• 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.

    Features

    • The first definitive textbook on veterinary communication

    • Covers all the key areas of communication

    • Combines the most up-to-date research with a wealth of practical information

    • Includes real-life case studies and simple step-by-step guidelines on specific situations

    • Edited by a carefully chosen group of specialists, comprising veterinary communication lecturers, veterinary practitioners, training managers and counselors

  • Contributors vii

    Foreword ix

    Acknowledgements xi

    Introduction xiii

    Chapter 1 Basic communication skills 1
    Mary Kirwan

    Introduction 1

    Background and origins 1

    The importance of communication 2

    Definition of key terms 3

    Models of communication 4

    Verbal and non-verbal communication 7

    Listening 15

    The cultural context of communication 21

    Summary 22

    References 22

    Chapter 2 A framework for the veterinary consultation 25
    Alan Radford

    Introduction 25

    A guide to the veterinary consultation based on the Calgary–Cambridge observation guide 27

    The physical examination 37

    Closing the consultation 37

    Summary 38

    References 38

    Chapter 3 Professional, ethical and legal aspects of communication 39
    Carol Gray

    Introduction 39

    Communicating professionalism 39

    Gathering information from clients 41

    Giving information to clients 42

    Informed consent 47

    References 59

    Chapter 4 Compassionate communication: working with grief 62
    Susan Elizabeth Dawson

    Introduction 62

    The HCAB 63

    Review of quality-of-life indicators 93

    Setting up and running continuing care clinics 95

    PET loss support groups 96

    CPD opportunities 97

    Resources and useful websites 97

    References 98

    Chapter 5 Dealing with difficult situations 100
    Carol Gray and Jenny Moffett

    Introduction 100

    The use of veterinary communication skills at the end-of-life 100

    A seven-step approach to communication at the end-of-life 102

    Euthanasia – before, during and after 105

    Welfare concerns 109

    Informed clients 110

    Communicating cost 112

    Dealing with anger 115

    Communication of mistakes 118

    References 122

    Chapter 6 Communicating with colleagues 127
    Geoff Little

    Introduction 127

    The team and its leader 128

    Induction schemes and mentoring 131

    Appraisals 132

    Exit interview 133

    Delegation 134

    Standard operating procedures 136

    Staff suggestion scheme 139

    Practice meetings 142

    Reporting structure 144

    Rotas 145

    Interpractice communication 145

    References 147

    Chapter 7 Communicating with a wider audience 149
    Jenny Moffett

    Public speaking for beginners 149

    Veterinary medicine and the media – a meeting of two worlds 155

    References 166

    Chapter 8 Communication and self-care in the veterinaryprofession 168

    Communication, stress and the individual 168
    Martina A. Kinsella

    The first step to inner freedom 169

    Moving from victim to victor 170

    Implementing change 171

    Learning assertiveness skills and becoming an assertive individual 173

    Beyond words: communication, social relationship and health 176
    David Bartram

    The disclosure phenomenon 177

    Importance of social relationships 180

    The role of telephone support helplines 183

    Summary and conclusions 185

    Acknowledgements 185

    References (Communication, stress and the individual) 185

    Further reading (Communication, stress and the individual) 186

    References (Beyond words: communication, social relationships and health) 186

    Index 190

  • 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.

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