Carolyn and I met after a conference we both attended a few years ago. I learned that she teaches communication which is so important, and I love that she helps veterinarians communicate better! That seems to be a skill that would benefit every pet parent.  As you’ll see, what she teaches is really transferable to any business or even personal interaction. Plus, she offers three excellent tips you can utilize in your everyday life, starting right now.

DRS: How did you get started in your pet business?

CS: I took a communication course when my children were very small and decided that I wanted to know more and to share what I was learning.  I returned to school to earn a Ph.D. in interpersonal and organizational communication, and I began writing and offering training to parents and professionals in all fields (including hi-tech, manufacturing, public agencies and non-profits).

About 20 years ago I was serving as Associate Dean of Professional Development at the University of Denver’s Daniels School of Business.  I had the good fortune of hiring Constance Hardesty to help us with our marketing.  A few years later she became Editor of Trends Magazine published by the American Animal Hospital Association.  She decided to start a new feature focusing on communication – with clients and with teammates.  She remembered that I had been doing communication training (through and around my job at the university), and she asked me to write case studies for the magazine addressing interpersonal skills (which veterinarians often don’t have time for in their formal training).  I teamed up with my husband, John Meyer, who also has a Ph.D. in communication and is a bit of a thespian.

After writing cases for several years, Constance asked us to put the case studies into a training manual, including principles of effective communication, tips, cases and how to use cases for training in the veterinary practice.  It was published by AAHA as Communication Case Studies: Building Interpersonal Skills in the Veterinary Practice.

So, for the last 17 years, we have focused on how enhanced communication skills can enrich the veterinary profession. During this interim, I retired from my “day job” at the university and have been able to focus on the communication training and writing.  Along the way, we have learned a lot about animals, the veterinary business, and the pleasure and power of pet ownership.  Through membership in VetPartners (an organization for consultants in the veterinary field), we have also learned a lot from other consultants in the field.

We’ve been invited to write for several veterinary publications around many practice management topics, and we’ve presented workshops at numerous conferences.

DRS: Indeed. We met at a conference! Thank you for sharing your expertise.

How does your business help both animals and people?

CS: Our training helps the people who serve pet owners and their animals.  In addition to communication training dealing with client engagement and team interaction, we have helped practices with other Practice Management issues, including how to define their brand, moving to electronic medical records, appreciating the ins and outs of veterinary dentistry, and understanding relationship selling as contrasted with transactional selling.

DRS: Do you have a connection with animal rescue?

CS: As we have worked in this field, we have become increasingly aware of the wonderful work the animal rescue centers do and the pleasure that pet owners get from fostering or rescuing animals.  We have visited and supported the local humane society both directly and through the fundraising events of local veterinary hospitals.  One outstanding event is called “Paws and Pints,” sponsored by La Jolla Veterinary Hospital in cooperation with a local dining venue.  It has become a popular gathering for pet lovers.

DRS: Do you have a favorite animal story?

CS: Yes.  I have a vivid memory of the power of the pet. Early in my working life, I directed a summer camp.  We housed the rabbits from the local winter nursery school.  That summer one of the campers was quite young and from a troubled family.  He was very angry and had difficulty controlling his temper and communicating with care and control.  The other campers avoided him.

One day I found him seated in front of the rabbit cage talking to the rabbits.  He was quiet and caring.  It was clear that he felt great warmth for these animals and that they appreciated him. They didn’t talk back; they didn’t judge him; they didn’t avoid him. His regular visits to the rabbit cage were the highlight of his week.  So is the daily welcome greeting many pet owners enjoy!  It taught me, early on, how valuable loving a pet can be – for both owner and pet.

DRS: The power of the human-animal bond!

Can you offer 3 professional tips to my readers?

CS:

1. Take time to understand the power of empathy (and how it contrasts with sympathy).

2. Learn why listening is difficult and different ways one can increase the ability to listen – to hear both thoughts and feelings.

3. It’s worth practicing “reflective listening,” whereby, instead of responding to another’s news or concern with your own story, you “reflect” back what you have heard or perceived.  It’s amazing how this practice opens up the conversation.

DRS: These are wonderful. And they can be applied to all areas of our lives. What’s next up for your business? What can we be looking for?

CS: We have been asked to write for a new publication, the American Veterinarian. We are also being asked to propose workshops that go beyond the veterinary practice to include dog training, pet holistic medicine, animal welfare, animal behavior, and palliative care.  Watch for us.

DRS: Fabulous. Where can we learn more about you and your business?

CS:

www.veterinariancommunication.com

www.facebook.com/ICSVetCommunication

DRS: Is there anything else you would like for people to know about you or your business?

CS: The communication skills that we teach are transferable.  Although we focus much of our work on communicating with veterinary clients and building healthy and effective teams, we also address other professions and individuals who know that “soft skills” are the hardest – and essential to success.

As a primer and/or a review, we have assembled a booklet entitled “Positive People Experiences: 8 Ingredients for Business Success.”  It can be purchased from Amazon or at www.veterinariancommunication.com, A downloadable complimentary copy is available from our website.

DRS: Thank you for sharing that with my readers! What a gift. And thank you again for your contribution to What to Expect When Adopting a Dog.  I am most grateful. We will be looking out for your articles in American Veterinarian!