Elizabeth Stark, Ann-Marie Montou

Leadership and Business for Veterinary Professionals

• Broschiertes Buch

Produktbeschreibung

Empowering veterinary professionals with the leadership and business skills to grow, lead, and thrive at every stage of their journey Leadership and Business for Veterinary Professionals is a practical, empowering guide designed to elevate veterinary professionals at every stage of their career. This comprehensive resource bridges the gap between clinical excellence and operational know-how, offering a deep dive into both soft and hard skills essential for thriving in today's evolving veterinary landscape. With actionable insights and real-world activities woven into each chapter, readers can immediately apply what they learn-whether it's leading with authenticity, strengthening team dynamics, or understanding the financial levers behind a successful practice. Inside, readers will explore: * Core leadership concepts, from transformational and situational styles to leading through influence rather than authority * Communication strategies that strengthen teams, including assertive communication and navigating difficult conversations * Emotional intelligence, workplace culture, and techniques to foster wellness and belonging * Career development tools such as resume writing, interviewing skills, and guidance on industry involvement * Business fundamentals, including finance, compliance, team leveraging, practice growth, competitor analysis, and tax basics (including 1099 contractor insights) Written by experienced veterinary leaders who have walked the walk, Leadership and Business for Veterinary Professionals delivers clarity, confidence, and a toolkit for navigating the complex, fast-paced world of modern veterinary care. Whether you're a technician stepping into leadership, a manager refining your business acumen, or a rising professional ready to shape the future of vet med-this book is for you.

Produktdetails

• Verlag: Wiley
• Erscheinungstermin: 4. Februar 2026
• Englisch
• ISBN-13: 9781394325337
• ISBN-10: 1394325339
• Artikelnr.: 74966095

Autorenporträt

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.

Inhaltsangabe

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