Exam 2 Flashcards
2 things needed to experience compassion fatigue
Ability of empathy and a caregiving relationship
Secondary traumatic stress is stress felt when experiencing an event _
secondhand (usually by listening)
If secondary traumatic stress is unresolved, will lead to
compassion fatigue
Common causes of compassion fatigue
-Difficult clients
-Not enough time
-Discussing fees
-Problems with coworkers
-Lack of clarity about responsibility
-Lack of work-like balance
What is described?
-Symptoms manifest similar to CF
-Occurs over long period of time
-Takes longer to resolve than CF
-Can happen to non-caregivers
Burnout
Managing fatigue and burnout
Awareness, Emotional intelligence, Balance, Setting boundaries
Transferable skills
skills that have been gathered through various jobs, hobbies, sports, or other experiences
Personal skills
Positive attitude, adjust to team environments, strong work ethic
steps of organizational development
-Define problem
-Design solution
-Implement solution
-Evaluation
Information must be learned and _ immediately in adults, or the retention rate is lower
implemented
Which learning method increased retention in adults? Push or pull
pull- students pull info to themselves through research
What is succession planning
identifying and fostering growth of high performing team members and preparing them to fill critical positions in the future
What is talent management
building the team to deliver the strategic goal that has been put in place through training and development
Types of marketing
Direct, indirect, internal, external
4 P’s of marketing
Product, Place, Price, Promotion
_ marketing does not deliver immediate results
external
Marketing that should occur without thought
-Client education
-Clean facilities
-Genuine service
-Professionalism
-Compassion
What do bookkeepers do
maintain accounts payable, payroll, and accounts receivable
Who is the first choice when choosing a professional accountant, they must pass extensive exams and attend yearly CE, are held to highest professional standards
Certified Public Accountant (CPA)
Accrual-based method of financial management
-income and expenses are recorded when they occur
-includes accounts receivable and accounts payable
Cash-based method of financial management
-Income measured when cash is received and expenses are measured when cash is spent
-does not include accounts receivable
What is a balance sheet
a financial report detailing practice assets, liabilities, and owners equity
What is a cash flow statement
report on the sources and uses of cash during a given period of time
Profit and loss statement aka income statement is
summary of income, expenses, and profits
Budget is
an estimate of revenues and expenses over a given period
Intangible property is
nonphysical property that has values: franchises, copyrights, client lists, goodwill, noncompete agreements are examples of intangible property
What is tangible property
physical property that has value such as desks, chairs, equipments, computers, software, and vehicles
Average client transaction (ACT)
average of every transaction DVM is credited for
Average doctor transaction (ADT)
patient visits and diagnostics only
External benchmarking is the ability to
compare one practice to another locally, statewide, and nationally
Internal benchmarking is
analyzing benchmarks with practice history
Benchmark numbers are available from
AAHA, VHMA, AVMA
Formula for analyzing profits
Revenue - expenses= profit
Accounts receivable should not exceed _% of gross revenue
1%
As accounts receivable (AR) increases, _ decreases
profit
An insurance premium is
amount an owner pays monthly or annually to obtain insurance for his or her pet
Insurance deductible is
amount owner must pay before insurance company will offer compensation
Co-pay is
percentage that O is responsible for once the deductible has been met
3 parts of a message
verbal, paraverbal, nonverbal
Reminders are for
vaccines, exams, testing
Recalls are for
sx, vaccines, illness or injury
Goal of client retention
70-75% over 3-year period
5 stages of grief
denial, anger, bargaining, depression, accepting
