Alyce D'Amato - Lecture Topics

Alyce D'Amato

Lecture Topics

Top 10 Most Common Employee Problems

Different practices, in different cities with different policies and different people all have the same most common employee problems. This interactive presentation is a humorous look at the top 10 most common employee problems. It reviews identifying characteristics and suggests communication and interaction techniques. It also provides advice on the values, policies and management techniques that must be in place to effectively address common employee problems. This presentation is appropriate for owners and managers but is also beneficial for employees. (1 – 2 ½ hours)

Avoiding the Most Common Management Mistakes

Although each manager has a different style and different set of skills, there are common mistakes made by individuals in administrative positions that have a significant impact on the practice. This discussion examines the top 20 most common mistakes made by managers and identifies how each mistake influences the health of the practice. (1 hour)

Mastering the Most Common Client Challenges

Many veterinary professionals find client interactions to be the most draining, challenging aspect of their jobs, more challenging than even the busiest emergency shift or the most complicated critical patient. Whether it’s delivering bad news, listening to a complaint or discussing finances, most of us are ill-prepared for such conversations and as a result, we stumble through them with less than ideal outcomes or if possible, we avoid them all together.

Fortunately it is not necessary to obtain a degree in psychology in order to successfully communicate with clients under stressful circumstances. This discussion will provide tools that will help improve your ability to handle a variety of client situations. In the process, you will also learn how your own communication style impacts every interaction you have and how small adjustments can make a big difference. (1-2 hours)

Entropy; How to Keep Your Hospital From Falling Apart

This presentation identifies the most common causes of facility deterioration. It also explains how the condition of the facility affects the other systems in the hospital such as team morale, patient care, client services and financial health. Through discussion and photos we review subtle but important problems that need to be avoided in order to prevent entropy. This presentation is appropriate for owners and managers but can also be adjusted to target support staff. (1 hour)

Investigating and Resolving Client Complaints

Managers often cringe at the mention of a client complaint. An essential part of being able to effectively receive and resolve complaints is the appropriate attitude. It’s also important for a manager to have the ability to follow an organized, proven process for handling complaints. This discussion offers a simple, four-step process for receiving, investigating and resolving client complaints. (50 minutes – 1 hour)

Effective Employee Performance Evaluations

Completing effective performance evaluations on employees is an essential aspect of creating a happy, healthy work environment and, ultimately, an efficient, financially successful practice. This presentation offers specific advice and practice solutions while examining the “who, what, when, where, why and how” of employee performance evaluations. (1 – 1.5 hours)

What is Success and How Will I Know It?

Success is difficult to define and if you have difficulty defining success, how will you know if you’ve achieved it? This discussion identifies measurable and objective goals that can be established in a practice to assist in defining and achieving success. (1 hour)

Leaders Worth Following

The core of most of the problems that exist in a practice can often be traced to a behavior exhibited by one or more of the leaders in that practice. It can be difficult for leaders to recognize how their actions contribute to problems when their primary focus is the success of the practice. Leaders Worth Following provides valuable insight into the positive and negative behaviors of leaders. This presentation includes interactive exercises designed to help leaders self-reflect and recognize the unexpected ways their actions impact the health of the practice. (4 hours)

Manager-Owner Dysfunction Syndrome

This presentation assists managers and owners in identifying inappropriate behavior in their interactions. Dysfunctional relationships between managers and owners are often recognized by their employees but not always by the individuals in the relationships. The dysfunctional behavior creates animosity, lack of direction and low morale in the practice. This lecture teaches managers and owners how to work together, support each other and create a cohesive, unified administrative team. The end result is a happier, healthier practice team with a shared vision. This presentation is targeted for managers and practice owners. (1 hour)

Hiring to Avoid Firing

This presentation offers ideas on hiring staff that will help decrease the chances that the new hire will later be terminated or leave the position. It includes suggestions that will help you hire the right person for your practice as well advice on creating a basic foundation for your new employees that includes solid orientation techniques and training protocols. This presentation is appropriate for owners and managers. (1 hour)

The Politics of a Practice With Two Clients

This presentation addresses the aspects of referral medicine that require sensitivity in regards to referring doctors. Building a relationship with referring doctors that is based on communication, respect and teamwork is essential to successful referral practices. We discuss the dos and don’ts of communication, complaints, marketing and patient care. This presentation is appropriate for owners and managers but can also be beneficial to associate veterinarians and support staff. (1 hour)

Pupil vs. Puppet

The ability to effectively coach employees with administrative responsibilities is essential to the overall success of a practice. This presentation addresses the groundwork that needs to be present in order for a practice to create and maintain an effective and happy administrative team. It offers ideas on how to structure your administrative team and it explains how to put the right people into the right positions, how to train those individuals and how to motivate them on an ongoing basis. This presentation is appropriate for owners and managers. (1–1 ½ hours)

Terminations – Necessary But Not Nasty

As in all businesses, the termination of employees is an unavoidable task, however, if proper policies are in place and quality management techniques are practiced, nasty terminations can be avoided and the guilt and dread experienced when ending an individuals employment can be decreased, even removed all together. This presentation discusses the practice foundation, training, performance reviews and discipline and termination policies and techniques that must exist in a practice in order to remove the sting from employee terminations. This presentation is appropriate for owners and managers. (1-1 ½ hours)

Weathering the Economic Crisis

We are all feeling the crunch of a down economy. Some veterinary practices are experiencing a decline in revenue greater than 20%. Others are stable but noticing a decrease in client compliance. Regardless of the specific impact the economy is having on your practice, optimism is your best tool for weathering the storm. Think of the recession as an opportunity to make positive changes in your practice, changes that will give you an edge over the pessimists and place you in a better position when the economy recovers. This presentation offers detailed advice to assist you with the implementation of ten specific improvement opportunities. (1 ½ - 2 hours)

Advanced Technology and the Vanishing Art of Veterinary Medicine

Advances in medical technology give our profession an ever-widening array of diagnostic and treatment capabilities. Pet owners spend billions of dollars on veterinary healthcare every year and pets are living longer, healthier lives than ever before. It is evident this access to advanced medical technology fulfills an essential role for our industry. But there is a tradeoff. A heavy reliance on technology in human medicine has created disconnect between doctors and patients and has eroded public confidence. If we are not careful we too could find ourselves struggling to rebuild relationships with those we serve. (Please note: this presentation is approximately 1 hour and is in keynote format)

Contact Alyce