Planning the process, communicating it to others, timing the steps, and unforeseen drama. Despite what you think, I am referring to preparing Thanksgiving dinner with family, not a day at my veterinary hospital.
But you were pretty close to being correct.
The funny thing is, there are more similarities between managing a veterinary practice and preparing the annual feast than I had not realized until I took the lead on hosting Turkey Day last year.
There were painful starts and stops, miscommunication, and recipes that did not turn out how they should. There were even slight personality clashes, but we all worked through it.
When the fanfare had finally concluded, and the guests were gone, I took a deep breath and plunged into my favorite chair to digest the words of Brene Brown, one of my favorite authors on leadership.
In her book, "Dare to Lead," Brene Brown helped me closely examine what a leader truly is. She defines a leader as "Anyone who takes responsibility for finding the potential in people and processes and who has the courage to develop that potential." As practice managers, we know very well that just about everything - new hires, new policies, and new procedures – requires a leader to develop them. If problems occur, that doesn't mean you are a bad leader. It just means that you need to develop trust in yourself and the process. Brown also emphasized that to be a good leader, you must have some vulnerability. She writes, "We must trust to be vulnerable" and "need to be vulnerable to build trust." Great advice: I will take it.
Actually, not only will I take it, but in the spirit of Thanksgiving, allow me to share this and more. Before the Tryptophan from our turkey dinners puts us all to sleep, let me share sage (not the herb in the stuffing) pieces of advice from “Dare to Lead" that have helped me in my practice:
- Circle Back – The concept of "circle back" is a powerful tool for managers handling multiple people and priorities, as it emphasizes the importance of follow-up and accountability in communication. In a busy environment, we all juggle numerous tasks, meetings, and concerns from different team members, which can lead to partial conversations or unresolved issues. When this happens to you, commit to "circle back" to your team members. That way, no matter how busy the day gets, every conversation is revisited if necessary, and nothing important falls through the cracks. This shows your team members that their input is valued.
- Permission Slips—These slips are not literal but serve as mental or written notes, granting team members the freedom to express feelings, admit when they don’t have all the answers, ask for help, or take a break when overwhelmed. For a veterinary hospital team, permission slips can enhance communication, encourage self-care, and reinforce the idea that it's okay to be human and imperfect, even in a professional setting. This approach ultimately leads to better teamwork.
- Square Squad – The "square squad" refers to a small, trusted group whose opinions truly matter. You can identify a handful of colleagues, mentors, or even fellow VHMA members who are supportive, honest, and aligned with your goals. This "square squad" can serve as a reliable sounding board for testing ideas, receiving constructive criticism, or seeking advice during challenging situations.
- Clear is Kind and Unclear is Unkind – Brené Brown's principle significantly impacts a veterinary hospital team, where clarity is crucial for patient care and office efficiency. In this context, clear communication ensures that everyone understands expectations, tasks, and procedures, minimizing the risk of errors that could affect patient safety or workflow. Conversely, unclear communication can lead to confusion, mistakes, and frustration among staff, ultimately affecting the quality of care and the effectiveness of the practice and its team.
- Embrace the Suck – This is a good one. The phrase encourages us all to acknowledge difficult situations rather than avoid them. By embracing the suck as the office manager, you can show your team that it is ok to face uncomfortable moments head-on. This mindset promotes problem-solving, which is a win-win for all involved.
Did I pique your interest? Want to "rumble?" I won't explain that term, but I will whet your appetite by telling you that, according to Brene Brown, rumbling is good for your practice. So, maybe treat yourself to her book as your holiday gift.
As for me, I wish you a November filled with family, food, and happiness! I am thankful for each one of you!
Scott Zimmerman, BFA, CVPM
VHMA President
#PracticePulse