Puckett Animal Hospital: What's A Veterinarian To Do

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In the case study Puckett Animal Hospital: What’s a Veterinarian to Do, Richard decides to end retirement matching and reduce the end of the year bonus to solve his financial dilemma. These cuts free up money to meet the required minimum wage increase, ensure competitive compensation for staff, and achieve customer service goals. Because the receptionist and custodian make less than minimum wages, Richard reduces the end of year bonus and re-allocates those funds towards their pay increases. Incorporating these changes in business operations allows Richard to meet financial obligations and service goals for the hospital.

Staff retention and commitment to continuing the excellent service of the hospital represent Richard’s core communication …show more content…

As the primary audience, the vet techs are Richard’s greatest flight risk. The current job market places vet techs in high demand making it easier for them to find other employment. With the loss of benefits, vet techs must use more of their disposable income to cover healthcare costs which may cause an adverse reaction to Richard’s decision. Richard needs to persuade this group to continue working at the hospital by strategically explaining the benefits of the cuts to the staff collectively. According to the rhetorical triangle, a person’s emotional state determines how well he/she receives a message (Rhetorical Triangle, Para 3, n.d.). The vet tech’s anticipated negative response to Richard’s decision may hinder their willingness to accept the change.
The kennel workers, receptionist, and the custodian will all receive pay increases. Richard’s meetings with these workers will provide insight into how this contributed to his decision. These groups all share a common concern with the reduction of company benefits programs. A positive response from this group coupled with Richard’s established credibility in the management role increases the chance of these groups accepting the course of action (Rhetorical Triangle, Para. 2 – 3,

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