Leadership and Business for Veterinary Professionals

Elizabeth Stark is a seasoned, licensed veterinary technician who began her career in general practice and teaching within veterinary technician academia. She has since transitioned into the corporate learning and development space, where she has led training and development initiatives across the veterinary industry. Elizabeth bringing her expertise in leadership training, onboarding strategy, and team development to support veterinary professionals nationwide. Ann-Marie Montou brings 18 years of hands-on experience in veterinary medicine, including over a decade in operational and learning & development leadership roles. She currently serves as a Regional Operations Director for Southern Veterinary Partners, where she oversees a dynamic portfolio of hospitals across multiple states. Known for her servant leadership style and people-first mindset, Ann-Marie has a proven track record of transforming hospital cultures, developing high-performing teams, and driving strategic growth. Her career has spanned everything from front-line clinical roles to direct regional oversight of more than 30 hospitals, where she has led initiatives in team development, financial turnaround, compliance, and culture resetting. Ann-Marie is deeply committed to creating psychologically safe, inclusive environments where veterinary professionals can thrive, and where excellence in patient care goes hand-in-hand with sustainable business practices.

• Preface xixAcknowledgment xxiAbout the Companion Website xxiiiPart 1 Leadership 11 Stepping Up: Cultivating Leadership with Purpose 3Introduction 3Leadership Style Assessment 3Scenario 1: Decision-Making in a Crisis 4Scenario 2: Team Goal Setting 4Scenario 3: Handling a Team Member’s Mistake 4Scenario 4: Motivating Your Team 4Scenario 5: Communication Style 4Scenario 6: Conflict Resolution 5Leadership Styles Explained 5Leadership Theories 9Formal and Informal Leadership 11How to Become an Informal Leader 13Integrating Formal and Informal Leadership in Veterinary Medicine 14Recognizing and Understanding Types of Power 14Influence 16Time Management and Leadership 17Why Time Management Matters in Leadership and Management 17Task Prioritization Matrix 18What Is a Task Prioritization Matrix? 18Chapter 1 Activities: Applying Concepts 19Self-Reflection on Leadership Qualities 19Scoring Guide 20Formal Vs. Informal Leadership and Power Activity 20References 222 Paws and Reflect: The Power of Emotional Intelligence 23Introduction 23Emotional Intelligence Quiz 23Section I 23Section II 24Section III 25Section IV 26What Is Emotional Intelligence? 27The Four Pillars of Emotional Intelligence and Developing Each Area 28In Healthcare 32The Feeling Wheel 33Chapter 2 Activities: Applying Concepts 35Journaling Activity 36References 373 The Art of the Bark: Mastering Communication in Veterinary Leadership 39Introduction 39Communication Process 40Communication Process 41Nonverbal Communication 43Types of Nonverbal Communication 43The Role of EQ in Nonverbal Communication 43Written Communication 45Written Communication in Healthcare 45Importance of Effective Written Communication in Healthcare 46Visual Communication 46Relationship-Based Communication 47Interpersonal Communication 47Intrapersonal Communication 47Mass Communication 48Group Communication 48Digital Communication 49Perception Is Reality 49Communication Style 49Communication Style Quiz 50Scenario 1 50Scenario 2 50Scenario 3 50Scenario 4 50Scenario 5 51Scenario 6 51Scenario 7 51Scenario 8 51Scenario 9 51Scenario 10 51Scenario 11 52Scoring 52Types of Communication Styles 52Passive Communication 52Aggressive Communication 53Passive-Aggressive Communication 54Assertive Communication 54Influences of Communication Styles 55How to Identify Communication Styles 56Chapter 3 Activities: Applying Concepts 56Strategies to Foster Positive Intrapersonal Communication 56Communication Activity 57Identify the Type of Communicator for Each Team Member 57Practice Clarifying and Verifying Understanding 58References 594 Beyond the Exam Room: Building and Managing Community and Culture 61Introduction 61What Is Culture and Community? 62The Importance of DEI in the Workplace 62Understanding Different Generations in the Workplace 63Baby Boomers (Born 1946–1964) 63Generation X (Born 1965–1980) 64Millennials (Born 1981–1996) 64Generation Z (Born 1997–2012) 65Neurodivergence 66Characteristics of Neurodivergence 66Managing Team Neurodivergent Team Members 67Importance of Workplace Culture and Employee Success 68The Foundation of Organizational Culture: Mission, Vision, and Values 68Building Collaborative Culture 69Understanding Organizational Culture through Quantitative and Qualitative Data 69Combining Quantitative and Qualitative Data 71Chapter 4 Activities: Applying Concepts 71The 15-Minute Team and Culture Evaluation 71Generational Dynamics in the Workplace Manager and Team Activities 751.1. Case Study: Generational Dynamics in the Workplace 75References 765 The Vet Team Formula: Navigating Team Dynamics and Individual Needs 79Introduction 79What Defines a Team? 80Task- and Relationship-Oriented Leadership 83Effects of Social Cliques and Favoritism on Interpersonal Communication 84Strategies to Address Social Cliques and Favoritism 85Assessing Team Dynamics and Needs 85Collaboration as a Cornerstone 87Understanding Team Needs and Dynamics 88Assessing Team Motivation 88Assessing Team, Group, and Social Dynamics 89Solutions 90Leading Individual Team Members: Impacts on Team Dynamics and Culture 91Directing (Telling) Leadership 91Coaching (Selling) Leadership 91Supporting (Participating) Leadership 92Delegating Leadership 92Applying Situational Leadership: Identifying Skill and Will Levels 93Low Skill and High Will (Enthusiastic Beginner): Coach 93Low Will and High Skill (Capable but Cautious): Support 93High Skill and High Will (Self-Reliant): Delegate 93Low Skill and Low Will (Disillusioned Learner): Direct 93Team Member Skill/Will Matrix Figure 94Fostering Communication and Keeping Your Finger on the Clinic Pulse 94Coaching 95Team Member Accountability 95Coach Through or Coach Out? Navigating Tough Team Dynamics 96Coach Through: When Potential Shines Beneath the Struggle 97Coach Out: When Culture’s on the Line 97Lead Like a Lighthouse: Firm, Steady, and Human 97Mentorship 97Importance of Creating a Mentorship Program in Healthcare 98Starting a Mentorship Program 98Chapter 5 Activities: Applying Concepts 99Activity: Designing a mentorship program with your team for your team 100Step 1: Introduction to Mentorship Programs (10 minutes) 100Step 2: Define Goals and Objectives (15 minutes) 100Step 3: Structure and Framework Design (30 minutes) 100Step 4: Create an Action Plan (20 minutes) 101Step 5: Role Playing and Feedback (25 minutes) 101Step 6: Wrap-Up and Reflection (10 minutes) 101References 1016 Addressing the Elephant in the Hospital: Finding Confidence in Conflict 103Introduction 103What Is Conflict, Truly? 104Conflict Resolution Skill Self-Assessment 104Active Listening 104Empathy and Emotional Intelligence 104Asking Powerful Questions 104Providing Constructive Feedback 105Goal Setting and Action Planning 105Patience and Adaptability 105Accountability 105Observing Nonverbal Cues 105Encouragement and Resilience Building 105Scoring and Reflection 105Conflict Types 105Conflict Management Styles 108Giving Effective Feedback: Best Practices and Delivery Methods 110Conversations 112How to Have Difficult Conversations in the Workplace 112Conflict Prevention 113Coaching in Leadership 114Observing Nonverbal Cues: The Power of What’s Unsaid 116Feedback in Leadership: A Tool for Growth. What is Feedback, and Why Does itMatter? 116Types of Feedback 117Best Practices for Giving Feedback 117Coaching and Feedback: A Balanced Leadership Approach 117Building a Coaching and Feedback Culture 117Self-Awareness Check Before Coaching and Feedback 117Self-Awareness in Feedback and Coaching 118Self-Regulation for Constructive Conversations 118Empathy to Build Trust and Understanding 118Social Skills to Foster Collaboration and Open Dialogue 118Chapter 6 Activities: Applying Concepts 119Script: Giving Difficult Feedback to an Emotional Employee 119References 1207 Paws, Breathe, Thrive: Wellness in Veterinary Medicine 123Introduction 123The Five Levels of Maslow’s Hierarchy of Needs 124Eight Influential Aspects of Human Belonging 125Connection and Relationships 125Recognition and Acceptance 125Emotional Security 125Purpose and Meaning 126Identity and Belonging to a Group 126Support in Times of Need 126Acceptance of Differences 127Autonomy and Interdependence 127The Wellness Wheel: A Holistic Approach to Well-Being 127How Does the Wellness Wheel Work? 127Using the Wellness Wheel for Personal Growth 128Developing Grit 128Resilience 129Learning and Setting Healthy Boundaries 130How to Set Boundaries 130Industry Involvement and Professional Satisfaction 131American Veterinary Medical Association (AVMA) 131National Association of Veterinary Technicians in America (NAVTA) 131State Veterinary Associations 131Mentorship and Professional Development 132Impact on Career Longevity 132List of Industry Organizations to Join for Involvement 132Chapter 7 Activities: Applying Concepts 132Personal Wellness Activities 132Activity: Boundary-Setting Exercise for Leaders and Teams 135References 1358 Adding to the Pack: Resumes, Interviews, and Onboarding 137Introduction 137Do I Really Need to Bring Someone On? 137Employment Classification: Defining Roles and Responsibilities under the Law 138Independent Contractors 138How to Ensure Proper Classification 138The Risks of Misclassification 139Proactive Compliance Strategies 139The Job Ad 139Resume/CV Creation and Building 139Resume Components 141Power Words and Their Impact on a Resume 141Interview Techniques 141Talking Interviews: Creating a Conversational Experience 142Manager and Hospital Appearance: Setting the Right Impression 142Open-Ended Questions: Encouraging Insightful Responses 143Link Interview Questions to Hospital Values 143The STAR Method of Interviewing 143Example of the STAR Method 144Legal Don’t 144Working Interviews: Pros, Cons, and Legal Considerations 144Understanding State Working Laws 145Navigating Compliance to Protect Employees and Organizations 145Working Interviews 145Pros and Cons of Working Interviews 145Candidate Red Flags 146Assessing Cultural Fit: Hiring for Alignment, Not Just Skill 146Active Listening: Reading Beyond the Words 146Making an Offer 147Negotiation Strategies: Finding the Balance between Candidate Needs and BusinessGoals 147Wage and Hour Laws: The Foundation of Fair Compensation 148Onboarding a New Employee: The Importance and Implementation 149Importance of a Good Onboarding Process 149Annual and Biannual Team Member Review 150Hospital Handbook 151Chapter 8: Additional Resources and Activities 151Open-Ended Interview Questions for Veterinary Hiring 151Behavior-Based Interview Questions for Veterinary Hiring 153Power Words Examples 154References 1559 The Power of the Pack: Team-Based Care in Veterinary Medicine 157Introduction 157What Is Team-Based Healthcare? 158Scope of Practice: Navigating the Boundaries of Veterinary Medicine 158Legal Boundaries: Defining the Limits of Responsibility 159Key Legal Considerations 159Supervision Levels: The Importance of Oversight in Veterinary Medicine 159Professional Development: Expanding Skills While Staying Within Boundaries 160Balancing Growth with Compliance 160Ethical Considerations: Protecting the Integrity of Veterinary Medicine 160Building an Ethically Responsible Culture 161Team Member Roles and Scope of Practice: The Backbone of a Thriving VeterinaryTeam 161Veterinarians [Doctor of Veterinary Medicine (DVMs)]: The Architects of PatientCare 161Veterinary Technicians (LVTs/RVTs/CVTs): The Clinical Powerhouses 162Veterinary Assistants: The Unsung Heroes of Daily Operations 162Receptionists/Client Care Representatives: The Gatekeepers of First Impressions 162Practice Managers: The Pillars of Leadership and Stability 163Kennel Assistants/Animal Care Attendants: The Guardians of Patient Comfort 163Groomers: The Aesthetic and Wellness Specialists 164Boarding Assistants: The Caretakers of Extended Stays 164Final Thought: Every Role Matters 164Communicating Roles and Responsibilities 165Team Member Development: Cultivating Growth, Engagement, and Excellence 165Conducting Team Member Reviews 166Developing Lateral Career Paths: Growth Beyond Promotions 166Efficiency Training: Optimizing Performance Without Burnout 167Training for Efficiency 167Set Crystal-Clear Goals and Expectations 167Implementation 168Learning from Failure 168Final Thought: Leadership is an Active Verb and Development as a Continuous Journey 169Chapter 9 Activities: Applying Concepts 169Scope of Practice Activity 170Scenario 1: Routine Wellness Check-Up 170Scenario 2: Prescription Refill Request 170Scenario 3: Emergency Situation 170Team Success Plan and Career Map Template 171Section 1: Overview 171Section 2: Goals and Objectives 171Section 3: Roles and Responsibilities 171Section 4: Communication Plan 171Section 5: Team Values and Culture 171Section 6: Performance Metrics 171Section 7: Training and Development 172Section 8: Conflict Resolution Strategies 172Section 9: Recognition and Rewards 172Section 10: Review and Continuous Improvement 172References 172Part 2 Management 17310 Financial Vital Signs and Business Management – Mastering the Numbers That DriveVeterinary Practice 175Introduction 175Why do Financial Fundamentals Matter? 176Budgeting for Success 177Key Strategies for Budgeting: Building a Veterinary Budget: Step-by-Step 177Track Historical Financial Data 177Forecast Revenue Realistically and Anticipate Variances 178Leave Room for Contingency 178Why Budget Literacy Matters at Every Level 179Understanding the Profit and Loss Statement: Your Practice’s Financial Pulse 179Why the P&L Matters to Every Role – Not Just Managers 180How to Read a Simple P&L Statement 181Revenue (Topline) 181Expense Categories 181Cost of Goods Sold 181Labor Expenses 182Other Operating Expenses 182EBITDA: Earnings Before Interest, Taxes, Depreciation, and Amortization (Bottom line) 182Why It Matters 184COGS and Inventory Management 184Best Practices for Maintaining Control 185PIMS and Filing Systems 187Popular Veterinary PIMS Systems 187AVImark 188Cornerstone 188eVetPractice (now eVet) 188ezyVet 188Hippo Manager 189Impromed Infinity 189NaVetor 189Popular Boarding and Daycare Management Systems 189Gingr 189PawLoyalty 189Kennel Connection 189123Pet Software (Formerly PetExec) 190Choosing the Right System 190Best Practices for Scheduling 190Accounts Receivable Process 192Key A/R Best Practices 192Why A/R Management Matters 193Storage of All Kinds – Effective Filing Techniques 193Digital Filing 193Why It Matters 194Chapter 10 Activities 195Financial Health Check: Veterinary Practice Edition 196Section 1: Personal Financial Confidence 196Section 2: Practice Snapshot 196Section 3: Financial Focus Areas 197References 19811 Claws & Effect: Navigating Compliance & Ensuring Safety 199Introduction 199What Is DEA Compliance? 199Why It Matters 200Key DEA Compliance Requirements 201What Is OSHA Compliance? 203Why It Matters 204OSHA Compliance Strategies 205The High Stakes of Non-Compliance 208What Is Radiology Compliance? 208Why It Matters 209Key Radiology Compliance Requirements 210Suggested Checklist for Receiving and Setting Up Radiology Equipment 212Chapter 11 Activities: Applying Concepts 212DEA Compliance Activities 212OSHA Compliance Activities 213Radiology Compliance Activities 213Personal Action Plan 214OSHA Hazard Review Checklist 214Facility Walkthrough 214Chemical Safety 214Equipment Functionality 214Employee Practices 215Fire Safety 215Animal Handling 215Waste Disposal 215Documentation Review 215Team Feedback 215Action Plan Development 216References 21612 Healing Fur, Feather, and Fin: Innovation and Technology in Our Field 217Introduction 217A Historical Perspective 218Artificial Intelligence: The New Frontier 218Examples of AI in Veterinary Medicine 218Technology and Generational Dynamics in Veterinary Medicine 219Chapter 11 Activities 221Chapter Resources 221References 22113 Marking Your Territory: Competitor Analysis and Marketing Tactics 223Introduction 223The Rising Cost of Veterinary Care and the Evolving Landscape 223Future Outlook and Possible Solutions 224Understanding SWOT Analysis in Veterinary Medicine 225Case Study: Evaluating a Veterinary Hospital Using SWOT Analysis 225Background 225Strategic Plan Based on SWOT Findings 226Introducing Porter’s Five Forces into Veterinary Medicine 227Why This Matters 228When to Make a Change 228Marketing and Hospital Promotion 229When to Use the 4 Ps 230Marketing and Advertising 231Understand Your Target Audience and Community 231Find Your Target Audience 232Segment Your Audience 232Use Online Survey Tools 232Track Market Trends 232Types of Marketing 233Community Engagement 234Reputation Management 234Positive Reviews 237Chapter 13 Activities 238References 24014 Strengthening the Herd: Your Veterinary Practice Growth Strategy in a Competitive Landscape 241Introduction 241Foundational Self-Assessment: Where Are We Now? 241Strategic Frameworks for Growth 242Marketing Intelligence: The Four Ps 242Competitive Positioning: Porter’s Generic Strategies 243Leading Change Proactively 243Increasing Services 243Financial Resilience and Mastery 244Doctor Production and Salary 244Raising Prices 245Employee Retention 245Hours of Operation 246Client-Centric Growth Strategies 246Marketing in Motion: Building Visibility and Trust 246Team Growth and Leadership Development 247Technology Adoption and Generational Dynamics 247Community, Reputation, and Brand Stewardship 248Conclusion: Growth That Endures 248Chapter Activities 249Practice Growth Self-Assessment 249Quarterly Practice Growth Plan 250References 25115 Tying It All Together: Leading Forward in Veterinary Medicine 253Glossary of Terms 000Index of Key Terms 000Thematic Index of Key Terms 000Index 000