PetVet January February 2019

WWW. PET VETMAGAZINE .COM

VOL. 2 ED. 1 • JANUARY / FEBRUARY 2019

10

WAYS TO MEET

sOMEONE SPECIAL

In with

Dr. Ernie & Laura

Ward

SPEAKING

"DOG" HOW LEARNING

PRACTICAL CANINE

BEHAVIOR CAN BENEFIT YOU

& YOUR STAFF

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PETVET MAGAZINE

JANUARY / FEBRUARY 2019

PETVET PROFILE

CONTENTS 6 7 8 10

A Practical Guide for Pet Health Professionals

24

Veterinarian Life Advice PetVet Advisory Board 6 Ways to Build A Top Customer Service Team The “Natural Choice”: The Growing Trend Towards Supplements

14 Dr. William Waddell: An African –

American Veterinary Pioneer

with

18 Speaking “Dog”: How Learning Practical Canine Behavior Can Benefit You & Your Staff

Dr. Ernie & Laura Ward

28 Looking for Love: Get Ready

By Steve Dale

to Bumble

32 PetVet 10: Ten Things to Do This Month

30

34 High School Student to DVM:

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Dr. Ernie and Laura Ward have been married for twenty-five years, and have been together since they met freshman year of undergrad at Darton College in Albany, GA.

L

aura, who was slightly embarrassed to tell the story of their first encounter, says it was during a water pistol battle, when Ernie turned a corner in the school library and was shot with H20 by Laura.

Why is that story so embarrassing?

“I love libraries,” says Laura.

Ernie finishes her sentence, as they sometimes do, “Water is, after all, the enemy of paper.”

The couple continued to date while Ernie was attending the College of Veterinary Medicine at

Tufts at Tech

the University of Georgia, and Laura was getting her master’s degree at the University of Georgia in Speech Pathology.

Ernie recalls, “We knew we’d be together, and we were a tight couple, but c’mon, getting married in vet school?”

This time, she finishes his sentence, “That’s not a good idea, and we saw what could go wrong. And we were both so incredibly busy.”

Unfortunately, Laura was soon off to Braintree in Boston on a PhD track, and lived a life she calls

WAYS to MEET

SOMEONE

ON THE COVER WWW. PET VETMAGAZINE .COM

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PETVET MAGAZINE

WAYS TO MEET

sOMEONE SPECIAL

In

PetVetMag

@PetVet_Magazine

with

Dr. Ernie & Laura

Ward

SPEAKING

"DOG" HOW LEARNING

PRACTICAL CANINE

BEHAVIOR CAN BENEFIT YOU

& YOUR STAFF

Copyright January 2019. PetVet Magazine is published bimonthly by Barkleigh Productions, Inc, 970 West Trindle Road, Mechanicsburg PA 17055. Postmaster: Send change of address to Pet Vet Magazine c/o Barkleigh Productions, Inc., 970 West Trindle Road, Mechanicsburg PA 17055. No part of this publication may be reproduced without written permission of the publisher. Editorial offices: 970 West Trindle Road, Mechanicsburg PA 17055. (717) 691–3388 FAX (717) 691–3381 Email: info@barkleigh.com

Dr. Ernie & Laura Ward

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5

VETERINARIAN LIFE ADVICE

Your Motivation Starts Here LIFE ADVICE FROM THE COOLEST VETERINARY PROFESSIONALS WE KNOW

“

CONTACT Inquiries: info@barkleigh.com

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STAFF Publisher Barkleigh Productions, Inc.

YOU HAVE TO TAKE

President Todd Shelly Vice President Gwen Shelly Chief Operations Officer Adam Lohr Executive Editor Rebecca Shipman

RATHER THAN YOUR

Art Director Laura Pennington Senior Graphic Designer Jenn Barraclough Junior Designer Jenny Thomas Web Master Luke Dumberth

That job may be the one that teaches you the skills that you need to move to the next level and will feed you while you get there.”

Director of Marketing & Client Relations James Severs Administrative / Marketing Assistant Karin Grottola Marketing Coordinator Alyx Robertson Social Media / Pr Coordinator Chelsey Hall

Jenifer Chatfield, DVM, DACZM Veterinarian at the 4J Conservation Center, Dade City, FL

6

PETVET MAGAZINE

ADVISORY BOARD

Meet our EDITORIAL

ADVISORY BOARD!

PetVet’s advisory board is here to help ensure quality content to motivate & educate Veterinarians and their staff.

Jenifer Chatfield DVM, DACZM

Courtney Campbell DVM “My passions ultimately drove me towards becoming a veterinarian, but when I was growing up I briefly flirted with the idea of becoming a magician. As a veterinarian, the ability to save lives, keep animals healthy, and strengthen the human–animal bond makes me realize there’s nothing more magical than that.”

Alberto Fernandez DVM, DACVECC

“People should be so lucky as to get to be a veterinarian. The broadbased education empowers us to be successful in multiple fields and affords us the opportunity to choose how we spend our professional time.”

Julie Legred CVT

"The human race will not be possible without the animal kingdom. It is our duty to take care of those that provide to us and to me it is an honor to do so."

Lisa Powell DVM, DACVECC

“I have had the privilege of working with a variety of animals in my career and my passion has allowed me to be involved in teaching veterinary students, interns, residents and other veterinarians. I continue to enjoy going to work every day to help critically ill dogs and cats, and love the client interactions as well. I am proud to be a part of this advisory board to help teach and spread my love for this profession to others in the veterinary community.”

Jill Richardson–López

“I have worked in many areas of veterinary medicine and veterinary technology over the last thirty five years, and it is amazing how far our profession has grown and paved the way for the betterment of animals' lives and happiness, as well as improving public health issues. It is an honor for me to be a part of this advisory board to offer additional education and opportunities to grow in our profession.”

A Practical Guide for Pet Health DVM, MBA Professionals

“Do something every day to make an animal’s life better.”

S Q UA R E LO G O

A LT E R N

PETVETMAG PETVET_MAGAZINE

A Practical

DISP

CO LO R S

BE

808285 PETVET MAGAZINE

C0 M0 Y0 K60

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HEAD

CLIENT SERVICES

O

nce you’ve got that great employee hired, you have to provide high-quality training—especially customer service training—and follow up on that training to ensure employees are implementing the skills they learned.

There are many factors that go into creating an employee training program, but here are some steps to get you started:

1

TOP

CUSTOMER

SERVICE TEAM

By Amy P. Castro “Hire for attitude, train for skill,” is a philosophy of many customer-focused organizations, such as Southwest Airlines and Doubletree Hotels. However, too many organizations don’t provide the structure or effective training programs to actually accomplish the “train for skill” part.

8

Identify what types of client interactions your employees will encounter. There’s no point in sending employees to telephone skills training or having a phone skills trainer come into your practice if the employees attending spend little to no time on the phone with your clients. It’s critical that you look at how the employee is going to spend his or her time interacting with clients and train accordingly.

Will the contact be face–to–face at the front desk, face–to–face in the exam room, on the phone, or via email? If more than one type of contact applies, what percentage of the employee’s time will be spent on each?

Once you identify the need, you can start searching for the appropriate customer service training.

2

Identify what your clients expect from your employees. Hopefully you’ve already done this as part of your hiring process. But, if you haven’t, you’ll need to know what your clients expect from your employees and your practice. Is it punctuality? Friendliness?

Courtesy? Scheduling skills? Organization skills?

Technical skills? It’s easy to say that all clients expect all of these. However, the reality is, your practice type, size, location and other factors impact your client base as well as your clients’ needs and expectations.

A small animal practice in New York City will have clients with different expectations than a large animal practice outside of San Antonio, Texas. Knowing what your clients expect will help you identify if your employees need training in time management, etiquette, conflict resolution or other customer service skills.

3

Find quality training programs that are aligned with your practice. With so many approaches to training these days, it can be hard to identify what direction you should take. Should you seek online programs? If so, should they be self–paced or live-scheduled? What about those $99 all–day, off–site mass seminars offered by the

PETVET MAGAZINE

4

Create training plans for each position in your practice. Just like every position in your practice should have a job description, every job should also have a sequenced list of required training and a time–line for completion for an employee to be considered “competent� in customer service for that position. Additionally, it’s a great idea to also seek the employee’s input about what skills he or she thinks are needed to perform the job optimally. Let the employee seek training options and present you with the information for you to discuss.

This empowers employees to take a role in creating the direction for their careers.

5

Reinforce training once employees have completed it. It’s always amazing to me that practice owners and managers will send employees

to training and then never follow up with the employees once they’ve completed training. If you want to make the most out of the money you spend on training your employees, follow up. Here are some things you can do: • Meet with employees once they’ve completed training to find out what their top take-aways are and how they plan to implement what they’ve learned. • Ask employees to present an overview of the training at your next staff meeting and share with your team how your practice can implement new processes and procedures they have learned. • Have employees who are thoroughly trained and who have embraced the lessons learned act as mentors to new employees. It’s critical that new staff members have a great role model to follow in creating the face of your practice. • Reward those who complete training and implement new skills. Good work that gets recognized is likely to be continued!

6

Don’t forget to seek training for yourself.

The greatest training in the world will not help your employees if you don’t set the example for

great customer service behavior yourself.

Employees are not going to “do as you say, not as you do.â€? They’re going to follow the example you set. Therefore, if you’re not modeling great service behavior and participating in the same or similar training as they are, they’ll never embrace the new skills learned and your money will be wasted. ďƒŒ Amy P. Castro is a customer service and communication expert, sought-after speaker, and author of several books on communication including Practical Communication.

Her passion for helping animals began when she worked at a veterinary practice for more than 8 years. Amy is an active animal foster, having fostered more than 500 animals in recent years.

In 2017, she founded Starlight Outreach and Rescue, a nonprofit corporation dedicated to helping Houston-area animal shelters provide medical care and other services to save the lives of animals who might otherwise be euthanized. To learn more about Amy, visit her website at www.Amy-Castro.com.

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big, international training companies? Or should you hire a trainer to come into your practice and present a customized program just for your staff?

The answer will depend on your employees’ schedules, learning styles, your budget, and your employees’ willingness and ability to implement skills learned.

Either way, be sure to get references, check out testimonials and confirm that the training you’re purchasing contains quality content that is taught by a subject–matter expert, and that the content will help you achieve your goals.

Additionally, be sure that the training is in sync with your practice’s values, policies and procedures. In my work as a speaker and trainer, before I develop a program for a client, I always get to know the organization, its mission, values, goals and policies, and ensure that the training I provide is aligned and reinforces what the organization is all about. If it’s not, it’s a waste of the organization’s money to have me come in and train employees to do things in a way that the organization cannot or will not support.

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9

BUSINESS TRENDS

CHOICE

THE

THE GROWING

TREND TOWARDS SUPPLEMENTS

By James Bascharon, DVM

A

s the world of veterinary medicine continues to evolve, so do natural treatment options for pets, including the use of all–natural supplements. If you have any doubts on the popularity of supplements consider this; the pet supplement market reached roughly $2.5 Billion in sales in 2017 and is expected to continue to grow in the coming years. There is a shift among pet parents to seek healthier and more natural treatment options for themselves and their pets, and many are seeking their veterinarian’s advice on the use and benefits of supplements.

The Veterinarian’s Role The veterinarian’s role is to advise pet parents on the health and wellness of their pets, and this needs to include a multi–faceted approach aimed towards both prevention and treatment.

Prescription veterinary diets have traditionally been a staple in the prevention and management of a variety of medical conditions in pets including renal, hepatic, urinary, osteoarthritis and other conditions. They were first introduced by Hill’s in 1951, and thus without

10

recognizing it, veterinarians have been using nutritional supplementation as an integral part of their therapeutic approach for almost seven decades. Fast forward to 2019, we now have a wide range of supplements that encompass both broad and specific health issues that can offer similar or added benefits when compared to prescription diets.

Included in the range of supplement options are those that are intended for overall digestive, immune and general health, as well as supplements for disease-specific conditions such as osteoarthritis, hepatic, behavioral issues, dental disease and everything else in between. With the plethora of supplements available in terms of conditions, ingredients, brands and quality, the veterinarian’s role in guiding their clients to the right choice is not only more difficult, but also more important than ever.

Integrative Approach = Practicing Better Medicine There are three main approaches to practicing veterinary medicine. Traditional veterinary medicine is what most veterinarians subscribe to and actively practice.

PETVET MAGAZINE

This form of medicine relies heavily on vaccines, drugs, medications, diagnostics and surgical intervention to treat individual disease(s) and body organs and systems.

Holistic veterinary medicine uses natural, homeopathic and herbal medicines, as well as treatments such as acupuncture for a less invasive and more holistic approach. There are multiple clear advantages and disadvantages to both.

At the crossroads of the two is Integrative veterinary medicine, which utilizes the best of both worlds for a more comprehensive approach.

Integrating the use of natural supplements in conjunction with traditional drugs and medications allows the veterinary practitioner to get the advantages of Traditional medicine (i.e. more immediate and dramatic results) with the advantages of Holistic medicine (i.e. minimizing side effects & long–term management). Clients appreciate a comprehensive approach that incorporates both natural and preventive measures, along with traditional medications to ensure the health and well–being of their pets.

Whereas veterinarians previously reserved supplements as OTC recommendations to be purchased outside of the veterinary practice, more practice owners are recognizing that dispensing supplements in-clinic represents practicing a higher quality of medicine while providing additional clinic revenue through added product sales.

Many clients are already familiar with common types of human supplements that they use for themselves and typically will expect supplement recommendations to be offered as part of the treatment options for their pet. For those clients who are unfamiliar with supplements (either human or veterinary), the

added guidance can add significant value to the veterinary visit and can increase overall client satisfaction.

Guiding Clients on Supplement Options To understand how to recommend the right supplements for patients, it is important to understand common questions and concerns that clients have in regards to using supplements.

For most clients, the wide variety of choices in supplements can be very confusing. It is therefore important for the veterinarian to become familiar with trusted brands/companies that deliver high quality ingredients with reliable sourcing.

Unfortunately, with the advent of market places such as Amazon, the barrier to entry for any would–be– opportunist looking to sell their own brand of pet supplement is lower than ever. Veterinarians should therefore consider becoming familiar with trusted supplement companies through

Clients appreciate a

comprehensive

approach that incorporates both natural and

preventive measures, along with traditional medications to ensure the health and wellbeing of their pets.

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veterinary trade–shows at CE events, through veterinary distributors, veterinary journals and peer reviewed studies before recommending them to others.

Clients will typically have questions involving overall safety, side effects, palatability and dosing of supplements.

Additional questions will be around length of use, and if combining supplements together or with other medications poses a problem. Because

Skin & Coat

SUPPLEMENT TYPE

Skin & Coat Dental/Oral Dental/Oral Hip & Joint

Hip & Joint Digestive Probiotic/

these questions vary for each individual supplement, it is important for the veterinarian to become familiarized with the supplements the same way they would prior to prescribing prescription drugs and medications.

Current Supplement Options The diagram below illustrates some of the different supplement option categories that veterinarians can recommend

for common conditions in pets. In the practice of veterinary medicine, it is important to “practice” recommending both traditional medications along with supplements as part of a comprehensive therapeutic approach.

When considering which categories and types of supplements to carry in–clinic (or to recommend) it is helpful to consider including some or all of the options from the following:

CATEGORIES OF SUPPLEMENTS

Weight Loss/Metabolic

INDICATIONS

TYPICAL INGREDIENTS

Anal Glands Weight Loss/Metabolic

Glucosamine, Chondroitin, Osteoarthritis, Anal Glands overall joint health & Green Lip Mussel, Omega Immune & Wellness Fatty Acids, MSM protection

Immune Wellness Eye &&Ear

Probiotics, prebiotics, FOS, Probiotic/ Digestive General Eye GI& health, Ear Behavioral/Cognitive Organs, Heart & Liver enzymes fiber, digestive colitis, Vital IBD, etc.

Skin & Coat Weight Loss/Metabolic Behavioral/Cognitive Vital Organs, Heart & Liver

Dental/Oral Hip & Joint Probiotic/ Digestive

Natural Zeolites, Extracts, Chlorophyll, Vitamin A & WellnessB12, Folic Acid

Dental disease, Anal Glands gingivitis

Immune &

BENEFITS Support regeneration of cartilage & synovial fluids, reduce need for NSAIDS & opioids Supports healthy microflora, improved stool consistency Mimics daily brushing, mechanical action to clean teeth

Eye & Ear

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Behavioral/Cognitive

Vital Organs, Heart & Liver

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PETVET MAGAZINE

igestive

Cognitive gestive

Cognitive

SUPPLEMENT TYPE Skin & Coat

INDICATIONS TYPICAL INGREDIENTS BENEFITS Weight Loss/Metabolic

Dental/Oral Skin & Coat

Dermatitis, atopy, Vitamin A & E, Quercetin, Anal Glands Weight Loss/Metabolic excessive shedding, Bromelain, Fish Oils, Omega Immune Wellness Fatty Acids other skin&conditions

Hip & Joint

Dental/Oral

Probiotic/ Digestive

Anal Glands

Eye & Ear anxiety, Separation CBD, Amino Acids, Hip & Joint Immune & Wellness calming for stressful Behavioral/Cognitive Vital Organs, Heart &Extracts, Liver Valerian, Weight Loss/Metabolic events (i.e. thunderChamomile Probiotic/ Digestive storms) Eye & Ear

Anal Glands Weight Loss/Metabolic Prebiotics, Probiotics, Behavioral/Cognitive Vital Organs, Heart & Liver Overall wellness, Immune & Wellness Vitamins, Minerals, general health, Anal Glands Nutrients immune support Eye & Ear Immune & Wellness Enzymes, Extracts, Ocular & vision Vital Organs, Heart & Liver health, tear staining, Vitamin A & E Eye & Ear otitis externa

Vital Organs, Heart & Liver Weight Weight Loss/Metabolic Loss/MetabolicObesity Loss/Metabolic Anal Glands Anal Glands Weight Loss/MetabolicAnal sacculitis, ands Immune & frequent impacted Immune &Wellness Wellness Anal Glands and/or infected & Wellness Eye & Ear gestive anal glands gestive Eye & Ear Immune & Wellness ar Cognitive Vital Organs, Heart Hepatic or Cardiac Cognitive Vital Heart& &Liver Liver gestive Eye &Organs, Ear Disease rgans, Heart & Liver Cognitive Vital Organs, Heart & Liver Beyond offering numerous health benefits and promoting preventive medicine, supplements typically have minimal side effects, are safe for longterm use, and can be a cost-effective option for the management and prevention of many common conditions in pets. So the next time you reach for the antibiotic, steroid, or NSAID; consider the natural choice and integrating a supplement to your treatment plan. James Bascharon is a veterinarian, entrepreneur, and the Founder & CEO of Vetnique Labs. Vetnique Labs is an animal health company that focuses on innovative pet products and supplements for companion animals. James is also the creator of Glandex®, the first treatment designed for pets with anal gland problems. He is an innovator in the field of veterinary

Improved dermal barrier, reduced inflammation, minimize need for other allergy meds (steroids) Reduce need for behavioral medication, reduce anxiety, client satisfaction Preventative approach, support healthy body functions, ensure proper nutrition Supports healthy tears, reduces discomfort & itching

Fiber, Extracts, Bromelain, Magnesium Stearate

Encourages weight loss & metabolic health

Fiber, natural anti-inflammatories, omega fatty acids, digestive enzymes, & probiotics

Promote natural emptying of anal glands & digestive health, reduce need for anal expressions & reduced infection

Amino acids, Vitamin E, omega fatty acids, nutrients

Support healthy liver & cardiac functions, reduce need for drugs

medicine and continues to explore novel therapeutic options for pets. As a veterinarian, his focus has been on emergency, house call and general medicine. James’

love for pets and veterinary medicine began at a very young age, shadowing and helping his father (also a veterinarian) in their family businesses.

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13

Why It Matters to Me

DR .

A N A F R I C A N - A M E R IC A N

VETERINARY PIONEER

By Dr. Courtney Campbell “We are each other’s harvest; we are each other’s business; we are each other’s magnitude and bond.” — Gwendolyn Brooks

WHAT WOULD YOU DO IF YOU KNEW YOU COULDN’T FAIL? For those of us who have dreamt about becoming a veterinarian, graduating from veterinary school is quite an accomplishment. But that wasn’t enough for Dr. Waddell.

He was an entrepreneur, leader, researcher, writer and veterinary pioneer. Even more, his courageous attitude and indomitable spirit helped him break one of the thickest glass ceilings in veterinary medicine: diversity. This month, we celebrate Dr. Waddell’s life and legacy with these five fascinating facts about Dr. William Waddell.

HE SHATTERED THE CLASS CEILING Dr. Waddell was born in 1908 in Richmond, Virginia. He was the son of a Virginia horse driver. It was through the love of his father’s work horses that Dr. Waddell developed an affection for animals. He began his study of veterinary medicine at Lincoln University 14

and continued at University of Pennsylvania. Despite battling the ubiquity of racial discrimination and the economic malaise of the Great Depression, Dr. Waddell still passed the Pennsylvania State Board of Veterinary Medicine in 1935, becoming the first licensed Black veterinarian in the state. Later in his profession, he also became the first African-American veterinarian to practice in West Virginia.

HE WAS AN ADVOCATE AND PIONEER Dr. Waddell championed the science and practice of veterinary medicine to improve the health of people and animals. To further this cause, he joined the American Veterinary Medical Association which made him the first African American to do so. He continued his pioneering and groundbreaking ways by co-founding the Tuskegee Institute School of Veterinary Medicine with Dr. Frederick Douglas Patterson in 1945. There he

PETVET MAGAZINE

SHORELINE

PROGRESSI V E TO HIS CORE Working with George Washington Carver, he harnessed one of the medical properties of peanut oil to create a creamy gemish to help treat wrinkles.

served as the school’s first faculty member and developed novel research projects with George Washington Carver.

PROGRESSIVE TO HIS CORE Dr. Waddell’s intellectual curiosity lead him to investigate the medicinal properties of peanuts which was, at the time, cutting–edge research. Working with George Washington Carver, he harnessed one of the medical properties of peanut oil to create a creamy gemish to help treat wrinkles. He accompanied Carver to president Franklin Delano Roosevelt’s Georgia retreat where they massaged him with peanut oil to help relieve the discomfort of his paralysis.

George Washington Carver and Dr. Waddell worked together from 1935 until Carver’s death in 1943. From 1935-1941, Waddell also researched calcium and pokeberry weed. After Dr. Waddell left Tuskegee, he practiced in Morgantown, West Virginia. He then moved to Fargo, North Dakota, where he supervised the eradication of tuberculosis in cattle in the great Northwest. He received accolades from the governor for his efforts.

HE WAS A PATRIOT Dr. Waddell served his country with pride and honor. He was the first Black commissioned member in the Officer Reserve Veterinary Corps. From 1941 to

16

PETVET MAGAZINE

HE WAS A PATRIOT Dr. Waddell served his country with pride and honor. He was the first Black commissioned member in the Officer Reserve Veterinary Corps.

1946, Waddell served the U.S. 9th and 10th Cavalry Regiments of the United States Army as a Buffalo Soldier. The Buffalo Soldiers were originally established

by Congress as the first peacetime all-black regiment in the United States Army, but later operated during wartime. Showing true leadership and self-sacrificing dedication, Waddell served abroad during the Italian campaign of World War II and was later wounded in action in North Africa.

He continued to attend Buffalo Soldier reunions each year up until his death.

HE UNDERSTOOD THE IMPORTANCE OF THE HUMAN-ANIMAL BOND Animals have been helping to protect human lives for centuries. The relationship between the military and animals was born during the Revolutionary War and matured with the creation of the U.S. Army Veterinary Corps in 1916. Dr. Waddell understood the importance of military veterinarians while serving as a Lieutenant in the United States Army. As a Buffalo Soldier, he worked as the brigade’s veterinarian to over 10,000 horses and mules. By the time he retired from service, he had earned 135 service medals.

‘paying it forward.’ He received a lifetime achievement award at the National Veterinary Association meeting in Honolulu and an annual scholarship named in his honor was created by the NAACP Honolulu Branch. Through his service to his country, treatment of animals, creation of new knowledge, and kindness to others, he changed the lives of humans and animals. In a profession which is still

believed to be the one of the least diverse professions in America, he opened doors and blazed a trail for minorities to pursue careers in veterinary medicine. Dr. Waddell had dogged determination to achieve his goal. It’s because of his steadfast commitment to making a difference that he became a pioneer, trailblazer and model veterinarian who continues to be an inspiration to so many. 

REFERENCES https://www.theatlantic.com/business/archive/2013/11/the-33-whitest-jobs-in-america/281180/

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This month we celebrate Dr. Waddell who was a patriot, a veterinarian, and an advocate, who strongly believed in

PETVET MAGAZINE

17

“SPEAKING

BEST PRACTICES

Practical

CANINE BEHAVIOR CAN BENEFIT YOU AND YOUR STAFF

By Lynne Swanson, DVM

18

I

“

How Learning

f you were approached by someone speaking Tamil, Russian or Swedish, would you easily understand them?

Would their attempts at communication set you and the other person up for success? What if they used social cues reflecting cultures you didn’t know? Would it make it easy to work together as a team?

Probably not without a little help. Communication is clearer when parties use the same language and when they follow the same social cues. The more languages and cultures we understand, the more powerful our ability is to connect with others.

Some languages are difficult to master, but "DOG" isn't one of them…despite some unique social cues. When people understand canine body language and when we honor canine social rules, we communicate better with the dogs in our care. We also prevent common behavioral issues, including (but not limited to) stranger reactivity, aggression, resource guarding and certain types of barking.

Canine body language is rooted in posture, position, movement and energy, and dogs interpret our posture, positions, movement and energy (in quantity and quality) in the context of their species.

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PETVET MAGAZINE

HERE ARE

4 WAYS

SIMPLE

1. Reach straight down (& not out!)

Even dogs that are familiar with you may hesitate to come close if you reach out for them.

This is where a slight adjustment in direction and posture can make a huge difference. Turning to face the same direction as the dog before taking a short step away with few taps of your hand against your leg encourages him to approach to your side, so you can then reach down for him (as opposed to reaching out). With small dogs, crouching helps. You moving to allow side–by–side positioning sends a more inviting and less intimidating message than standing still and reaching out ever will. Add a gentle “Come here, sweetie,” and most dogs will happily approach.

2. Pass small dogs between people back first Ask any Chihuahua. Hand–held dogs hate being passed face–first to other people, and many get quite reactive as a result. Face-first movement pushes a dog into another’s personal space, and it disregards polite canine “smell my butt” social cues. Passing a small dog back first avoids these issues while allowing the original holder to be a calming point of reference. It is safer for everyone involved and less confrontational for the dog.

Vet Tech: Hi Sam. Welcome back to our clinic. I see Zeus is ready for a nail trim.

Sam: He needs it badly, but I’ve been afraid to bring him in. He hates his feet being touched and I don’t want any of you to get hurt.

Vet Tech: Smiling because Sam’s attention has shifted off his 110–pound Rottie to her, and he’s transmitting less concern down his leash to his dog. No problem.

Zeus is usually a big mush once he gets in the back with us.

Sam: So you say, but he doesn’t want to leave my side right now.

Vet Tech: That’s okay. To let him see he doesn’t have to be protective of you, I’d like you to walk him around me and stop at the point where he’s standing between us and we’re all facing the same

PETVET MAGAZINE

direction. Sam does this as the Vet tech continues a light conversation and eye contact with Sam. She knows his movement and relaxation will put Zeus more at ease.

Vet Tech: Excellent! Now let’s just stand side–by–side for a few seconds so Zeus can be comfortable with you adding him to my team. 5 seconds pass.

Vet Tech: Zeus appears so much more relaxed right now. I’d like you to pass me his leash, but remain standing where you are for a few more seconds. Then I’d like you to walk to a spot 10–15 feet across from us and turn to face us.

Sam does this, leaving the vet tech and Zeus standing side–by–side, on the same team. The veterinary staff can now direct a much more relaxed Zeus to the exam room.

“

3. Put owner–protective dogs on your team The concept of being ‘on the same team’ is important to dogs. When dogs walk or stand side–by–side, the psychology is a lot like a school of fish, a football team or a family. There is the spirit of unity, of security, of togetherness, and of ‘us’ and ‘them’ distinction.

This is especially true of owner– protective dogs, both large and small.

Complicating their natural wariness is often the nervousness of their owners.

Walking up to these dogs face–to–face with your hand out for their leash, even with your posture calm and confident, is never the best idea because your position places you on another team.

What is the answer? Simple repositioning, to place the dog and his owner on your team! For example:

21

"DOG"

WILL ALWAYS BE HIS FIRST

LANGUAGE

WITH "HUMAN" A DISTANT SECOND. Passing the leashes of owner–protective dogs while standing side–by– side, facing the same direction and having owners walk away to leave their dogs ‘on your staff’s team’ is so much safer (and canine–intuitive) than reaching for a dog’s leash while standing across from his owner.

4. Play the muzzle game!

Some dogs accept handling better when wearing a comfortable muzzle, especially when this relaxes the nervous or fearful energy of the people around

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them. That said, how we introduce a muzzle can make a huge difference. Do we slip a muzzle over a dog’s nose, snap its clasp, carry on with our work and whip the muzzle off when we’re none?

We don’t. What kind of message would that send to the dog? How would that set him up to be relaxed around us and happy to wear a muzzle in the future?

When it comes time to put a muzzle on, we make the experience into a pleasurable game. We use our palmed muzzle as a vessel to feed small biscuit pieces until the dog readily sticks his nose in it to get treats. We rub some whipped cheese on the nose end and, sitting or standing next to the dog (not in front of him), we let him lick a lot of it off before we slip the muzzle over his nose and take it off with a soft “good boy” and a big smile. We put it on again and then remove it with the same quiet praise.

This on/off game is repeated several times until the dog accepts the muzzle in a calm manner, at which point we snap it behind his ears, give him a short massage, take it off and put it on again, this time snapping the buckle for good. We are creating trust and good associations through repetition, the better for him to be comfortable with a muzzle in the future.

With dogs that come to us with very strong negative associations with muzzles, we ask their owners to purchase a ‘happy muzzle’ online and play our muzzle game at home prior to their trip to the clinic. It changes everyone’s perception of a muzzle from negative to very positive.

What is commonly called ‘socialization’ gets dogs used to the way humans do things—such as the way we look directly at others, reach toward them and approach their personal space with a lot of conversation but without allowing time for a good sniff—but it doesn’t make any dog less of a dog. “DOG” will always be his first language, with “HUMAN” a distant second (and dogs view some PETVET MAGAZINE

of the things we do as quite rude).

Using canine–intuitive (nose–first, moving, non–verbal and indirect) social cues will always make dogs more comfortable than using human ones.

Dogs don’t have to think about them.

They don’t have to “get used” to them. Rather, their relaxed response comes naturally.

Also keep in mind that all of the above are only suggestions and may not apply to all situations or be able to be executed in cases of extremely aggressive dogs. Safety first!

The more we, as veterinarians and veterinary healthcare team members, learn about canine culture, social cues and non–verbal communication (that is: how dogs view our posture, positions, movement and energy), the more skilled we can become when working with a variety of dogs. The bonus is, canine culture has a lot to teach us!

Rooted in balance (as opposed to drama and trauma and who–said– what–to–whom), canine culture likes to seize the moment, and when the moment isn’t so great, it gets moving, both physically and psychologically, to move on to better things.  Lynne Swanson, DVM is the author of “Learning DOG” and “SMILE! and other practical life lessons your dogs can teach you (while you are training them).”

Together with her Doberman partner, Hiker, she enjoys traveling the U.S. and Canada to speak at conferences and volunteer with the not–for–profit SMILE! Project. This project provides training for shelter, rescue, boarding, training and veterinary personnel (in groups of 30 or more, often networking together), and it raises funds to support dog rescue and the SMILE! Pet–parenting library initiative. For more information, visit www.givesmiles.us or call Jan at 252 422 0943.

Dogs are deeply woven into the fabric of our society and families. As the canine solidifies his position as “man’s best friend”, it’s more important than ever for man to understand dog’s complex social language.

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23

PETVET PROFILE

with

Dr. Ernie & Laura Ward

By Steve Dale

Dr. Ernie and Laura Ward have been married for twenty-five years, and have been together since they met freshman year of undergrad at Darton College in Albany, GA.

L

aura, who was slightly embarrassed to tell the story of their first encounter, says it was during a water pistol battle, when Ernie turned a corner in the school library and was shot with H20 by Laura.

Why is that story so embarrassing?

“I love libraries,” says Laura.

Ernie finishes her sentence, as they sometimes do, “Water is, after all, the enemy of paper.”

The couple continued to date while Ernie was attending the College of Veterinary Medicine at

24

the University of Georgia, and Laura was getting her master’s degree at the University of Georgia in Speech Pathology.

Ernie recalls, “We knew we’d be together, and we were a tight couple, but c’mon, getting married in vet school?”

This time, she finishes his sentence, “That’s not a good idea, and we saw what could go wrong. And we were both so incredibly busy.”

Unfortunately, Laura was soon off to Braintree in Boston on a PhD track, and lived a life she calls

PETVET MAGAZINE

They sought out a small, southern coastal community where they could both practice veterinary medicine as well as their hobbies, which included

SURFING & EXPLORING SHIPWRECKS. “a dream,” near Cambridge. This was only unfortunate because Ernie was in Asheville immersed in his first gig in practice, post vet school.

“Oh yes, the life was glamorous,” recalls Ernie. “She was living outside Cambridge while I was living in a one–room garage apartment.”

As intellectually stimulating as the New England life was, it also had something else…snow. And Laura wasn’t a fan. After totaling her car in 1993 (the year of the 500–year blizzard), she returned to the South, and that same year, the couple was married.

They sought out a small, southern coastal community where they could both practice veterinary medicine as well as their hobbies, which included surfing and exploring ship wrecks.

They opened a practice in the small North Carolina coastal fishing town of Calabash, where they took over a failing practice in just the right community for them. Calabash fits the Wards as perfectly as Mayberry matched Sheriff Andy Taylor.

It wasn’t long before Laura joined

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25

Both Ernie and Laura are passionate about staying in shape and eating healthy, and so are their teenage daughters, who are

BOTH VEGETARIANS. the practice as the manager; a decision that might have been a wreck of another kind, as working with and living with a spouse or partner can be challenging. In fact, sometimes the job blows up—or even the marriage.

“The opposite happened,” says Laura.

“We’re happily co–dependent. We complement each other on our different skill sets.”

“Yes, you hear these terrible horror stories of couples where it definitely didn’t work,” adds Ernie. “When we disagreed, we never did so publicly.”

In some industries, the secret is to leave your work at the office. Ernie laughs, “Not in veterinary medicine, are you kidding? Even if we left the work at the office, the work followed us home.

But we also had our hobbies.”

Another of Ernie’s hobbies is Ironman competition. Both Ernie and Laura are passionate about staying in shape and eating healthy, and so are their teenage daughters, who are both vegetarians.

He jokes, “I’m not sure our kids would even go into a McDonald’s to use their bathroom.”

It’s his interest in nutrition and being healthy that helped to motivate Ernie founding the Association for Pet Obesity Prevention. “In the ‘90’s I was routinely

26

seeing 18 lb. or 20 lb. cats,” he says. “So many pets were clearly obese, and it was somehow acceptable.”

In 2003, Dr. Steve Budsberg told him to stop talking about it and do something. And from that “dare,” he began the association. Today many veterinary organizations, including World Small Animal Medical Association and the British Small Animal Veterinary Association, have supported Ward and others to identify obesity as a disease.

The AVMA House of Delegates will soon take up the issue as well.

“Like any disease, we can now focus on prevention,” says Ward. “Feed less and exercise more is fine, but even better is to prevent obesity in the first place.”

Running a race took on an entirely different meaning for the Ironman athlete in 2014. Ernie ran for state senator against an incumbent veterinarian (who remains in office).

Though Ward lost the race, Laura says she’s glad he ran. “He did it for all the right reasons and that served as a great role model for our daughters. I really wish he had won, so many things might have changed. But I don’t mind saying I hope he never runs again.

Let’s just say I have more clarity today

PETVET MAGAZINE

involving politics.”

Their daughters, Madison and Taylor, are sixteen and seventeen, respectively.

They all share their home with two Harry Potter Border Terriers, Harry and Ginny (as in Ginny Weasly), and a kitten who was found at a local gas station and survived, what Ernie called, “the worst case of Giardia ever,” named Itty Bitty Kitty.

The Wards sold their practice in 2012 and, among other projects, are supporting a startup, meat-free pet food company called Wild Earth. Backing includes tech mogul Peter Thiel and Mars Veterinary. Wild Earth’s products are made with a sustainable protein called koji (a type of fungus).

Ernie has never been a wall–flower; he’s been an innovator, including fighting for extended vaccination protocols and against puppy mills.

Ernie adds, “We’re a restless couple dedicated to service and committed to each other. When people say soulmate, I know what they mean. From the first time I saw Laura to today, I’m grateful for the special connection we share and the life we’ve built together.

We’ll keep hanging ten together until we leave this world.” 

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LIFESTYLE

GET READY TO

BUMBLE

D

id you know that more than 49 million people have tried online dating? It isn’t a surprise that online dating is such a popular option for those looking for love. Especially for busy professionals. With an estimated 20% of committed relationships starting online, it is a viable choice to help you find love.

A new entry to the online dating market is Bumble. com, a dating site that is female–focused and allows women to make the first move, shifting old–fashioned power dynamics and encouraging equality from the start.

We reached out to Bumble.com’s in–house Sociologist, Dr. Jess Carbino, to find out how veterinary professionals can use online dating to find a love match.

Why should we consider online dating?

Online dating is one of the best ways for busy people to meet somebody. It allows them to have control

28

By Jill Richardson–López

over their schedule, and the flexibility to search and plan for a potential date on their own time.

What is Bumble?

Bumble is a free, social connection app with over 41 million users worldwide that empowers women to make the first move in every part of their lives: dating, friendship and business. Anyone with a smartphone can download the Bumble app for free to start making connections anytime and anywhere.

Why is Bumble female-focused?

Women seeking love should never have to worry about online harassment, and yet, women often bear the brunt of aggressive messages on social media platforms and dating apps. Bumble has created a female-first platform grounded in positive behavior. They

PETVET MAGAZINE

TIPS FOR CREATING

have a zero–tolerance policy for misogyny and harassment of any kind.

On Bumble, busy professional women can make meaningful connections at their own convenience while feeling safe and empowered.

How is Bumble different from other sites?

On Bumble, users can customize their profile and showcase their lifestyle preferences and values through badges, which were recently added to Bumble profiles. There’s a badge specifically for users to indicate whether they own pets or are opposed to having pets. For a veterinarian who has a huge part of their lives dedicated to caring for animals, this can be very helpful to know about a potential partner right away.

ONLINE profile 1. Many online daters bond over their shared love of dogs, and putting dogs on your profile is a great conversation starter!

Why should you sign up for Bumble?

Many people choose Bumble because only women can make the first move. At Bumble, they truly have our users’ backs—they’ve worked so hard to create a safe environment because they believe in holding people accountable for their actions online. They’ve always had a zero-tolerance policy for harassment on their app and are quick to block and ban users who act inappropriately. They have also worked with the Anti-Defamation League to ban hate speech from the app. Bumble has a team of over 5,000 moderators around the world who are pro-actively working to maintain a safe and empowering space for Bumble users, and they have a photo verification tool that helps to ensure the users are who they say they are. Plus, if someone gets banned in one part of the app—they are then banned from the app in its entirety. 

1. Completing your bios on your profile can make a huge difference in getting more quality matches.

3. Make sure to use a great photo and avoid uploading group photos, blurry photos and selfies as much as possible.

Is your

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29

LIFESTYLE

WAYS to MEET

10

SOMEONE

By Jill Richardson–López

If you are single and looking to

JOIN

mingle, you may have extra challenges as a veterinary professional.

TOASTMASTERS

Not only is it tough to meet people at work, it could

(toastmasters.org) or a professional networking group.

cause problems for your business (and your sanity) if you date co–workers—or even clients. If we have learned anything from binge watching Rom Coms

LEARN A NEW

LANGUAGE

on Netflix, it is that to meet someone special, you must get out there and meet new people. Here’s a list of ten great ways for veterinary professionals to

Join a cycle club or a

meet potential dating prospects:

Take

GOLFING

OR TENNIS lessons.

HIKING GROUP

CAMP

Take a

MARTIAL ARTS

(www.buzzfeed.com/ alejandroalba/summercamps-for-adults)

Join a co-ed

course.

SOCCER OR SOFTBALL

LIBRARY OR MUSEUM

(meetup.com)

Attend an Adult

Check out your local

for lectures and events.

and take a language course.

TEAM.

TAKE AN ART OR PHOTOGRAPHY

VOLUNTEER VolunteerMatch.org

class at your local community center.

LET US KNOW IF ANY OF THESE WORKED FOR YOU, OR IF YOU HAVE OTHER IDEAS TO ADD - AND TAG US PETVETMAG 30

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31

PETVET TEN 21 is 1 JANUARY MARTIN LUTHER st

KING JR. DAY

This federal holiday was first observed in 1986. In 1994, Congress passed the King Holiday and Service Act, designating the Martin Luther King Jr. Federal Holiday as a national day of service. It calls for Americans from all walks of life to work together to provide solutions to our most pressing national problems. Organize your team and make a commitment to give back this year and serve your community.

3 NEW YEAR

NEW YOU! Make this the year you keep your resolution and get into shape. My Fitness Pal is a free app you can download that helps you count calories, monitor your activities and reach your goals.

32

2 FEBRUARY IS National

Help observe by learning more about a very incredible African American veterinarian, Dr. William Waddell, the first African American member of the American Veterinary Medical Association.

PETVET top 10

Ten things to do this month see how many you can do!

4

LOOKING FOR AN

INSPIRING

BOOK TO READ your kids before bedtime?

Essentials PetCare teamed up with Steve Dale for My New Puppy, a storybook all about responsible pet care with illustrations colored by children. Download your free copy at EssentialsPetCare.com

5 Rock it out and learn how to play guitar with free lessons at http:// www.guitartricks.com

PETVET MAGAZINE

7

6

DITCH THE

February 3rd IS National Wear Red Day to raise awareness about women and heart disease. Show your support in the clinic by asking everyone to wear something red that day, take a group photo and post to your social media channels. Learn about other ways to get involved at goredforwomen.org

8 G ET

9

DORITOS and start bringing healthy snacks to work. Real Simple makes it easy with these 25 nutritious and tasty healthy snacks: https://www.realsimple.com/ health/nutrition-diet/nutritious-snacks

SPACE

Sign up for a free newsletter at space.com so you can keep up with all the current news about astronomy, view the image of the day and get to know how it is to live life on the Space Station. Think of the ways you can impress your friends with your space knowledge!

LOOKING FOR SOMETHING FUN & EDUCATIONAL

TO SHARE

with your clients on social media? Look no further, Dr. Kathryn Primm has a full series of educational podcasts with expert guests that can make it easy for you to educate your clients: https://www.petliferadio.com/ gonetothedogs.html

PETVET MAGAZINE

10

FEELING

STRESSED

and need someone to vent to? iPrevail is a free app that provides stress and depression support. Choose from a list of Peer Counselors who will give you kind and respectful support in a no judgment zone.

SHARE WITH US: PETVETMAG PETVET_MAGAZINE

33

INDUSTRY NEWS

HIGH SCHOOL STUDENT TO DVM TUF TS AT

TECH

By Steve Dale Photos by Gillian Kruskall - Blue Ambrosia Photography

Dr. Gregory Wolfus, director of Tufts at Tech Community Veterinary Clinic, reviews a radiograph with students.

T

ufts at Tech Community Veterinary Clinic is the nation’s first on–the–job veterinary clinic at a high school, developed in collaboration with a veterinary school.

This program is a “feel–good” on so many levels. It allows students in the Veterinary Assisting program at the Worcester Technical High School to gain hands-on experience while working toward a traditional diploma and an Approved Veterinary Assistant (AVA) certificate from the National Association of Veterinary Technicians in America (NAVTA).

The mentors for the high school students are fourth–year students from Cummings School of Veterinary Medicine at 34

Tufts University, who are clearly getting real–life experience up close and personal. Arguably the most important, the animals seen at this unique clinic belong to pet caretakers who reside in the local economically depressed community.

In order to receive care, caretakers must demonstrate need.

“This program works on so many layers,” says Dr. Greg Wolfus, clinical assistant professor at Cummings and Director of Tufts at Tech.

“You never know what’s going to walk through the door,” adds fourth–year veterinary Tufts student Tyler Maddox. “We evaluate and make a tentative diagnosis.”

Tyler continues, “One thing I’ve learned that can’t be replicated in a classroom is the palpable emotion of the human–animal bond. It doesn’t matter that some of these clients are on food stamps or in subsidized housing, they care about their pets no less than anyone else.”

Wolfus says, that in his opinion, the life lessons learned are as important as actually implementing what veterinary students have learned in classrooms about diagnostics and techniques.

In just a few weeks’ time, Maddox and her classmates diagnosed and followed up with surgery for everything from pyometra to entropion to all sorts of dental procedures to removing a mass from a cat’s face to many low–cost spay/neuters.

And euthanasia is also a reality in the clinic.

Pam Houde, CVT is there to assist DVM students and teach blood draws, induction, positioning for radiographs, and

PETVET MAGAZINE

so much more, including asking the right questions to be efficient in a real clinical setting. Houde has been a part of Tufts at Tech for over four years.

“It’s humbling,” she says. “Yes, it’s a learning experience for the veterinary and high school students—but I think we all learn. We all come together for one purpose.”

Pets themselves teach unselfishness, and about life. “I’ve learned about caring for others who need help,” says Juliette Tarnuzzer, who is a 16-year-old junior at Worcester Technical High School. “I always knew I wanted to work with animals but was kind of squeamish around blood. Now, I know I can handle it.”

High school students take client histories, assist the veterinary students to handle patients, help to prep animals for surgery, learn about reading lab reports, help to clean and take future appointments.

Worcester Technical High School offers other real–life programs including carpentry, automobile technology, web development, culinary arts, allied health to learn to become a certified nursing assistant and cosmetology.

About 99 percent of the program’s grads have passed the NAVTA test for becoming an AVA since the test became part of the program in 2010. It’s unclear how many of the high school grads actually land jobs in the veterinary field—only because it’s a challenge to track so many people post–graduation. But certainly many grads are now working in veterinary medicine.

“It’s hard to comprehend what walking in the shoes of some of these high school students is like,” says Wolfus.

“My goal isn’t to make them all veterinarians, or even veterinary professionals.

My goal is, yes, to expose them to veterinary medicine. But mostly to use the lessons they’ve learned here in real life, and to be productive and responsible contributors to society as adults.”

As for the vet students? “I mean there’s nothing like this,” adds Wolfus.

Juliette Tarnuzzer, a junior at Worcester Technical High School in the veterinary assisting program, spends time with a feline patient.

Tyler Maddox, a 4th year veterinary student at Cummings School of Veterinary Medicine at Tufts University, examines a specimen under a microscope while Pam Houde, Tufts at Tech Clinic Manager and CVT, looks on.

“They are mentors themselves (to the high school students), and learn so many skills which just don’t happen in a classroom.”

And the high school students are having fun while learning, a goal not always achieved in an educational setting. This is likely because the students are enjoying working with animals and relate to the vet students who aren’t all that much older.

Maddox says that her most important lesson is knowing that she is making a difference. “The clients may not be able to afford every possible diagnostic test or treatment, but we make what we can affordable. And we do what we can. And people are so appreciative. This makes me feel so positively about our profession.”

President Barrack Obama spoke at Worcester Tech’s graduation in 2014, saying that he had “challenged high schools all across the country to do what you’re doing here—better prepare students for PETVET MAGAZINE

the demands of the global economy.”

Indeed, Tufts at Tech is a life changer and life saver.  Steve Dale, CABC (certified animal behavior consultant) is host of three pet radio shows, two nationally syndicated and on WGN Radio, Chicago. His many TV appearances include Animal Planet shows, National Geographic Explorer and The Oprah Winfrey Show. Steve authored and contributed to many pet books, including “Decoding Your Dog” (authored

by American College of Veterinary Behaviorists). He’s currently a contributor on syndicated “HouseSmarts” TV. He’s a Board member of the Winn Feline Foundation and Human Animal Bond Association. He speaks about animal behavior at conferences and meetings around the world. His blog is www.stevedale.tv) 35