This is the first definitive textbook on veterinary communication, written specifically for students and veterinary professionals by a group of international experts. Communication is a core clinical skill, and is now taught as a compulsory part of most veterinary degree courses. Good communication is crucial to the veterinarian-client-patient relationship, to patient health and ultimately to the success of any veterinary business.

The book covers all the key areas of communication including: the basic framework for the veterinary consultation; professional, ethical and legal aspects; communication with clients and colleagues; and coping with end-of-life and other difficult situations. It combines the most up-to-date research with a wealth of practical information, such as:

• Real-life case studies to help you apply your learning to real scenarios
• Simple step-by-step guidelines showing you how to deal with specific situations
• Examples of written resources you can use in practice

This valuable textbook has been written and edited by a carefully chosen group of specialists, comprising veterinary communication lecturers, veterinary practitioners, training managers and counsellors.

Contributors

Foreword

Introduction

Acknowledgements

Chapter 1 Basic communication skills

Mary Kirwan

Introduction

Background and origins

The importance of communication

Definition of key terms

Models of communication

Verbal and non-verbal communication

Listening

The cultural context of communication

Summary

References

Chapter 2 A framework for the veterinary consultation

Alan Radford

Introduction

A guide to the veterinary consultation based on the calgary–Cambridge observation guide

The physical examination

Closing the consultation

Summary

References

Chapter 3 Professional, ethical and legal aspects of communication

Carol Gray

Introduction

Communicating professionalism

Gathering information from clients

Giving information to clients

Informed consent

References

Chapter 4 Compassionate communication: Working with grief

Susan Elizabeth Dawson

Introduction

The HCAB

Review of quality-of-life indicators

Setting up and running continuing care clinics

PET loss support groups

CPD opportunities

Resources and useful websites

References

Chapter 5 Dealing with difficult situations

Carol Gray and Jenny Moffett

Introduction

The use of veterinary communication skills at the end of life

A seven-step approach to communication at end-of-life

Euthanasia – before, during and after

Welfare concerns

Informed clients

Communicating cost

Dealing with anger

Communication of mistakes

References

Chapter 6 Communicating with colleagues

Geoff Little

Introduction

The team and its leader

Induction schemes and mentoring

Appraisals

Exit interview

Delegation

Standard operating procedures

Staff suggestion scheme

Practice meetings

Reporting structure

Rotas

Interpractice communication

References

Chapter 7 Communicating with a wider audience

Jenny Moffett

Public speaking for beginners

Veterinary medicine and the media – a meeting of two worlds

References

Chapter 8 Communication and self-care in the veterinary profession

Communication, Stress and the Individual

Martina A. Kinsella

The first step to inner freedom

Moving from victim to victor

Implementing change

Learning assertiveness skills and becoming an assertive individual

Beyond words: Communication, social relationship and health

David Bartram

The disclosure phenomenon

Importance of social relationships

The role of telephone support helplines

Summary and conclusions

Acknowledgements

References (Communication, Stress and the Individual)

Further Reading (Communication, Stress and the Individual)

References (Beyond words: Communication, social relationships and health)

Index