Office Management Study Guide

Question 1

Sympathy

Answer 1

Expression of care, concern, or sorrow whilst maintaining emotional distance

Question 2

Empathy

Answer 2

Ability to understand someone’s emotions

Question 3

Communication

Answer 3

Exchanging info, empathy, and/or knowledge between workers and clients

Question 4

Non-Verbal Communication

Answer 4

Behavioral signs, gestures, expressions, etc

Question 5

Euthanasia

Answer 5

The act of putting an animal down through sedatives

Question 6

Name two ways you can personalize a phone call with a client

Answer 6

Say their name, and say their pet’s name

Question 7

What are some ways you can show active listening over the phone?

Answer 7

Signs of acknowledgement
Follow-up questions
Repeating stuff back

Question 8

If you are unsure what could be wrong with the patient, what is one thing you should always recommend to the pet owner?

Answer 8

Coming in, and making an appointment

Question 9

List three reasons why it is important for vet clinics to keep accurate records

Answer 9

Legal reasons
Track patient health
Communicate between staff

Question 10

What is the acronym that helps vet clinics keep uniform documentation?

Answer 10

Subjective
Objective
Assessment
Plan

Question 11

What are some reasons you would want to stagger appointments?

Answer 11

Prevent overcrowding
Give breaks
Give room for the more important priorities (eg. surgery)

Question 12

Name two things you can ask a pet owner to gauge their pets quality of life?

Answer 12

Hygiene and Mobility

Question 13

When performing the euthanasia procedure, how shouldd you be interacting with the pet owner?

Answer 13

Calm, collective, clear manner
Basic terms

Question 14

Name and describe one way euthanasia procedures can be performed

Answer 14

Intrahepatic
- 2 ml/10lb
- Anesthetic needed
- Death within 2 minutes

Question 15

The clinic used 75 syringes in the past 4 months. The quantity per unit is 25. Order supplies for 2 months

Answer 15

2 units

Question 16

The clinic used 300 gauze pads in the past 4 months. The quantity per unit is 35. Order supplies for 5 months

Answer 16

11 units

Question 17

The clinic used 375 cotton swabs in the past 3 months. The quantity per unit is 100. You need to order supplies for 6 months.

Answer 17

8 units