unit 6

Question 1

Lack of personal accountability, like a motivation, and lack of initiative are all signs of poor

Answer 1

Leadership

Question 2

identifying what we think a leader should look like and then try to develop those particular competencies or qualities in ourselves and others is known as what?

Answer 2

competency base model of leadership development

Question 3

The results based model of leadership development focuses on defining the desired results in the process that leads to the result and then allow people to apply themselves and succeed
True or false

Answer 3

true

Question 4

The three critical elements of results based model of leadership developments are

Answer 4

Purpose process, and passion

Question 5

which one of the following is an answer to the question ,” why don’t employees do what they are supposed to do”

Answer 5

they don’t know what to do
They think they’re doing it

Question 6

___is defined as “ giving people a big picture point of view of what is expected in the outcomes desired”

Answer 6

purpose

Question 7

Which culture is more beneficial to your practice?

Answer 7

Constructive

Question 8

___ are subconscious idea that are more stable and more widely held than an opinions

Answer 8

Assumptions

Question 9

what are two types of organizational cultures?

Answer 9

Defensive and constructive

Question 10

The ability to think through problems logically in ability, interpret the information that you are presented of is a definition of

Answer 10

Analytical skills

Question 11

__ skills causes things to get done and has the ability organized and implement program is effectively

Answer 11

Administrative

Question 12

New hires with little to no experience must have direct supervision during the training period
true or false

Answer 12

true

Question 13

The level of supervision is judged by the level of experience shown by employee
true or false

Answer 13

true

Question 14

The components in sharpening leader skills are

Answer 14

Leadership, communication and employed relations and motivation

Question 15

what leaders do in ___ your followers will__

Answer 15

motivation, due in excess

Question 16

when you feel the urge to interrupt other person, you should

Answer 16

Take a deep breath

Question 17

some of the barriers that decrease your listening ability can be

Answer 17

environmental , speaking related, listener related

Question 18

The__ is faster than the__

Answer 18

Mouth and brain

Question 19

how can you keep a client from getting upset while having to wait for the doctor?

Answer 19

Offer them a cup of coffee, offer them a magazine and read, and let them know why they have to wait

Question 20

they need to success with customer service is to____ client expectations

Answer 20

Exceed

Question 21

regularly touring your hospital is a good habit to acquire

Answer 21

true

Question 22

which of the following are more important appearances issues to your clients

Answer 22

no urine or feces outside the office, reception room sound smells and sights , staff physical appearance

Question 23

Every pet owner has their own unique value system

Answer 23

true

Question 24

value systems may change depending on what is going on on the client’s life

Answer 24

true

Question 25

clients typically do not realize how many services are offered by their veterinary hospital

Answer 25

true

Question 26

A client’s perception of value is shaped by what?

Answer 26

How they felt they and their pet were treated

Question 27

What is client service?

Answer 27

How your client feels about the experience with you in your hospital?

Question 28

It is not necessary to price every item

Answer 28

false

Question 29

whose job description should include client service

Answer 29

Veterinary, kennel, technicians

Question 30

The client’s eyes checklist should include

Answer 30

Landscaping, parking lot, signage outside

Question 31

using a system of colored tags to determine when an animal needs a bathing is using your___ skills

Answer 31

administrative

Question 32

you should try__ when you pick up the phone

Answer 32

smile

Question 33

Touch before you__

Answer 33

Teach

Question 34

what percentage of pets are overweight or obese?

Answer 34

45 to 60%

Question 35

Play completions is most affected by

Answer 35

staff

Question 36

most clients spent about__ of their time with the front office team

Answer 36

50%

Question 37

when a client asked to talk to a doctor, they generally___

Answer 37

want a refill medication, want to make an appointment, want to check how their pet is doing

Question 38

when you have a client on hold, what is the maximum amount of time to leave them on hold without checking with them?

Answer 38

60 seconds

Question 39

When we choose to___ problems, our clients tend to think of us highly

Answer 39

Quickly address

Question 40

How do you build your reputation as a valuable team player?

Answer 40

Create educational display, write a client handout, handout clients brochures on relevant topics

Question 41

when one team member__ we all__

Answer 41

Looks bad, look bad

Question 42

according to the AHA study to compliance , most hospital teams overestimate client compliance by how much

Answer 42

25%

Question 43

Improving compliance depends on

Answer 43

Good communication, teamwork, systematic approach

Question 44

what does the “A” in CRAFT stand for ?

Answer 44

Acceptance

Question 45

Home again pet recovery is a huge opportunity to keypad safe and is profitable service for your practice true or false

Answer 45

true

Question 46

How many estimated pets end up in a shelter every year?

Answer 46

6 to 8 million

Question 47

What percentage of loss cats are returned home safely

Answer 47

2%

Question 48

How many estimated pets are lost each year in the United States?

Answer 48

10, million

Question 49

what does the” A” stand for the acronym mentioned in the video

Answer 49

Affordable

Question 50

Where is a great place to keep a scanner

Answer 50

By the scale

Question 51

The order of manual developing is

Answer 51

Developing ,rinsing and fixing

Question 52

X-ray film is very sensitive to

Answer 52

Room light

Question 53

Automatic processors usually produce a developed and dry film in_ to_ minutes

Answer 53

1to 4

Question 54

Each of the following is a shield for individuals who perform radiographic except

Answer 54

Dosimeter badge

Question 55

an x-ray badge protects you from being exposed to radiation True or false

Answer 55

False

Question 56

The cathode ray tube is housed in

Answer 56

tube

Question 57

High speed screens will enhance the exposure as much as__ times

Answer 57

20

Question 58

The power supply for generating radiographic comes from the

Answer 58

Transformer

Question 59

A right lethal radiograph is taken with animals right side facing up true or false

Answer 59

False

Question 60

most footpedals on x-ray machines are three state switches true or false

Answer 60

false

Question 61

when an animal is positioned for a DV radiograph, the be will enter through the back first True or false

Answer 61

true

Question 62

The proper usage of digital imaging will

Answer 62

allow you to practice better medical recordkeeping, promote better client education enhance your hospitals image of professionalism and patient care

Question 63

The following are listed in the video as benefits of using a digital camera to document items accompanying pets for boarding, except

Answer 63

Protect your hospital from liability

Question 64

by using pictures, you improve your ability to communicate with your clients and enhance the experience of their visit with your practice True or false

Answer 64

true

Question 65

What is the TTL viewfinder

Answer 65

optical viewfinder or viewfinder found on a very high-end camera that provides excellent accuracy

Question 66

optical zoom uses the lens of the camera to bring the subject closer. Digital zoom simply enlarges a portion of the image of those simulating optical zoom true or false

Answer 66

true

Question 67

What is a shutter?

Answer 67

Controls how long the light transmitted through the aperture