in Alabama, received the AVMA Frederick Douglass Patterson Lifetime Achievement Award during the association’s House of Delegates’ regular annual session.

Perry’s selection for the recognition was first announced by the AVMA on June 18, 2024. According to a news release, the award was given in honor of Perry’s leadership in advancing diversity, equity and inclusion (DEI) in the veterinary profession.

In a letter written to Perry, Janet Donlin, DVM, executive vice president and CEO of the AVMA, noted that the honoree’s dedication and service longevity in advancing DEI was “nothing short of remarkable” and that she has set an excellence benchmark. “Much like Dr Frederick Douglass Patterson, you have been a beacon of hope and guidance through your mentorship of underrepresented groups and have also exemplified leadership across various veterinary committees and organizations. Your steadfast commitment has allowed you to bring about meaningful change in the veterinary industry,” Donlin continued.

Perry received her bachelor’s degree in animal and poultry science at Tuskegee University and earned her Doctor of Veterinary Medicine degree at the university’s College of Veterinary Medicine. She was the first Black female board-certified veterinary radiologist in the American College of Veterinary Radiology and the first to hold the president’s position at the American Association of Veterinary Medical Colleges (AAVMC).

A past president of the AAVMC, Perry has served in multiple roles with the organization. She was previously a 2-term secretary position on the AAVMC’s Board of Directors, a member of the AAVMC Minority Serving Institutions Working Group, and co-chair of the AVMA-AAVMC Diversity, Equity, and Inclusion Commission. Additionally, with Christine Jenkins, DVM, DACVIM (SAIM), Perry co-chaired the Commission for a Diverse, Equitable and Inclusive Veterinary Profession, formed by the AVMA and AAVMC in late 2020 to lay the groundwork for improving DEI throughout the veterinary profession.

Perry is the second individual to receive the AVMA Frederick Douglass Patterson Lifetime Achievement Award.

 The award’s inaugural recipient—Willie Reed, DVM, PhD, DACVP, DACPV, past dean of the College of Veterinary Medicine at Purdue University in West Lafayette, Indiana—was honored in 2023 at the AVMA Convention in Denver, Colorado.

In a recent statement, Perry thanked the AMVA and paid tribute to both Reed and Patterson. “Upon learning of my selection as the 2024 recipient of the AVMA Frederick Douglass Patterson Lifetime Achievement Award, l was humbled and extremely honored to be the second recipient of this award following my colleague and fellow Tuskegee veterinary alum, Dr Willie Reed. Dr Patterson was a profound man in the history of Tuskegee University and specifically in the establishment of the veterinary medical program as well as a visionary leader,” Perry said.

Patterson received his DVM degree in 1923 from Iowa State University in Ames, and a PhD in 1931 from Cornell University in Ithaca, New York. He became president of the Tuskegee Institute and oversaw its development into Tuskegee University. In 1944, while president, Patterson founded both the Tuskegee University College of Veterinary Medicine and the United Negro College Fund.

“I consider it a privilege to serve in the leadership role as dean of the Tuskegee University College of Veterinary Medicine, now in existence 79 years since its opening in 1945. I do not take this honor or responsibility lightly because Dr Patterson was a leader to be admired by us all and has left a legacy example for all future leaders,” Perry said, in the release.

Perry was also honored at the 2023 AVMA Convention. During the President’s Reception in Denver, 

 for commitment to advancing DEI throughout the veterinary profession.

On Sunday, June 23, 2024, AVMA Convention attendees will have the opportunity to hear more from Perry when she is interviewed in Austin by Latonia Craig, EdD, chief diversity, equity and inclusion officer for the association. Open to all attendees, the interview will be held at 10:30 am CDT, Stage in the exhibit hall, at Center Stage.

AVMA FDP Lifetime Achievement award, President’s Awards recipients to be honored. American Veterinary Medical Association. News release. June 21, 2024. Accessed June 21, 2024. 

https://www.avma.org/news/avma-fdp-lifetime-achievement-award-presidents-awards-recipients-be-honored?utm_source=delivra&utm_medium=email&utm_campaign=Convention%20Daily%20News%2006.21.24&utm_id=7189650&dlv-emuid=29d646eb-4fb2-4f12-a96a-e9eacc765f16&dlv-mlid=7189650

Dr. Ruby Perry named as recipient of AVMA’s Frederick Douglass Patterson Award. American Veterinary Medical Association. News release. June 18, 2024. Accessed June 21, 2024. 

https://www.avma.org/news/press-releases/dr-ruby-perry-named-recipient-avmas-frederick-douglass-patterson-award

Veterinary dean receives inaugural award for lifetime contributions to diversity, equity and inclusion. News release. American Veterinary Medical Association. July 14, 2023. Accessed June 21, 2024. 

https://www.avma.org/news/press-releases/purdues-dr-willie-reed-named-avmas-first-frederick-douglass-patterson-award

AVMA honors Zoetis executive Dr Christine Perkins and Tuskegee veterinary dean Dr Ruby Perry for DEI leadership. July 14, 2023. Accessed June 21, 2024. 

https://www.avma.org/news/press-releases/avma-honors-zoetis-executive-dr-christine-jenkins-and-tuskegee-veterinary-dean

Ruby L. Perry, DVM, PhD, MS, DACVR, was presented with the recognition, named for Frederick Douglass Patterson, during the 2024 AVMA Convention 

Leader in advancing DEI in veterinary medicine receives lifetime achievement award

Kirsten Davis/peopleimages.com/stock.adobe.com

The Human Animal Bond Research Institute announced that it will be funding a new project led by researchers at Colorado State University. The project, led by Jennifer Currin-McCulloch, PhD, and Lori Kogan, PhD, will investigate the challenges survivors of cancer face in caring for pets throughout treatment and recovery. According to the release, the researcher’s goal of the study is to inform the development of clinical assessment as well as interventions to better address pet-related needs.

“Cancer is one of the most common illnesses in the United States, and while the impact of human social support on cancer survivors is well documented, the influence of pets on survivors’ wellbeing is not,” explained Currin-McCulloch.

 “In conducting this research, we hope to help cancer survivors enjoy the benefits of their relationship with their pet by minimizing the stress involved with meeting their pets’ needs during their survivorship trajectory.”

Although previous research has shown the benefits emotional connection support pets have on their owners who are going through treatment or remission of cancer,

 there is a knowledge gap when it comes to benefits or practical day-to-day strains these clients may face emotionally and physically. The objectives the researcher laid out are to explore the benefits, stressors, and social support structure that survivors of cancer face when it comes to caring for their pets.

Through an online mixed methods survey, the researchers are hoping to identify if and how pets serve as emotional support as well as potential stressors for patients. The survey will also explore how a support system can promote the ability to provide for the pet's emotional and physical well-being. The researchers expect that through the survey, they will be able to identify gaps in pet care resources needed and resources to help communicate their relationship with their pet to their pet's veterinary and medical care teams.

“Identifying where gaps exist in current support services is an essential first step to meet the needs of cancer survivors and their pets,” said Steven Feldman, president of HABRI. “HABRI is proud to fund this research, which we hope will provide support for pet owners who are survivors of cancer or undergoing cancer treatment.”

Findings from the study will be published as a website for survivors that will include tools to help build support for pet ownership and guides to communicate their needs with medical and veterinary providers.

New research to help meet the needs of cancer. The Human Animal Bond Research Institute. News release. June 17, 2024. Accessed June 17, 2024. 

Lopes-Conceição L, Peleteiro B, Araújo N, et al. Pet ownership during the first 5 years after breast cancer diagnosis in the NEON-BC cohort. Eur J Public Health. 2023;33(3):455-462. doi:10.1093/eurpub/ckad065

The grant will fund a project investigating the challenges

HABRI awards research grant to Colorado State University

Awarded annually, the Tuition for Vet Techs Scholarship program for veterinary technician students and recent graduates, funded by the National Association of Veterinary Technicians in America (NAVTA) and Boehringer Ingelheim Animal Health USA (BI), has been renewed and is currently accepting applications.

The program was established in 2022 to address the growing demand for credentialed veterinary technicians in the veterinary profession. Up to 20 recipients will be selected in the fall of 2024 and awarded $2500 for each scholarship.The scholarship funds can be allocated towards tuition fees, class/lab supplies, textbooks, and student loans. Upon selection, recipients will receive the funds via direct email.

Veterinary technicians play an integral role in the clinic, whether it be through tasks like monitoring anesthesia patients, taking X-rays, or conducting other examination and diagnostic procedures. However, their role extends beyond the clinic, such as research settings.

 “The more credentialed veterinary technicians and other non-DVM staff you have supporting each veterinarian, the more likely it is that your hospital will operate efficiently,” wrote the American Veterinary Medical Association (AVMA) in an organizational release.

 Moreover, research has consistently demonstrated a strong correlation between greater involvement of certified veterinary technicians and a rise in veterinary clinic revenue.

Acknowledging veterinary technicians’ crucial role, BI announced its commitment to funding the Tuition for Vet Techs Scholarship program through 2026. “Our commitment to improving the health and wellbeing of animals is founded on a commitment to serve the veterinary community and their evolving needs,” Randolph Legg, president and head of commercial business at Boehringer Ingelheim said in a news release.

“Veterinary technicians are on the front lines of protecting and advancing animal health and we’re proud to support their education through these scholarships.”

“Based on NAVTA’s 2022 Demographic Survey results, more than 1 in 3 credentialed veterinary technicians have student debt averaging close to $30,000,” said Jamie Rauscher, LVT, NAVTA president.

 “Once again, this year, NAVTA and Boehringer Ingelheim have extended the scholarships they are offering to include recent graduates of [AVMA]-accredited Veterinary Technology/Nursing programs. We hope that the Tuition for Vet Techs Scholarship will help our colleagues (and future colleagues) pursue and continue growing in the veterinary field with less of a financial burden, thus allowing them to thrive and grow into emerging leaders of our profession. The Tuition for Vet Techs Scholarship will help an entire generation of students pursue their career in veterinary nursing with less financial burden,” Rauscher stated.

The deadline for application submission is July 22, 2024. Recipients of the Tuition for Vet Techs Scholarship will be evaluated and chosen by the NAVTA/BI Scholarship Task Force. The Task Force will consider eligibility criteria, application professionalism, and the completeness, spelling, and grammar of the submitted essays. NAVTA will inform successful applicants of their selection by October 2, 2024. The winners will be publicly announced and awarded during National Veterinary Technician Week, taking place October 13, 2024 to October 19, 2024.

 Eligibility criteria and instructions for applying can be found on NAVTA’s 

NAVTA-Boehringer Ingelheim scholarship program for veterinary technician students and recent graduates. News release. Boehringer Ingelheim. May 24, 2024. Accessed June 4, 2024. 

https://bi-animalhealth.com/articles/veterinary-technicians-scholarship-tuition-navta-boehringer-ingelheim

How empowering veterinary technicians supports practice success. American Veterinary Medical Association. Accessed June 4, 2024. 

https://www.avma.org/resources-tools/practice-management/how-empowering-veterinary-technicians-supports-practice-success

The Tuition for Vet Techs Scholarship program will award $2500 to up to 20 recipients.

Scholarship program for technician students and recent graduates now accepting applications 

 readers! We hope those throughout the country amid this heat wave are staying cool as well as helping clients understand the risks of heatstroke and burnt paws to help keep pets happy, healthy, and cool. To take a deeper look at heatstroke and how it can affect patients, check out this dvm360 

Here is what was popular this week on dvm360.com:

Veterinary technicians in Minnesota reached a 

 by now being included in the state’s Veterinary Practice Act per a recently passed bill. This statute establishes a legal definition for veterinary technicians.

Two beluga whales, Plombir and Miranda, were rescued earlier this week from NEMO Dolphinarium in Kharkiv, Ukraine by marine mammal specialists during a 

, evacuating them to the oceanarium Oceanogràfic in Valencia, Spain

 of The Vet Blast Podcast, Alex Sigmund, DVM, DACVO, sat down with our host Adam Christman, DVM, MBA, to discuss glaucoma tips and tricks to help general practitioners diagnose and manage the disease.

 is now available on dvm360.com! In recognition of Pet Preparedness Month, Karen Roach, RVT, VTS (ECC), discusses how advance emergency planning can help protect animals, veterinary teams, and the practice's property during a disaster.

David Hall, cofounder of GeniusVet, a dvm360 Strategic Alliance Partner, 

 how veterinary practices can make their websites a great resource to be utilized by the community and potentially bring in new clients and staff members.

Within his recent article in our June print publication, Christman shares how 

 not only recognizes diversity, but serves as a commitment to equality and acceptance within the veterinary industry.