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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 practiceThis valuable textbook has been written and edited by a carefully chosen group of specialists, comprising veterinary communication lecturers, veterinary practitioners, training managers and counsellors.
Carol Gray is a Lecturer in Veterinary Communication Skills at the University of Liverpool, and has been instrumental in the introduction of communication skills training to UK veterinary undergraduates. She is also a Fellow of the Higher Education Academy, a Registered Practitioner with the HE Academy, UK, and is a member of the LIVE team (RVC Centre for Excellence in Veterinary Education).
Jenny Moffett is Director of Communications at Ross University of Veterinary Medicine, St. Kitts. She is a past editor of the Irish Veterinary Journal and a freelance veterinary journalist. She holds a veterinary degree from the Royal Veterinary College, London, a Master's in Science Communication from Dublin City University and a Diploma in Marketing Communications from the Communications & Management Institute, Dublin.
Table of Contents
1. Introduction.2. Basic communication skills.Verbal communication Non-verbal communication Telephone Written communication E-mail .3. Structure of the Veterinary Consultation.Preparation Initiating the consultation Gathering information Physical examination Explanation and planning Closing the consultation Providing structure to the consultation Building the relationship with the client Observation .4. Dealing with client emotions.Empathy Grief Anger Guilt Denial Stress and burnout Reflective practice .5. Difficult situations.Euthanasia Financial aspects Informed clients Mistakes Unexpected deaths Professional obligations to colleagues Referrals/second opinions Welfare concerns .6. Legal and ethical decision-making.Legal aspects of communication with clients Ethical principles and informed decision-making Informed consent .7. Public communication.Media eg Radio and TV Interview Skills, crisis management, writing press releases, writing speeches and oral presentations. Making use of the media for CPD.Public health Communication of risk .8. Communicating with colleagues.Teamwork Leadership Motivation Appraisals Interview skills