SUNDAY, MARCH 25, 2018




Speaker: Dr. Andy Roark

Location: Sheraton Clayton Hotel


Sheraton Clayton Plaza Hotel St. Louis
Grand Ballroom
7730 Bonhomme Avenue
St. Louis, MO 63105
FREE PARKING in garage!


Communication in Veterinary Medicine


Andrew Roark, MS, DVM


Sunday, March 25, 2018


8:30am - 4pm

CE Hours:

*Additional CE (Gastrointestinal Disorders) presented over lunch

Lecture Summary:

Sharpening Your Axe

Remember the first pet you were able to help? How would you like to feel that way again? What would you do to improve your relationships with your clients? What would you do to improve client compliance with recommended care? When was the last time you sharpened your axe? Learn how to connect with clients on a deeper level by showing clients the passion you have for veterinary care. Learn how to make personal preventive care recommendations backed by your education and experience. Preventive care isn’t fun, it can, quite frankly be exhausting but it’s the core of connection with clients and their family members. The trick isn’t just to feel passionately, but act passionately. Commit to doing better, improving communication skills, and advocating for preventive healthcare with passion and sincerity.

Working With the Cash-Strapped Client

Abstract - The inability to pay for medical services is a problem we have all encountered in practice. From a pragmatic standpoint, it should be easy to address: “If you can’t pay for services then those services can’t be provided.” Most of us, however, can’t or won’t accept this approach to medicine. So where does that leave us? In this session, we will discuss the primary reasons for financial constraints in the exam room, the importance of personal and business guidelines, and a communication program for navigating these conversations effectively and ethically.

How to Drive Change

In this humorous session, we will discuss the dangers of “managing up,” or attempting to drive behavioral change in positional leadership. We will review the value of collaboration and partnership, empathy, anticipation, and personal investment.  This session features numerous stories from Dr. Roark’s practice and career that beautifully illustrate complex material.

Objective Statements:

  1. Review collaboration & partnership
  2. Discuss personal investment
  3. Learn effective ways to drive change in your practice

Diffusing the Angry Client

In this session, we will explore extensive studies conducted in the airline industry and how to adapt findings to the veterinary practice. Ultimately, we will learn 6 tools for managing angry and complaining clients that can be applied to nearly any situation.

Objective Statements:

  1. Learn the six tools for managing angry and complaining clients.
  2. Explore “Redress” – making it right with the client.
  3. Understand communicating with empathy.
  4. Learn how and when to apologize.


Dr. Andy Roark

Dr. Andy Roark is a practicing veterinarian, international speaker, author, and media personality. He is the founder of the Uncharted Veterinary Conference and He has been an award-winning columnist for DVM360 and his popular Facebook page, website, and YouTube show reach millions of people every month.

Dr. Roark received the Outstanding Young Alumni Award from the University of Florida’s College of Veterinary Medicine, and was voted the Practice Management Speaker of the Year at NAVC (one of the world’s largest veterinary conferences) three out of the last four years. Practices where Dr. Roark works were named as finalists in the American Animal Hospital Association’s Practice of the Year Contest in 2013 and 2015.

Lunch CE:


Gastrointestinal Disorders


Jenny Sandler Grither
Scientific Services Veterinarian, Royal Canin USA


Dr. Jenny Grither

Dr. Jenny Grither is from St. Louis where she currently resides with her husband and two cats, Link and Bleu. She received Bachelor of Science degree in Biology from Truman State University in 2007 and her Doctorate of Veterinary Medicine from University of Missouri, Columbia in 2011. Prior to joining Royal Canin as a Scientific Services Veterinarian in June of 2014, she was in private practice for three years. Her role at Royal Canin includes performing nutritional education seminars, working with private specialty hospitals and universities, and educating veterinary students. Dr. Sandler also does relief work locally when she isn’t spending time with her pets, family, and friends.