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  • March 1, 2012

    Mouthpieces: Are You Sure About This?

    This edition of Mouthpieces offers support and solutions to people considering giving up their pet due to a variety of difficult circumstances.

  • March 1, 2011

    A Plea for Civility

    Leaders in The HSUS's Companion Animals department developed a civility pledge to promote polite discourse in the sheltering and rescue community.

  • March 1, 2011

    Creating a Career Ladder Through Certification

    If you're looking toward a long career in animal welfare, earning the Certified Animal Welfare Administrator (CAWA) designation can give you a valuable boost up the career ladder.

  • January 1, 2011

    Volunteer Management: Avoiding the Bait and Switch

    Whether they work in a truly volunteer-positive environment or one that's still struggling to make the employee/volunteer gears mesh effectively, it's vital that volunteer coordinators be honest with prospective volunteers about what to expect.

  • December 15, 2010

    Humane Discourse: Why it Matters

    A discussion about the Humane Discourse and Conduct within Animal Welfare Pledge, a statement rejecting and condemn verbal abuse, threats, and acts of violence directed against animal welfare personnel.

  • November 1, 2010

    Coffee Break: Making Your Organization More Appealing to the Public

    In your space, you told us how your organization makes its facilities more appealing to the public.

  • May 1, 2010

    Take Time for Training

    Both inexperienced and expert volunteers can be helpful to your program, but the last thing you want to do is bring in "green" volunteers and fail to provide them the training they need. Learn how to match volunteers' skill sets to the tasks that need to be done.

  • March 29, 2010

    Sample: San Francisco SPCA - Client Services Standards Manual

    This includes great examples of phrases to avoid and what to replace them with along with ways to deal with difficult clients.

  • March 1, 2010

    Coffee Break: Staying Calm When You're About to Lose Your Cool

    In your space, you told us about the times you've come close to losing your cool with a frustrating member of the public, but managed to save a difficult situation by staying calm and polite.

  • January 1, 2010

    Q & A: A Crisis in Customer Service? Not So Much

    Is there a customer service crisis in the animal welfare field? Animal Sheltering editor Carrie Allan talks to staff of Maddie's Fund and the Petfinder Foundation about the results of a "secret shopper" program they conducted last summer at a series of rescues and shelters.

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