Leadership and Business for Veterinary Professionals

Preface xix

Acknowledgment xxi

About the Companion Website xxiii

Part 1 Leadership 1

1 Stepping Up: Cultivating Leadership with Purpose 3

Introduction 3

Leadership Style Assessment 3

Scenario 1: Decision-Making in a Crisis 4

Scenario 2: Team Goal Setting 4

Scenario 3: Handling a Team Member’s Mistake 4

Scenario 4: Motivating Your Team 4

Scenario 5: Communication Style 4

Scenario 6: Conflict Resolution 5

Leadership Styles Explained 5

Leadership Theories 9

Formal and Informal Leadership 11

How to Become an Informal Leader 13

Integrating Formal and Informal Leadership in Veterinary Medicine 14

Recognizing and Understanding Types of Power 14

Influence 16

Time Management and Leadership 17

Why Time Management Matters in Leadership and Management 17

Task Prioritization Matrix 18

What Is a Task Prioritization Matrix? 18

Chapter 1 Activities: Applying Concepts 19

Self-Reflection on Leadership Qualities 19

Scoring Guide 20

Formal Vs. Informal Leadership and Power Activity 20

References 22

2 Paws and Reflect: The Power of Emotional Intelligence 23

Introduction 23

Emotional Intelligence Quiz 23

Section I 23

Section II 24

Section III 25

Section IV 26

What Is Emotional Intelligence? 27

The Four Pillars of Emotional Intelligence and Developing Each Area 28

In Healthcare 32

The Feeling Wheel 33

Chapter 2 Activities: Applying Concepts 35

Journaling Activity 36

References 37

3 The Art of the Bark: Mastering Communication in Veterinary Leadership 39

Introduction 39

Communication Process 40

Communication Process 41

Nonverbal Communication 43

Types of Nonverbal Communication 43

The Role of EQ in Nonverbal Communication 43

Written Communication 45

Written Communication in Healthcare 45

Importance of Effective Written Communication in Healthcare 46

Visual Communication 46

Relationship-Based Communication 47

Interpersonal Communication 47

Intrapersonal Communication 47

Mass Communication 48

Group Communication 48

Digital Communication 49

Perception Is Reality 49

Communication Style 49

Communication Style Quiz 50

Scenario 1 50

Scenario 2 50

Scenario 3 50

Scenario 4 50

Scenario 5 51

Scenario 6 51

Scenario 7 51

Scenario 8 51

Scenario 9 51

Scenario 10 51

Scenario 11 52

Scoring 52

Types of Communication Styles 52

Passive Communication 52

Aggressive Communication 53

Passive-Aggressive Communication 54

Assertive Communication 54

Influences of Communication Styles 55

How to Identify Communication Styles 56

Chapter 3 Activities: Applying Concepts 56

Strategies to Foster Positive Intrapersonal Communication 56

Communication Activity 57

Identify the Type of Communicator for Each Team Member 57

Practice Clarifying and Verifying Understanding 58

References 59

4 Beyond the Exam Room: Building and Managing Community and Culture 61

Introduction 61

What Is Culture and Community? 62

The Importance of DEI in the Workplace 62

Understanding Different Generations in the Workplace 63

Baby Boomers (Born 1946–1964) 63

Generation X (Born 1965–1980) 64

Millennials (Born 1981–1996) 64

Generation Z (Born 1997–2012) 65

Neurodivergence 66

Characteristics of Neurodivergence 66

Managing Team Neurodivergent Team Members 67

Importance of Workplace Culture and Employee Success 68

The Foundation of Organizational Culture: Mission, Vision, and Values 68

Building Collaborative Culture 69

Understanding Organizational Culture through Quantitative and Qualitative Data 69

Combining Quantitative and Qualitative Data 71

Chapter 4 Activities: Applying Concepts 71

The 15-Minute Team and Culture Evaluation 71

Generational Dynamics in the Workplace Manager and Team Activities 75

1.1. Case Study: Generational Dynamics in the Workplace 75

References 76

5 The Vet Team Formula: Navigating Team Dynamics and Individual Needs 79

Introduction 79

What Defines a Team? 80

Task- and Relationship-Oriented Leadership 83

Effects of Social Cliques and Favoritism on Interpersonal Communication 84

Strategies to Address Social Cliques and Favoritism 85

Assessing Team Dynamics and Needs 85

Collaboration as a Cornerstone 87

Understanding Team Needs and Dynamics 88

Assessing Team Motivation 88

Assessing Team, Group, and Social Dynamics 89

Solutions 90

Leading Individual Team Members: Impacts on Team Dynamics and Culture 91

Directing (Telling) Leadership 91

Coaching (Selling) Leadership 91

Supporting (Participating) Leadership 92

Delegating Leadership 92

Applying Situational Leadership: Identifying Skill and Will Levels 93

Low Skill and High Will (Enthusiastic Beginner): Coach 93

Low Will and High Skill (Capable but Cautious): Support 93

High Skill and High Will (Self-Reliant): Delegate 93

Low Skill and Low Will (Disillusioned Learner): Direct 93

Team Member Skill/Will Matrix Figure 94

Fostering Communication and Keeping Your Finger on the Clinic Pulse 94

Coaching 95

Team Member Accountability 95

Coach Through or Coach Out? Navigating Tough Team Dynamics 96

Coach Through: When Potential Shines Beneath the Struggle 97

Coach Out: When Culture’s on the Line 97

Lead Like a Lighthouse: Firm, Steady, and Human 97

Mentorship 97

Importance of Creating a Mentorship Program in Healthcare 98

Starting a Mentorship Program 98

Chapter 5 Activities: Applying Concepts 99

Activity: Designing a mentorship program with your team for your team 100

Step 1: Introduction to Mentorship Programs (10 minutes) 100

Step 2: Define Goals and Objectives (15 minutes) 100

Step 3: Structure and Framework Design (30 minutes) 100

Step 4: Create an Action Plan (20 minutes) 101

Step 5: Role Playing and Feedback (25 minutes) 101

Step 6: Wrap-Up and Reflection (10 minutes) 101

References 101

6 Addressing the Elephant in the Hospital: Finding Confidence in Conflict 103

Introduction 103

What Is Conflict, Truly? 104

Conflict Resolution Skill Self-Assessment 104

Active Listening 104

Empathy and Emotional Intelligence 104

Asking Powerful Questions 104

Providing Constructive Feedback 105

Goal Setting and Action Planning 105

Patience and Adaptability 105

Accountability 105

Observing Nonverbal Cues 105

Encouragement and Resilience Building 105

Scoring and Reflection 105

Conflict Types 105

Conflict Management Styles 108

Giving Effective Feedback: Best Practices and Delivery Methods 110

Conversations 112

How to Have Difficult Conversations in the Workplace 112

Conflict Prevention 113

Coaching in Leadership 114

Observing Nonverbal Cues: The Power of What’s Unsaid 116

Feedback in Leadership: A Tool for Growth. What is Feedback, and Why Does it

Matter? 116

Types of Feedback 117

Best Practices for Giving Feedback 117

Coaching and Feedback: A Balanced Leadership Approach 117

Building a Coaching and Feedback Culture 117

Self-Awareness Check Before Coaching and Feedback 117

Self-Awareness in Feedback and Coaching 118

Self-Regulation for Constructive Conversations 118

Empathy to Build Trust and Understanding 118

Social Skills to Foster Collaboration and Open Dialogue 118

Chapter 6 Activities: Applying Concepts 119

Script: Giving Difficult Feedback to an Emotional Employee 119

References 120

7 Paws, Breathe, Thrive: Wellness in Veterinary Medicine 123

Introduction 123

The Five Levels of Maslow’s Hierarchy of Needs 124

Eight Influential Aspects of Human Belonging 125

Connection and Relationships 125

Recognition and Acceptance 125

Emotional Security 125

Purpose and Meaning 126

Identity and Belonging to a Group 126

Support in Times of Need 126

Acceptance of Differences 127

Autonomy and Interdependence 127

The Wellness Wheel: A Holistic Approach to Well-Being 127

How Does the Wellness Wheel Work? 127

Using the Wellness Wheel for Personal Growth 128

Developing Grit 128

Resilience 129

Learning and Setting Healthy Boundaries 130

How to Set Boundaries 130

Industry Involvement and Professional Satisfaction 131

American Veterinary Medical Association (AVMA) 131

National Association of Veterinary Technicians in America (NAVTA) 131

State Veterinary Associations 131

Mentorship and Professional Development 132

Impact on Career Longevity 132

List of Industry Organizations to Join for Involvement 132

Chapter 7 Activities: Applying Concepts 132

Personal Wellness Activities 132

Activity: Boundary-Setting Exercise for Leaders and Teams 135

References 135

8 Adding to the Pack: Resumes, Interviews, and Onboarding 137

Introduction 137

Do I Really Need to Bring Someone On? 137

Employment Classification: Defining Roles and Responsibilities under the Law 138

Independent Contractors 138

How to Ensure Proper Classification 138

The Risks of Misclassification 139

Proactive Compliance Strategies 139

The Job Ad 139

Resume/CV Creation and Building 139

Resume Components 141

Power Words and Their Impact on a Resume 141

Interview Techniques 141

Talking Interviews: Creating a Conversational Experience 142

Manager and Hospital Appearance: Setting the Right Impression 142

Open-Ended Questions: Encouraging Insightful Responses 143

Link Interview Questions to Hospital Values 143

The STAR Method of Interviewing 143

Example of the STAR Method 144

Legal Don’t 144

Working Interviews: Pros, Cons, and Legal Considerations 144

Understanding State Working Laws 145

Navigating Compliance to Protect Employees and Organizations 145

Working Interviews 145

Pros and Cons of Working Interviews 145

Candidate Red Flags 146

Assessing Cultural Fit: Hiring for Alignment, Not Just Skill 146

Active Listening: Reading Beyond the Words 146

Making an Offer 147

Negotiation Strategies: Finding the Balance between Candidate Needs and Business

Goals 147

Wage and Hour Laws: The Foundation of Fair Compensation 148

Onboarding a New Employee: The Importance and Implementation 149

Importance of a Good Onboarding Process 149

Annual and Biannual Team Member Review 150

Hospital Handbook 151

Chapter 8: Additional Resources and Activities 151

Open-Ended Interview Questions for Veterinary Hiring 151

Behavior-Based Interview Questions for Veterinary Hiring 153

Power Words Examples 154

References 155

9 The Power of the Pack: Team-Based Care in Veterinary Medicine 157

Introduction 157

What Is Team-Based Healthcare? 158

Scope of Practice: Navigating the Boundaries of Veterinary Medicine 158

Legal Boundaries: Defining the Limits of Responsibility 159

Key Legal Considerations 159

Supervision Levels: The Importance of Oversight in Veterinary Medicine 159

Professional Development: Expanding Skills While Staying Within Boundaries 160

Balancing Growth with Compliance 160

Ethical Considerations: Protecting the Integrity of Veterinary Medicine 160

Building an Ethically Responsible Culture 161

Team Member Roles and Scope of Practice: The Backbone of a Thriving Veterinary

Team 161

Veterinarians [Doctor of Veterinary Medicine (DVMs)]: The Architects of Patient

Care 161

Veterinary Technicians (LVTs/RVTs/CVTs): The Clinical Powerhouses 162

Veterinary Assistants: The Unsung Heroes of Daily Operations 162

Receptionists/Client Care Representatives: The Gatekeepers of First Impressions 162

Practice Managers: The Pillars of Leadership and Stability 163

Kennel Assistants/Animal Care Attendants: The Guardians of Patient Comfort 163

Groomers: The Aesthetic and Wellness Specialists 164

Boarding Assistants: The Caretakers of Extended Stays 164

Final Thought: Every Role Matters 164

Communicating Roles and Responsibilities 165

Team Member Development: Cultivating Growth, Engagement, and Excellence 165

Conducting Team Member Reviews 166

Developing Lateral Career Paths: Growth Beyond Promotions 166

Efficiency Training: Optimizing Performance Without Burnout 167

Training for Efficiency 167

Set Crystal-Clear Goals and Expectations 167

Implementation 168

Learning from Failure 168

Final Thought: Leadership is an Active Verb and Development as a Continuous Journey 169

Chapter 9 Activities: Applying Concepts 169

Scope of Practice Activity 170

Scenario 1: Routine Wellness Check-Up 170

Scenario 2: Prescription Refill Request 170

Scenario 3: Emergency Situation 170

Team Success Plan and Career Map Template 171

Section 1: Overview 171

Section 2: Goals and Objectives 171

Section 3: Roles and Responsibilities 171

Section 4: Communication Plan 171

Section 5: Team Values and Culture 171

Section 6: Performance Metrics 171

Section 7: Training and Development 172

Section 8: Conflict Resolution Strategies 172

Section 9: Recognition and Rewards 172

Section 10: Review and Continuous Improvement 172

References 172

Part 2 Management 173

10 Financial Vital Signs and Business Management – Mastering the Numbers That Drive

Veterinary Practice 175

Introduction 175

Why do Financial Fundamentals Matter? 176

Budgeting for Success 177

Key Strategies for Budgeting: Building a Veterinary Budget: Step-by-Step 177

Track Historical Financial Data 177

Forecast Revenue Realistically and Anticipate Variances 178

Leave Room for Contingency 178

Why Budget Literacy Matters at Every Level 179

Understanding the Profit and Loss Statement: Your Practice’s Financial Pulse 179

Why the P&L Matters to Every Role – Not Just Managers 180

How to Read a Simple P&L Statement 181

Revenue (Topline) 181

Expense Categories 181

Cost of Goods Sold 181

Labor Expenses 182

Other Operating Expenses 182

EBITDA: Earnings Before Interest, Taxes, Depreciation, and Amortization (Bottom line) 182

Why It Matters 184

COGS and Inventory Management 184

Best Practices for Maintaining Control 185

PIMS and Filing Systems 187

Popular Veterinary PIMS Systems 187

AVImark 188

Cornerstone 188

eVetPractice (now eVet) 188

ezyVet 188

Hippo Manager 189

Impromed Infinity 189

NaVetor 189

Popular Boarding and Daycare Management Systems 189

Gingr 189

PawLoyalty 189

Kennel Connection 189

123Pet Software (Formerly PetExec) 190

Choosing the Right System 190

Best Practices for Scheduling 190

Accounts Receivable Process 192

Key A/R Best Practices 192

Why A/R Management Matters 193

Storage of All Kinds – Effective Filing Techniques 193

Digital Filing 193

Why It Matters 194

Chapter 10 Activities 195

Financial Health Check: Veterinary Practice Edition 196

Section 1: Personal Financial Confidence 196

Section 2: Practice Snapshot 196

Section 3: Financial Focus Areas 197

References 198

11 Claws & Effect: Navigating Compliance & Ensuring Safety 199

Introduction 199

What Is DEA Compliance? 199

Why It Matters 200

Key DEA Compliance Requirements 201

What Is OSHA Compliance? 203

Why It Matters 204

OSHA Compliance Strategies 205

The High Stakes of Non-Compliance 208

What Is Radiology Compliance? 208

Why It Matters 209

Key Radiology Compliance Requirements 210

Suggested Checklist for Receiving and Setting Up Radiology Equipment 212

Chapter 11 Activities: Applying Concepts 212

DEA Compliance Activities 212

OSHA Compliance Activities 213

Radiology Compliance Activities 213

Personal Action Plan 214

OSHA Hazard Review Checklist 214

Facility Walkthrough 214

Chemical Safety 214

Equipment Functionality 214

Employee Practices 215

Fire Safety 215

Animal Handling 215

Waste Disposal 215

Documentation Review 215

Team Feedback 215

Action Plan Development 216

References 216

12 Healing Fur, Feather, and Fin: Innovation and Technology in Our Field 217

Introduction 217

A Historical Perspective 218

Artificial Intelligence: The New Frontier 218

Examples of AI in Veterinary Medicine 218

Technology and Generational Dynamics in Veterinary Medicine 219

Chapter 11 Activities 221

Chapter Resources 221

References 221

13 Marking Your Territory: Competitor Analysis and Marketing Tactics 223

Introduction 223

The Rising Cost of Veterinary Care and the Evolving Landscape 223

Future Outlook and Possible Solutions 224

Understanding SWOT Analysis in Veterinary Medicine 225

Case Study: Evaluating a Veterinary Hospital Using SWOT Analysis 225

Background 225

Strategic Plan Based on SWOT Findings 226

Introducing Porter’s Five Forces into Veterinary Medicine 227

Why This Matters 228

When to Make a Change 228

Marketing and Hospital Promotion 229

When to Use the 4 Ps 230

Marketing and Advertising 231

Understand Your Target Audience and Community 231

Find Your Target Audience 232

Segment Your Audience 232

Use Online Survey Tools 232

Track Market Trends 232

Types of Marketing 233

Community Engagement 234

Reputation Management 234

Positive Reviews 237

Chapter 13 Activities 238

References 240

14 Strengthening the Herd: Your Veterinary Practice Growth Strategy in a Competitive Landscape 241

Introduction 241

Foundational Self-Assessment: Where Are We Now? 241

Strategic Frameworks for Growth 242

Marketing Intelligence: The Four Ps 242

Competitive Positioning: Porter’s Generic Strategies 243

Leading Change Proactively 243

Increasing Services 243

Financial Resilience and Mastery 244

Doctor Production and Salary 244

Raising Prices 245

Employee Retention 245

Hours of Operation 246

Client-Centric Growth Strategies 246

Marketing in Motion: Building Visibility and Trust 246

Team Growth and Leadership Development 247

Technology Adoption and Generational Dynamics 247

Community, Reputation, and Brand Stewardship 248

Conclusion: Growth That Endures 248

Chapter Activities 249

Practice Growth Self-Assessment 249

Quarterly Practice Growth Plan 250

References 251

15 Tying It All Together: Leading Forward in Veterinary Medicine 253

Glossary of Terms 000

Index of Key Terms 000

Thematic Index of Key Terms 000

Index 000

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.